Would you change anything in Acko if you could, to make it better?

Question Analysis

This question is asking the candidate to demonstrate their ability to analyze a situation and suggest improvements. It's an opportunity to showcase understanding of the organization, creativity, and problem-solving skills. The interviewer is looking for insights into how you think about organizational development and your willingness to contribute to continuous improvement. Be careful to provide constructive criticism and also show respect for the organization's current processes and achievements.

Answer

Situation: While working at Acko, I noticed that the customer feedback loop was not as efficient as it could be, which sometimes led to delays in addressing customer concerns.

Task: I believed that improving the feedback loop would enhance customer satisfaction and retention, which are crucial for maintaining Acko's reputation and success.

Action: I proposed implementing a digital feedback system that would allow customers to submit feedback directly through the app. This system would categorize feedback based on urgency and type, automatically notifying the relevant department to take action. I collaborated with the IT and Customer Service teams to design and develop this system.

Result: After the implementation, the response time to customer feedback improved significantly, with a 30% reduction in resolution time. This led to higher customer satisfaction scores and positive reviews, which ultimately contributed to an increase in customer retention rates.

If given the chance, I would continue to focus on enhancing digital solutions that streamline internal processes and improve customer interactions, as these are key areas that can drive Acko's growth and customer satisfaction.