Case Study
Analytics · Email · Reporting
Role
Survey strategy, email campaign support, analytics reporting
Outcome
A practical feedback loop that helped teams collect, organize, and interpret customer insight.
Project overview
RMS Energy needed a more consistent way to capture and understand customer experiences across multiple divisions. I developed a centralized feedback program that transformed customer responses into measurable insights, reporting, and opportunities for follow-up.
The challenge
At RMS Energy, customer feedback was being collected, but there was an opportunity to create a more consistent process for capturing, organizing, and reporting that data. I helped develop a centralized customer feedback program designed to give teams greater visibility into the customer experience and make feedback easier to act on.
Process & approach
With projects spanning multiple divisions, collecting feedback consistently was only part of the challenge. Responses also needed to be centralized, monitored, and translated into meaningful insights that teams could actually use.
The goal was to create a repeatable process that could scale across the organization without adding unnecessary manual work.
Outcome & impact
I helped transition the program to SurveyMonkey and built a standardized survey structure across four divisions. From there, I worked on connecting survey responses to centralized reporting, creating processes for identifying low scores, and supporting the development of a Power BI dashboard for greater visibility into customer sentiment and trends.
The system was designed to connect each step of the feedback cycle, from survey distribution and response collection to reporting and follow-up.
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