Cas e s tudy Ho w Fiv err impr o v es the digit al mark e tplace journe y . The global online mark e tplace f or fr eelance s ervices partner ed with Quan tum Me tric t o op timiz e pr oduct perf ormance and cen t er the e xperience ar ound the cus t omer . quan tumme tric. com/ r eques t -a-demo L earn ho w y our t eams c an impr o v e the digital journe y with Quan tum Me tric.Unders t anding critic al triggers in cus t omer f eedback . The Fiv err V oice o f Cus t omer ( V OC) t eam w as looking t o unders tand the critic al triggers tha t w er e driving cus t omers t o lea v e a lo w er NPS r a ting. The t eam s a w a tr end in lo w NPS submissions coming fr om the ‘ s e t tings ’ page but w er e no t certain as t o wh y —the page design and perf ormance w er e w orking as e xpect ed

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