What happens to your feedback?
Do you ever wonder what happens to the feedback you submit within a product? To the question you enter in a chat? To the incident you open with the NRT Help Desk? Well, we can assure you that your product ratings, issues, remarks and inquiries aren’t just going into a black hole. They’re going to product improvements, such as enhancements, as part of our Voice of Customer Strategy.
What is Voice of Customer?
Voice of Customer (VoC) describes gathering and understanding user feedback for products, such as Desk, Insight, and Listing Concierge, and turning that information into developments that improve the overall product and the customer experience.
Where does the information come from?
We use multiple data sources to collect your feedback. These data sources include Google Analytics, NRT help desk incidents, NPS scores, in-app reporting, feedback submissions and chats. We are also working on expanding our NRT Metrics dashboards. NRT Metrics is an internal tool that our Product Directors and Managers use to view product data on demand, at any time. The updates to the dashboards will include adding samples of actual staff and agent feedback, such as comments, questions and issues, rather than just displaying figures.
How do we leverage the information?
All our core products have OKRs (Objectives and Key Results) which are goal-setting frameworks as well as KPIs (Key Performance Indicator) which are the goals needed to achieve success. As the Product Marketing Analyst, it is my responsibility to gather data from the different data sources and compare it to our product goal-setting framework (OKRs) and our product goals (KPIs). From there, I provide monthly recommendations, based on those comparisons, for product improvements and present them to our Product Marketing VP, Directors and Managers. In an interest of transparency and accountability, the Product Directors and Managers then share those results with all staff and agents via the TMAP presentations.
What is the overall goal?
The goal of our Voice of Customer Strategy is simple. We want to build products with agents, based on their direct feedback, not for them