The three remaining measures among the engagements not canceled: 94 active engagements

The three remaining measures moved together on the 94 active engagements. Higher customer satisfaction came with a higher engagement indicator mean (r = 0.84, 95% CI 0.77 to 0.89). Customer satisfaction fell as intent to leave rose (r = −0.73, 95% CI −0.81 to −0.62). A higher engagement indicator mean came with lower intent to leave (r = −0.69, 95% CI −0.78 to −0.57). Cancellation likelihood, as respondents rated it, rose as customer satisfaction fell (r = −0.66, 95% CI −0.76 to −0.52). Of the 94 rated active engagements, 19 were at high and 39 at moderate cancellation likelihood.

The figures in this section were computed for the study and placed by code from the statistics record.

Pairs of measures.

Cancellation likelihood among active engagements (C039).

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry the response distribution of each input.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry the segment breakdown of each input.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry the tests across segments for each input.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s association with this measure.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s association with this measure.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s association with this measure.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s association with this measure.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s comparison across the four measures.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry the clustering of each input.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s equivalence test.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s robustness checks.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s identity check.

This block is a derived analysis. Its own results are in Analysis Results. The blocks of its input indicators carry each input’s profile.

Canceled or at risk engagements numbered 114 in all (76.00% of 150). Customer satisfaction and the engagement indicator mean overlapped most among the active engagements (R squared 0.71).

The evidence is reported experience: what the delivery team said about its own engagement, gathered in one cross-section. The figures showed associations, not causes. Indicators about the financial institution were reported at second hand by vendor staff. Cancellation is a descriptive contrast, because canceled engagements were rated after they ended.

Cancellation likelihood on active engagements came from respondents’ ratings on C039 under the rule printed in Analysis Results, so the at-risk count reflected what vendor staff expected rather than cancellations that occurred.