The client asked for better management of customer feedback and follow-up actions. Customer feedback needs to be mapped on a bidimensional matrix of touch-points.

The feedback is collected through Net Promoter Score plus two additional open ended questions.

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The current process had all known sources of frustration in this field: need to work with low-quality data, communication issues between different teams, repetitive offline tasks, lack of IT support.

Other findings:
• customers with multiple contact accounts;
• KPIs with different values in the same report;
• some customers were asked for feedback 4 times in the same day, while others once in few years;
• issues reported for months without corrective actions in place.

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I got full accountability and all resources needed for providing a solution, but the service should run without interuption in all time.

I were entitled as business owners for the process during the entire project timeframe. We understood the stakeholders' needs not only through UX research methods, but actually fulfilling business tasks.

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In the first month, a simplified tool was released for business continuity. Other 3 months were spent for cleaning the database to assure accuracy, reliability and relevance.

Six months were allocated for UX research and design, and other 6 months to produce 3 different releases.

For new business requirements post-development, the app has a flexible metadata structure and a simplified process to edit "Search&Filter" functionalities.

The strongest point for the tasks-management feature is the accountability for follow-up actions.

The solution includes a set of features to support easy maintenance and workarounds in case of software conflicts between the product and 3rd parties services.

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Some lazy Sales Managers have added conflicting data in the system quite often, and later on, they simply passed the problem to the Support Team.
Solution was "System Crushed!": whenever the protocol was not respected, nobody could use the app, no matter who did wrong.

The process before relied on a few hundred regular users. During preparation for an usability test post-deployment, we realize that 1 (one) person from Sales Support was able to execute all tasks previously performed by those hundreds!

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• Increase of NPS score with 14 points in the first year from 32 to 46.
• Decrease the workload by 90% from 32 man-hours/monthly to 3 man-hours/monthly.
• Decrease the data accuracy incidents by 98% from more than 120/year to 2/year.

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Good user experience is not only about product and users, but also about the engagement of the support team.

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* IT ENDS HERE! *