Goal
Introduce a way to track a customer-focussed success metric.
Audience
1 SBS On Demand web and mobile app customers
2 Internal stakeholders who viewed the survey dashboard
Approach
SBS On Demand needed a metric that supported the organisational mission of being customer-focussed. Aside from CSat, the survey also covered measures for platform reliability, content variety, findability of content and features. This ensured we could see which product areas needed the most love.
I decided to use Google Forms after weighing up two other tools. Yes I was on a public broadcasting budget (sorry Medallia) and I needed a tool that was less likely to cause drop off on mobile devices (sorry Vision Critical). Measuring CSat was a new way of thinking for SBS. I successfully helped stakeholders to navigate the discomfort that comes with change through consultation, staging walkthroughs of the flow and gaining support from the scrum team.
Outcome
SBS On Demand collects survey data every day using the CSat survey and it helps our organisation to understand product strengths and weaknesses over time.
Role
