RUFing It out with Customer Feedback: Knowing The “Why”


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Do you collect customer feedback? Are you using it to address the problems your customers actually experience?

You may have found that Net Promoter Scores are great for learning what customers feel, but don’t provide specific insights.

Unstructured comments are rich with detail, but with over 80,000 comments per month coming into Atlassian, it’s Voice of the Customer team couldn’t effectively categorize and measure what that information meant.

Introducing Atlassian’s RUF framework – Reliability, Usability, Functionality

RUF allows you to categorize, measure and prioritize issues gleaned from Net Promoter feedback and other sources of unstructured customer feedback. Apply Atlassian’s method and learn how you can reduce performance “mentions” by 75%.

Sean Cramer, Head of Customer Voice at Atlassian will show you:

  • How to find insights to impact your product organization, customer satisfaction and your company as a whole.
  • How can you take Atlassian’s key learnings, and apply them to build a similar system for your organization.
  • Learn how you can align your product management organization to address the problems your customers actually have.

About the speakers

Sean Cramer

Sean Cramer has more than 15 years of experience in customer feedback and customer experience. He currently heads Atlassian’s Voice of the Customer team for this high growth company. Sean and his team are responsible for maintaining, communicating and implementing changes based on the company and product Net Promoter Score and insights into the customer journey.

Gary McGrath

Gary McGrath is Kayako’s Customer Success Consultant. Gary started his career in customer services and support when he founded his own company in 2002. Since joining Kayako six years ago, Gary has helped to improve customer satisfaction and retention with his dedication to customers and understanding of their challenges.


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