Project Proposal: Structured Feedback Improvement for Customer Management Software

Pilot Project Proposal 

For Google Ads

January – June 2020

Project

A pilot program to test the introduction of a value request feedback form in Customer Management Software. We aim to implement structured information-gathering to enhance the efficiency and accuracy of Customer Account Representatives when using Customer Management Software. 

Pilot Program Overview 

•  Customer Account Representatives participating in this pilot program will submit database editing requests through the form.
• All other feedback will continue to be submitted through the Customer Management Software main feedback form.

Reason 

• 55% of feedback is database edit requests. 
• Feedback analysis is inefficient and lacks structure; feedback tickets are not separated by topic. 
• By structuring value requests into a dedicated form, data will become more accessible and actionable for analysts and stakeholders. 
• This restructuring will allow analysts more time to focus on the 45% of feedback that concerns other topics. 

Benefits 

• Faster analysis of database editing requests.
• Enhanced responsiveness to bug reports and work blockers.
• Improved data quality that supports Customer Account Representatives’ training needs. 

Process

• Code the fields into the Customer Management Software tracking card feedback form. 
• Edit the language in the tooltips to clarify which feedback forms to use to send bugs vs database editing requests. 
• Include case numbers in the JIRA bugs to reduce time-wasting back-and-forth with Customer Account Representative. 
• Grant JIRA access to all Customer Account Representatives to facilitate feedback response.

Length of program 

• Original estimate: 3 months. 
• Covid delayed the program, but we were able to garner sufficient responses and involvement from Jan 2020 to June 2020.

Measures of Success 

• Database editing requests from Customer Account Representatives enrolled in the program are moved from the regular feedback form to the new form by 90%. 
• Customer Account Representatives’ accuracy rises from 25% to 90%. 
• When surveyed, Customer Account Representatives report that the editing request form is beneficial and not a work blocker.

Out of Scope 

• Teams 1 and 3 will be included in the pilot, not 2 or 4.
• Only the feedback form within the CMS Issues Log menu will be re-coded for this task, not the feedback form in the General Settings menu.
• At this time, the engineering team has code-locked all accounts located in LatAm, so the LatAm Customer Account Representative teams are exempt from this pilot.