01 / Business context
A platform migration exposed a larger measurement and ownership problem.
Replacing one survey platform with another would not solve unreliable timing, thin transaction context, unclear ownership, or inconsistent follow-up.
Early analysis showed that ticket-update time was a poor proxy for the service moment: roughly 47% of orders were serviced three or more days after creation.
02 / Strategic role
Use the migration to build a closed loop that could influence product decisions.
I designed the operating model connecting qualification, survey delivery, directory and transaction data, alerts, QA dashboards, and CX follow-up.
Production findings also became backend requirements for reliable Paid and completion timestamps so feedback could eventually anchor to the customer’s actual experience.
03 / Product decisions
Connect the full loop
Map qualification and delivery through response classification, alert routing, dashboard visibility, and accountable follow-up.
Carry transaction context
Link feedback to customer, order, partner, environment, source ticket, and service timing—not an isolated survey response.
Separate QA from reporting
Operational views monitor completeness, classifications, alerts, and suppression; executive reporting answers different questions.
Make maturity explicit
Document ownership, recurring QA, change control, launch checks, and the steps between an interim timing anchor and the target system.
04 / Evidence + learning
Feedback became an owned workflow, not an inbox of scores.
The Zendesk-to-Qualtrics NPS integration is live with documented QA, routing, suppression, ownership, and follow-up. A true Paid/completion timestamp remains the planned refinement, clearly separated from the current foundation.