From comment to backlog
Prioritising with the voice of the customer to raise CSAT
30 s for the summary5 min for the full case
In 30 seconds
Every digital channel at the bank had to raise its CSAT, but nobody knew exactly what to fix first. I turned thousands of survey comments into a prioritised map of pain points by product, which I presented every month to management and the product teams. The most critical product, New Office, went from a negative score to more than 40, and the teams committed to 19 initiatives to fix the pain points we found.
- 40+
- New Office’s score, which started out negative
- 124
- pain points identified in a single month
- 19
- initiatives committed across 6 products
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