CSAT Score Super Improvements - Just Do It
One year ago, we started conducting CSAT (Customer Satisfaction) Surveys to measure the satisfaction rate of our users for the US version of Mercari. This scoring system has undergone a series of discussions across our offices in San Francisco (now Palo Alto), Portland, and Tokyo. Now, it’s grown to the point of being included in our company OKR, and we consider it an indispensable metric. In this session, I'll be talking about how the implementation of this metric evolved in the last 12 months, and how it has affected decision-making in our product development.
Software Engineer (Machine Learning)
Takako Ohshima gained extensive technical experience through the Security Camp and the MITOU program organized by the Information-technology Promotion Agency (IPA) during her time as a student, then joined CyberAgent, Inc. after graduating. In the same year, she transferred to the US to work on multiple ad tech products. In 2014, she won 1st place in a US-wide IoT hackathon. In February 2017, Ohshima joined Mercari, Inc. in the US, where she was responsible for developing various in-house tools with the CXI Team. In May of this year, she joined the newly-formed Machine Learning team, where she is improving the data pipeline for the US app.