Increase engagement with new paying customers

Increase engagement with new paying customers
  • Increase open rate of our in-product communications from 4% to 15%% 154
  • Increase the number of follow-up meetings booked from 7 to 21 per weekmeetings per week 217
  • Achieve service quality rating 9 out of 10 based on the after meeting anonymous pollrating 95
  • Reduce average response time from 5h to 1hhours 15

Research and improve customer satisfaction

Research and improve customer satisfaction
  • Exceed Net Promoter Score (NPS) of over 8.0NPS 80
  • Get 1000 survey responses to annual satisfaction surveyResponses 10000
  • Conduct 50 phone interviews with top customersInterviews 500
  • Conduct 15 phone interviews with recently churned customersInterviews 150
  • Present an action plan of 10 improvement for next quarterImprovement 100

Research customer satisfaction improvements

Research customer satisfaction improvements
  • Get 1000 survey responses to annual satisfaction surveyResponses 10000
  • Conduct 50 phone interviews with top customersCalls 500
  • Conduct 15 phone interviews with recently churned customersCalls 500
  • Present an action plan of 10 improvements for next quarterPlan 100

Improve satisfaction with support team’s work

Improve satisfaction with support team’s work
  • Decrease number of complaints and negative feedback per quarter from 15 to 5Feedback 515
  • Increase positive feedback items and praise from 5 to 15 per quarterFeedback 155
  • Increase end-user satisfaction rating from 4.0 to 4.5Satisfaction 54

Improve satisfaction with customer support team

Improve satisfaction with customer support team
  • Increase good and great ratings from 40 to 60Good + rating 600
  • Develop 15 full answers to common questionsAnswers 150
  • Improve first time response rate from 60 to 30 minutes averageFTR minutes 3060