I spearheaded a plethora of customer satisfaction projects, so naturally it was a high priority for me to implement a way to receive and triage feedback on our team’s design and engineering work. My core focus on this project was to make providing feedback seamless and as minimally intrusive to the operations agent performing their tasks. My secondary priority was to have a seamless and speedy triage process embedded into the same tools. Our average CSAT score for the tooling redesigns was 75% satisfaction, with a growing percentage as we continued to roll out new workflow updates. Our highest satisfied customer was the Law Enforcement Response team with a 90% satisfaction rate.