Data-driven customer satisfaction project for NS: finalist for Gary Lillien ISMS-MSI Practice Prize

The Dutch railways (NS) were confronted with a big drop in customer satisfaction again in 2011. In response to this drop in satisfaction, the NS asked MICompany and the University of Groningen to determine its cause. This eventually resulted in a large-scale data-driven scientific project about the determinants of customer satisfaction at the NS and the development of prediction models. The result of this project is now selected as the finalist of the prestigious Gary Lillien ISMS-MSI Practice prize. The submitted contribution is titled: An Analytical Based Service Monitor and Improvement System for the National Dutch Railways: A Big Data Approach . Joost Bosma (NS), Martin Heijnsbroek (MICompany) and Peter Verhoef (RUG/FEB) will compete with the other finalists such as MIT, Stanford University and the London Business School with cases about E-bay and the World Bank on Friday 17 June, during the next Marketing Science conference in Shanghai.

For more information about the prize and the finalists of 2016:

• Gary Lilien ISMS-MSI Practice Prize
• The finalists of 2016

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