Customer Feedback Management (CFM) Solution

Customer Feedback Management (CFM) is a real-time, automated system that collects and manages customer feedback from various service channels and integrates it into daily operations. This solution lets Robi centralize feedback on a single platform, streamline collection, and route it to the right teams for prompt action. It supports continuous improvement of the customer experience through effective closed-loop feedback management.

Key Responsibilities:

• Led sprint planning, development, and technical delivery of an organization-wide CFM system, replacing manual feedback processes with an automated, multi-channel collection and analytics platform that provides near-real-time visibility into customer sentiment.
• Delivered a centralized Survey Management portal enabling dynamic survey creation, targeted distribution to customer segments, and automated feedback collection across 10+ service channels.
• Delivered a reporting portal offering daily survey statistics, customer sentiment analysis, and actionable insights to support data-driven CX decisions..
• Increased CSAT and NPS scores by fully digitalizing the feedback management lifecycle.