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RUFing it out with Customer Feedback: Knowing the “Why”

Sean Cramer, Atlassian

On one hand, Net Promoter Scores (NPS) are great for gauging how customers feel – but they don’t provide any specific insights. On the other hand, unstructured comments from support tickets and similar sources are rich with detail – but with 15,000 comments per week coming in, it was impossible to categorize and understand what that information actually meant. We needed a better way. Join the head of our Voice of the Customer team, Sean Cramer, to learn about the innovative system Atlassian has built: RUF (Reliability, Usability, Functionality). RUF categorizes , measures, and prioritizes issues gleaned from not just Net Promoter feedback, but from all our sources of customer feedback. Come learn how your organization can take Atlassian’s learnings, and use them to build a similar system for your organization.

Products covered: JIRA Software, Confluence

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