Project Goal: Partnering with Departments to Converge, Synthesize, and Visualize Data, for the Distribution of Timely and Actionable Insights on Our Customers, Markets, and Competitors

Outputs - Distribution of Insights via:

  • Self-Service NPS, CSAT, and Customer Advocacy Dashboards
  • Quarterly Voice of Customer Relias Management Group Report (Q3 Report released late October 2022)
  • Quarterly Voice of Customer Company-Wide Reports (Q3 Report posted early November)
  • Company-Wide Voice of Customer SharePoint to Access Dashboards, VoC Reports, Competitive Analyses, and Market Research

Top 3 Benefits:

  • Unparalleled and Improved Data-Driven Understanding of Customer and Prospect Pains and Needs Across Multiple, Integrated Quantitative, Qualitative, Internal, and External Data
  • Single Source for Analysis & Reporting
  • Self-Service Analytics

Top 3 Challenges Faced:

  • Customized Aggregation of NPS Data
  • Prioritization of Diverse Stakeholder Exigencies (Product, Client Care, Sales, Marketing)
  • Striking a Balance between Metric Complexity and Actionable Insights

Core Project Team:

  • Megan Bonomo, Lance Kruse, Caroline Parvathikar, Jacob Presson 
  • Anuj Desai, Nicholas Kane, Chris Schoeppach

Timing - Phase 1: 07/2021 – 06/2022

  • Net Promoter Score, Customer Satisfaction, and Customer Advocacy Company-Wide Self-Service Visualizations (Microsoft PowerBI Dashboards) Launched
  • Leadership and Company-wide Voice of Customer Quarterly Reports 


  • Data & Analytics, Market Intelligence Team with representatives from the Product, Client Care, Marketing, Sales, and Operations Departments
  • Utilized funding and support from Customer Excellence Office Initiatives