Item: GoodData
Rating: 6
Author: Jeremias Padilla

Overall Satisfaction with GoodData

Use Cases and Deployment Scope

GoodData was implemented within our organization to be able to measure what type of questions and requests our customers had and in which ways we could implement changes and improvements on our product and processes to guarantee customer satisfaction and drive up conversion rates. Additionally, we found new ways to use GoodData to balance our staffing and recognize variables in our rush hours and times of greater occupancy based on customer incoming flow.

GoodData addresses all sorts of issues for our business. We implemented it as a way to report on agent quality and process churn. We also used it to measure the need for changes to our processes and products in order to improve customer satisfaction but also drive up conversion rates and capitalize on revenue. It allowed us to exploit new revenue streams at the same time we optimized revenue opportunities for different markets based on price flexibility and demand studies.

Pros and Cons

Pros

Reporting on consumer trends and satisfaction.
Data analysis on process implementation and acceptance.
Measurable reports on products' price flexibility and areas of opportunity.

Cons

Availability of tutorials on how to create and configure data and reports.
Ease of understanding the meaning of each metric.
Frequency of report updates.

Return on Investment

ROI improvement through better staffing.
[Excellent] results for growing the team.
Conversion rates increase.
Improvement of customer satisfaction.

Usability

While it takes some time to get used to the way in which reporting is created, once you are set up it is not hard to scale on your reporting. It may be hard to regain momentum if new reports are not created regularly. However, the existing reporting is comprehensive enough.

Key Insights

Do you think GoodData delivers good value for the price?

Yes

Are you happy with GoodData's feature set?

Yes

Did GoodData live up to sales and marketing promises?

Yes

Did implementation of GoodData go as expected?

Would you buy GoodData again?

Yes

Alternatives Considered

This does not really apply to our case.

Likelihood to Recommend

We loved the ease of implementing GoodData to measure quantitative aspects of our operation which allowed us to better plan our staffing without sacrificing support experience. Even if it was hard to achieve the best results when it came to qualitative data which needed some extra analysis or different input on our end.

GoodData Support

Support Rating

The fast and comprehensive responses we got from GoodData regarding the doubts we had experienced while starting to use the products and metrics were of great help in ensuring the metrics we were obtaining were accurate to what we wanted to know about our customers' experience and our product areas of opportunity.

GoodData Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

We did not feel a need to purchase premium support as the standard support we received from GoodData was sufficient to solve the problems or clear the doubts we had at the time we started using the products.

Bug Resolution

Exceptional Examples of GoodData Support

Ramping up at the start of our efforts to improve our team's KPIs was necessary and we did not have much time to get the results we wanted or to setup the tools we needed. GoodData's team was a key player in learning about the differences between each metric and for us to understand what each metric was telling us.

Comments

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GoodData Helped our organization drive up customer satisfaction by 15%!