1. Context & Challenge

As a Project Manager & Analyst for a med-tech client’s field service operations, I led an initiative to analyse and improve customer satisfaction based on post-service feedback. The challenge was to increase client engagement with the project, encourage them to integrate data-driven insights into their improvement strategy, and drive measurable business outcomes.

2. My Role & Actions

• Built new Looker resources, modelling the data using LookML and SQL to create clear and effective views for stakeholders.
• Integrated additional data sources for broader insights and more robust analysis.
• Engaged directly with the client, delivering tailored, regular reports with clear action steps for improving performance.
• Collaborated to identify gaps in survey design, adding new questions and refining existing ones to capture more meaningful and contextual insights.
• Introduced a new key metric (Scheduling Time), now integrated into a monthly dashboard, which has enabled tracking of an area previously linked to negative NPS feedback.
• Converted categorical time-based metrics into numerical scales, supporting consistent KPI comparisons and enabling regression models to identify key drivers of satisfaction and NPS.
• Added region, team, and product segmentation filters to allow granular analysis and track improvements across different operational groups.

3. Business Impact & Results

• The client began actively engaging with the project, incorporating findings into their continuous improvement strategy and regularly participating in quarterly review meetings.
• Achieved year-over-year improvements across all key metrics, especially in the last two years, demonstrating the effectiveness of the integrated data strategy.
• The updated metrics and robust insights contributed to better understanding of key pain-points and their effect on NPS and overall performance.
• The dashboard, featured in the Q4 2024 report, was later reshared company-wide by the client, showcasing progress and motivating service teams.
• Inspired by the project’s success, the client began systematically capturing and celebrating positive feedback about field engineers, reinforcing a culture of excellence.