Abstract: Training of a machine learning model can indicate data features within operational data, customer data, and/or worker data that are most predictive of outcome scores, such as customer satisfaction scores, associated with performance of instances of a process by an entity. The training of the machine learning model can also indicate target zones, associated with values of the identified predictive data features, that are associated with outcome scores within a target range. Process data, associated with a set of instances of the process, can be analyzed to identify instances of the process that associated with values of the predictive data features that are, or are not, within the target zones.

Abstract: An instrument for measuring and presenting customer impressions of a vendor uses response values of survey questions to develop a consumer loyalty score, vendor attribute score, and/or a consumer experience score. The scores may be presented with other score sets for other vendors to provide a simple and consistent comparison of vendors. Vendor characteristics and/or categories are modeled to more accurately reflect the importance of specified characteristics and/or categories that affect consumer loyalty.