Speaker: Takako Ohshima
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.