Michelle is a senior client-side researcher responsible for leading Telstra’s NPS and Customer Experience research programs of work. Michelle’s work at Telstra has led to modernisation of methodologies and insights that have improved many customer experiences. Michelle holds a BA Hons [Psych] from Sydney University and an MBA from UNE. Michelle’s experience spans both client and agency sides of the industry, working for Dangar Research, Eureka Research, The Market Intelligence Co and Ipsos. And on the client side, Michelle has NRMA and ING Direct prior to joining Telstra.
Co-Presenters: Matt Howley
As researchers and users of research, we seem to have an unspoken assumption when we gather and present survey research and make decisions, that each participant has provided their answer and it’s their final word. In this paper, we’ll share a case study and present the argument that we gain significantly greater insight as researchers when we challenge this ‘final word’ assumption. The session will touch on the concept of the Crowd Within, where multiple answers from participants can create create more accurate estimates. We’ll share Telstra’s experience working with a longitudinal NPS and customer experience study. We’ll discuss how the work of customer experience professionals is continually being undone and redone in the minds of consumers. For organisations running NPS programs, we offer fresh thinking about how scores move. By listening out for changes in the answers that participants give over time, we learn where to look to find actionable stories. For the adventurous researcher, further possibilities for research innovation are explored.