Boosting Customer Satisfaction Through Feedback Loops

Problem: A global tech company was facing declining customer satisfaction scores despite significant effort from the support team. There was misalignment across product, marketing, and operations, with no shared accountability for customer issues or visibility into contact drivers.

Approach:

• Established structured feedback loops between operations, product, and marketing teams.

• Created a unified view of top customer pain points and their root causes.

• Introduced incentive structures to align product and marketing teams with customer contact rate targets

Outcome:

• 30% improvement in customer satisfaction scores.

• Faster resolution of customer issues and pain points.

• Stronger collaboration and shared accountability across the organization.