GoodData Helped our organization drive up customer satisfaction by 15%!
Updated March 25, 2022

GoodData Helped our organization drive up customer satisfaction by 15%!

Jeremias Padilla | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoodData

GoodData was implemented within our organization to be able to measure what type of questions and requests our customers had and in which ways we could implement changes and improvements on our product and processes to guarantee customer satisfaction and drive up conversion rates. Additionally, we found new ways to use GoodData to balance our staffing and recognize variables in our rush hours and times of greater occupancy based on customer incoming flow.
GoodData addresses all sorts of issues for our business. We implemented it as a way to report on agent quality and process churn. We also used it to measure the need for changes to our processes and products in order to improve customer satisfaction but also drive up conversion rates and capitalize on revenue. It allowed us to exploit new revenue streams at the same time we optimized revenue opportunities for different markets based on price flexibility and demand studies.
  • Reporting on consumer trends and satisfaction.
  • Data analysis on process implementation and acceptance.
  • Measurable reports on products' price flexibility and areas of opportunity.
  • Availability of tutorials on how to create and configure data and reports.
  • Ease of understanding the meaning of each metric.
  • Frequency of report updates.
  • ROI improvement through better staffing.
  • [Excellent] results for growing the team.
  • Conversion rates increase.
  • Improvement of customer satisfaction.
While it takes some time to get used to the way in which reporting is created, once you are set up it is not hard to scale on your reporting. It may be hard to regain momentum if new reports are not created regularly. However, the existing reporting is comprehensive enough.
It took about a month for us to be able to understand how to better use the product and implement it in the best way possible to obtain results and measurements which were actionable from an operational standpoint. But once reporting and metrics were set up, the product runs by itself making it super simple for implementation on larger scales and distribution to the teams in need of the information.
The ability to share reports with members of our organization in a scheduled manner without the need to go in and pull the reports manually when needed and their ability to access the reports outside of the scheduled times helped liberate time formerly employed in the distribution and analysis of reporting.
We did not integrate GoodData with other tools.

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This does not really apply to our case.
We loved the ease of implementing GoodData to measure quantitative aspects of our operation which allowed us to better plan our staffing without sacrificing support experience. Even if it was hard to achieve the best results when it came to qualitative data which needed some extra analysis or different input on our end.

GoodData Support

The fast and comprehensive responses we got from GoodData regarding the doubts we had experienced while starting to use the products and metrics were of great help in ensuring the metrics we were obtaining were accurate to what we wanted to know about our customers' experience and our product areas of opportunity.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
We did not feel a need to purchase premium support as the standard support we received from GoodData was sufficient to solve the problems or clear the doubts we had at the time we started using the products.
Ramping up at the start of our efforts to improve our team's KPIs was necessary and we did not have much time to get the results we wanted or to setup the tools we needed. GoodData's team was a key player in learning about the differences between each metric and for us to understand what each metric was telling us.