The Challenge
Measuring customer satisfaction in automated voice channels is notoriously difficult. Legacy systems often lack the flexibility to offer surveys without disrupting the user flow, and strict TCPA regulations create significant compliance hurdles for outbound or callback-based feedback.
The business needed more than just a "star rating"—they needed actionable sentiment to understand *why* callers were dropping out of the self-service funnel.
The Strategic Solution
I designed an end-to-end feedback ecosystem that balanced regulatory requirements with UX best practices. This included a dynamically triggered survey offer based on intent completion and a backend integration with a real-time dashboard for business stakeholders.
Compliant Survey Offers
Real-time Sentiment Dash
Experience Redesign
Collaborative Research
Partnered with Member Insights teams to ensure survey questions provided the exact data points needed for operational improvements.
Continuous Optimization
Used the resulting dashboard data to identify friction points in other flows, creating a self-sustaining loop of experience refinement.
Strategic Result
"Shifted the organization from guessing customer frustration to responding to it with data-backed experience redesigns."