Voice of the Customer & Reporting.
Turned NPS, surveys, and severity scoring into synthesized insight that shaped decisions — and built the reporting behind it — contributing to 70 NPS and top-tier partnerships with Indeed and eBay.
Integrated Voice of the Customer into key decision-making, incorporating NPS, Surveys, issue severity scoring, customer behaviors into synthesized insights. Integral to becoming top-tier partners with Indeed, eBay.
Outcomes include achieving 70 NPS, higher CSAT scores and marketplace awards. The majority of support-escalated feedback was implemented at Workable.
My approach:
- Create the structure to capture feedback on an ongoing basis (e.g. Zendesk fields, integrations with Savio, anecdotal feedback in team meetings.) Additional survey feedback is helpful to fill-in-the-blanks, but can’t just be comments going into a black hole!
- Communicate the feedback to stakeholder teams in the right “language”. Marketing appreciates testimonal-type feedback, whereas Product prioritized feedback that was associated with quantity, time, and dollar values.
- Look for opportunities to evangelize customer points-of-view company wide, like email newsletters or all-hands presentations.
- Celebrate with the team when their escalated feedback is added to the product!
Reporting & dashboards
Integrating data across sources and custom metrics, I led reporting for executives, team leaders, individuals, and even a unique public dashboard.
Additionally, I introduced measurements like health scores, pain index, support CSAT and topic tracking, and forecasting. At Workable this allowed for 24/5 support (with limited weekends) with a lean team of ~15 across 4 locations globally, maintaining a 3-hr reply time.
