How would you approach setting up such a program?

July 18, 2021

Christopher R. Teeple

Robinhood is interested in better understanding points of friction in the customer journey. We’re thinking about piloting a “Voice of Customer” survey program which solicits feedback from our customers after they’ve called in and connected with us through our agents.
You have been asked to develop a document, roadmap and dashboard that will be shared with stakeholders for how we should develop this program. The dashboard and roadmap will be shared broadly whereas the document will be a write up for the Head of Customer Experience.
CASE STUDY:
You will be developing preliminary material to share with the Head of Customer Experience and our agents. The goal is to lay the groundwork for the Voice of the Customer Program. You have been asked to:
• Deliver a 1 page document that outlines the approach the Voice of the Customer program
• A roadmap that outlines the steps required to implement the program
• And a dashboard that will be used by senior leadership and our agents
Deliverable A: 1 Pager
Write a 1 page document that outlines your approach to setting up such a program. The document should address the following questions:
a. How would you approach setting up such a program?
b. What are the big milestones in this program?
c. What are potential impediments?
d. How do we determine whether this program is a success?
e. What questions should we include in the survey and why?
f. What other collateral would you include as part of this project?
Deliverable B : Roadmap
Develop a roadmap that outlines your process for setting up the “Voice of the Customer” program. Feel free to set up the roadmap as you see fit and make reasonable assumptions. Elements that you may wish to consider are timelines, milestones, resourcing, stakeholders and progress check-ins.
Deliverable C: Dashboard
Design a dashboard that could be used by agents and senior leadership to track the Voice of the Customer Program.
Some questions to think about are:
i. What are you seeking to track? (
ii. What metrics would you include?
iii. How should we think about different customer segments? How about different channels?

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