Co-creating with Qualtrics (Exciting update about giffgaff pioneers)

amy_b_d

Hi everyone, I hope you’re keeping safe.

I wanted to share some really exciting news with you about the future of giffgaff pioneers. But first I want us to just look back at the great things we did last year.

It's been a very exciting year with members at the heart of lots of product development and decisions made at giffgaff, and I'm so proud of all members who have got involved. Last year we had:

65 phone calls with members across 7 different projects,
45 members visited the office for 15 different projects,
More than 300 members sign up to the beta app to give feedback and ideas. (And thanks to them, and many more, we’ve implemented some well needed changes to the technology and features of our current My giffgaff app.)
together both pioneers and forum members visited nearly 60 Tesco stores through a mystery shopper project and we were able to achieve more store space to sell SIMs at no extra cost of giffgaff,
5 members tested the 5G network over an 8 week period, giving us a real look at what 5G possibilities can enable for us before we upgrade our metwork.

You’re all absolutely amazing. Thank you!

"So Amy, what’s this exciting news?" you’re now asking?

Managing giffgaff pioneers has been down to me and I rely on a lot of people around the business for different things. To name a few we have our business analysts who help me collate which members we reach out to and analysing surveys, to our CRM managers who build our emails and send the emails.

I’ve been very fortunate to have the help from these teams, however for us to give you a better run by you experience, we’ll need some help with a new management tool. This is why we have partnered with a company called Qualtrics who provide just that - a panel management platform.

This platform will help us with communication, management, analysis, insight and allow us to offer you opportunities to get involved in projects you have an interest in (based on what you said you’d like to dive into from the onboarding survey.)

Basically, this means you will have:

More opportunities to get involved in projects that you care about around the gaff.
Your feedback will be listened to and acted on quicker.
More communications about how you have had an impact at giffgaff.
SMS notifications if you've signed up to take part in product testing
Hear more stories about what else is going on around the gaff.
Opportunities to support the future of Labs

I’m very excited to get stuck into using this new tool, and we already have 2 projects coming up so keep your eyes peeled for your emails. They will soon look slightly different and they will come from a slightly different mailing address. I’ll share with you how they look over the coming weeks.

Thank you all so much for continuing to be such an amazing community to co-create with. I hope you enjoy getting involved in more projects in the near future.

All the best,
Amy

dtuxcomp

amy_b_d Hi Amy, that's great to hear, I look forward to seeing how this moves Pioneers forward 🙂

benjamin567

amy_b_d This sounds great, I can't wait to see what is next in store!

ray2

amy_b_d Hi Amy i look forward to seeing where this is going 💜

One question when you say our "feedback will be listened to and acted on quicker" how will it be acted on quicker? and how will we know it's been taken onboard, will there be a dedicated member of staff on this at all times? (apart from yourself)

kathleen414

amy_b_d
Hey that's fab and I really enjoy this way of contributing .
Looking forward to the new projects coming our way 🧡

amy_b_d

Thanks both! I'm chuffed to hear that you're excited like me. We will start exploring it's capabilities this week with some training on how to use it, so hopefully over the next few weeks you will start seeing some comms from our new platform. 🙂

jesi23

amy_b_d

Thanks for the update! _{_🤡}

amy_b_d

ray2 One question when you say our "feedback will be listened to and acted on quicker" how will it be acted on quicker? and how will we know it's been taken onboard, will there be a dedicated member of staff on this at all times? (apart from yourself)

Morning Ray, that's a fair question to ask.

So at the moment when a product team approaches me with a brief, it can take up to 2 weeks to get everything set up - from getting the email written and sent, to then recruiting members to the office, or having them till in the survey or talk to us on the phone. With Qualtrics we see this happening within a week, and possibly within 3 working days. 🙂

dtuxcomp

amy_b_d That's a much better turnover isn't it 🙂

amy_b_d

dtuxcomp I definitely think so. 🙂 When our product teams test their products with non-members with the help of a research agency, the turn around can be as low as 3 days so I hope we can achieve that too.

dtuxcomp

amy_b_d That would be great wouldn't it, there's a risk when things take too long that the project will lose momentum and be put on to the back burner.

amy_b_d

dtuxcomp That would be great wouldn't it, there's a risk when things take too long that the project will lose momentum and be put on to the back burner.

That's exactly what we are going to try and avoid. It hasn't happened a lot but the teams can pivot and change so quickly that it's really important that we can keep up too. 🙂 Thanks for your support!

Just to let everyone know we had our training session with the tool on Wednesday. Everyone who took part was very excited to see how it can all shape together. As mentioned I'll let you know what future emails and SMS's will look like so you know it can be trusted.

dtuxcomp

amy_b_d At least you are managing to still keep it moving forwards despite everything that's going on.

amy_b_d

Hi everyone! Quick update from me.

We're still setting Qualtrics up so I think it will be another 2 weeks until you will start seeing emails and surveys. One of our awesome developers has been giving the platform a makeover to look like giffgaff as well.

I'll hopefully have more to share with you next week about the mailing list that it will come from but the good news is that it will come from giffgaff.com so you can definitely trust it.

I also want to share my newest blog . I talk about the outcomes of your involvement over the last few months. I hope you enjoy the read.

Hope you enjoy yourselves as best you can over the bank holiday weekend. I've taken an extra day off so I won't be around tomorrow but feel free to pop your questions here or in my PM inbox and I'll get back to you on Monday.