Building a Customer Experience Feedback Strategy for a Carbon Credit Development Service
Key Takeaway
This project empowered the client with a structured framework to measure and act on customer feedback, improving both strategic direction and customer relationship management.
Client
A green-tech company helping businesses monetize emissions reductions through carbon credit projects.
Project Scope
Designed and implemented a customer experience feedback framework to measure satisfaction and collect actionable insights across credit generation and advisory services.
Challenge
The client needed a structured approach to measure customer satisfaction and gather deeper insights beyond Net Promoter Score (NPS) to inform strategic improvements. Existing gaps in customer feedback limited the ability to identify actionable next steps to enhance client experiences.
Approach
Survey Rollout: Designed and programmed a survey with contextual follow-ups to understand satisfaction at key stages of the customer journey.
Stakeholder Collaboration: Coordinated with product and advisory teams to identify feedback mechanisms and assess current tools for capturing customer insights.
Tool Evaluation: Conducted an analysis of existing feedback tools, identifying integration opportunities and requirements for a unified customer insights strategy.
Mixed Methods Research: Leveraged quantitative and qualitative techniques to design the feedback strategy and identify gaps in customer satisfaction data.
Results
Developed a streamlined NPS survey process, providing a foundation for quarterly client feedback.
Highlighted key areas for improvement in advisory and credit generation services based on initial survey insights.
Established a scalable customer insights collection strategy to guide future client engagement initiatives.
