Use customer feedback to address the problems your customers actually have
Net Promoter Scores are great for learning what customers feel, but don’t provide specific insights.
Unstructured comments are rich with detail, but with over 80,000 comments per month coming into Atlassian, it's Voice of the Customer team couldn’t effectively categorize and measure what that information meant.
Introducing Atlassian's RUF framework - Reliability, Usability, Functionality
RUF allows you to categorize, measure and prioritize issues gleaned from Net Promoter feedback and other sources of unstructured customer feedback.
Sean Cramer, Head of Customer Voice at Atlassian will show you:
Learn how you can align your product management organization to address the problems your customers actually have.
About the speakers
Sean Cramer has more than 15 years of experience in customer feedback and customer experience. He currently heads Atlassian’s Voice of the Customer team for this high growth company. Sean and his team are responsible for maintaining, communicating and implementing changes based on the company and product Net Promoter Score and insights into the customer journey.
Gary started his career in customer services and support when he founded his own company in 2002. Since working with Kayako, Gary has helped improve customer satisfaction and retention with his dedication to customers and understanding of their challenges.