Customer Experience Case study

Servicelovers

A customer-experience and employee-recognition platform for real-time feedback, service measurement and frontline recognition.

Customer Experience

Servicelovers Servicelovers

Lead Software Engineer

System map · Operational ecosystem

Engineering scope

  • Five surfaces, one model Five definitions of a service interaction produce no answers
  • Attributed to a person Which turns a location metric into recognition

Feedback path

  1. Service

    The moment itself

  2. Capture

    In-store, web and mobile surfaces

  3. Attribute

    To the person who delivered it

  4. Two products, one dataset

    Measurement

    What management sees

    Recognition

    What the frontline sees

Surfaces delivered

  • In-store feedback application
  • Customer-rating web
  • Social mobile application
  • Administrative platform
Product surface
The public Servicelovers site, showing its customer-experience measurement and recognition positioning.

Engineering

Web applications · Mobile applications · Administrative systems · Feedback workflows

Public product · Proprietary source code

Role
Lead Software Engineer
Disclosure
Public product · Proprietary source code
Links
Product website

The problem

What the system had to solve.

Asking someone what they thought of a service two days later gets a different answer than asking as they leave, and far fewer answers. Real-time service measurement has to be collected where the service happened.

That makes it an ecosystem rather than an application: the customer, the frontline employee and the manager each need a different surface, in a different place, at a different moment.

What I owned

The responsibility behind the work.

Contributed across the full product ecosystem: the public portfolio, the administrative platform, the customer-rating web experience, the social mobile application and the in-store feedback application.

Engineering approach

How it was built.

Five surfaces share one model of a service interaction, because five applications that each define it slightly differently produce five sets of numbers and no answers. Attributing feedback to the employee who delivered the service turns a location metric into recognition, which is why the social surface exists separately from the reporting one.

Feedback path

  1. Service
  2. Capture
  3. Attribute
  4. Measure
  5. Recognise

Feedback has to be collected in the moment

Why this is not a survey product.

Asking someone what they thought of a service two days later gets a different answer from asking them as they leave, and far fewer answers. Real-time service measurement therefore has to be collected where the service happened — at the counter, in the store, on the way out — not emailed afterwards.

That constraint is what makes it an ecosystem rather than an application. The customer, the frontline employee and the manager each need a different surface, in a different place, at a different moment.

One platform, several surfaces

  1. Service measurement platform
    1. In-store application Feedback at the point of service
    1. Customer-rating web Rating away from the counter
    1. Social mobile application Recognition between employees
    1. Administrative platform Measurement and management
Each surface exists because the moment it serves cannot be served by the others.

Measurement that names people

The difference between a score and recognition.

Most feedback products measure a location and stop. Attributing feedback to the person who delivered the service turns a metric into recognition, which is a different product with a different obligation: if praise is going to be attached to individuals, the attribution has to be right and the surrounding experience has to be built for people rather than for reporting.

Two products from the same data

Measurement

  • Service scores by location
  • Trends over time
  • Management reporting

Recognition

  • Feedback attributed to individuals
  • Visible appreciation
  • A social surface for frontline staff
The second is why the mobile application exists at all.

Working across the whole ecosystem

What lead engineering meant here.

The work spanned the public marketing site, the administrative platform, the customer-rating web experience, the social mobile application and the in-store feedback application. Five surfaces sharing one model of a service interaction, where an inconsistency between any two of them shows up as a number that does not reconcile.

Surfaces delivered

  • Public marketing portfolio
  • Administrative platform
  • Customer-rating web experience
  • Social mobile application
  • In-store feedback collection application

The coordination problem is the engineering problem. Five applications that each define "a service interaction" slightly differently produce five sets of numbers and no answers.

Engineering scope

What I worked on.

  1. Public marketing portfolio
  2. Administrative platform
  3. Customer-rating web experience
  4. Social mobile application
  5. In-store feedback collection application

Why these decisions mattered

The trade-offs behind the ecosystem.

  • Collect at the point of service

    Decision
    A dedicated in-store application rather than follow-up surveys.
    Why
    Delay costs both response rate and accuracy; the moment is the measurement.

  • Attribute feedback to people

    Decision
    Feedback is tied to the employee who delivered the service.
    Why
    It is what turns a location score into recognition the frontline actually values.

  • A separate social surface

    Decision
    Recognition lives in its own mobile application.
    Why
    Employees will not open a management reporting tool to see that someone appreciated them.

  • One shared model across five surfaces

    Decision
    All applications share one definition of a service interaction.
    Why
    Divergent definitions produce numbers that cannot be reconciled or trusted.

Impact

What the ecosystem delivers.

Feedback is captured at the point of service rather than after it, and attributed to the person who delivered it, so the same data serves both management measurement and frontline recognition.

Technology

The technical surface.

  • Web applications
  • Mobile applications
  • Administrative systems
  • Customer feedback workflows

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