Staying ahead

When a user reaches out to you to report a problem, they're doing you a huge favor.

Most users won't bother:

• Oh, the membership renewal form is too complicated? Guess i won't renew.

• Weird layout problems in the membership directory? Oh well.

Wouldn't it be nice to learn about problems before someone decides to tell you?

What systems do you have in place to let your know when everything is not running smoothly?

Do you check in with your staff? Do you have daily reports or dashboards that you review regularly, for the metrics you care about? How would you notice if there were a problem?

Here's the thing:

Handling issues proactively is far easier and less stressful than scrambling when someone complains.

Thorough testing and regular monitoring can help make that happen.

Whatever metrics you care about, if you're finding ways to measure them, then you can probably measure them proactively too.

All the best,
A.