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Problem Statement:

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“I want to know what customers care most about right now.”

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Gateway User Journey

A good starting point for answering this question is to use search to ask the question directly “what do customers care most about right now?”. Let’s say the response highlights the following themes:
  • Updates and Information Requests
  • Immediate or Urgent Responses
  • Pricing and Lease Terms
Your next steps could be to delve further into each one - perhaps asking where this is coming up most or getting specifics on the types of updates or responses.
Another good place to start is the Top Goals -
  1. Navigate to Insights (accessed via the menu in the top right) >Top Customer Goal
  2. Here you will see a list of the top 50 things thatcustomers are contacting about ; this can help inform things like new initiatives in the services offered to your customers, or product features in the resident portal.
Topgoals Pn

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Problem Statement:

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“I want to know what the most important features for our resident portal are.”

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Gateway User Journey

You can also use the Top Goals to inform your roadmap prioritisation.
  1. Navigate to Insights (accessed via the menu in the top right) >Top Customer Goal
  2. Here you will see a list of the top 50 things thatcustomers are contacting about ; this can help inform things like new initiatives in the services offered to your customers, or product features in the resident portal.
For example, if submitting insurance details is happening a lot then it makes sense to ensure this process is as seamless as possible within the resident portal or app - perhaps focusing on automating it altogether. You can also use search to ask “what are people saying about submitting their insurance details?”
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