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01 Inspection interview Rewards

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Resources
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Overview

Describe the experiment in one sentence? Reward borrowers or lenders with gift cards or exclusive discounts for participating in interviews that provide in-depth feedback on their inspection experiences.
What information is the experiment designed to produce? Detailed insights into customer experiences, pain points, and satisfaction levels related to the inspection process.
What trigger initiates the experiment? Completion of an inspection followed by an invitation to participate in an interview.
Describe a real-life story of how the experiment will play out. After an inspection is completed, the borrower or receives an invitation to participate in a follow-up interview. The interview, conducted via phone or video call, delves into their experience, exploring what went well, what could be improved, and their overall satisfaction with the process. In return for their time and insights, participants receive a reward, such as a $50 Amazon or Home Depot gift card, or a discount on their next inspection service. The reward is positioned as a thank-you for their valuable feedback, which helps improve the service for everyone.
Describe the intended impact of the experiment? To gather rich, qualitative data on customer experiences that can be used to refine and enhance the inspection process, while also fostering goodwill through rewards.
How does the intended impact boost customer engagement? By rewarding customers for their time and insights, they feel valued and are more likely to engage positively with the brand, leading to improved satisfaction and loyalty.
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Updates, Questions & Approvals

Approval for 15 min vs 30 min?
Benefit of 15 is an easier “yes” post inspection but less data
Benefit of 30 is more data, Downside we will likely have to schedule a different time and people may drop and they have less memory.
Review & Approval for
Budget
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/Incentive Rate
$30 vs $48 per interview.
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Review & Approve insight targets & interview questions
5 most important insights / Interview questions
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UPDATE: Cash incentives over gift cards (overwhelming support from research)
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Project Requirements

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Dovetail
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Proj Budget
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Are there tech assets that are required? No special tech assets are required beyond a platform for conducting interviews and tracking responses.
Are there creative assets that are required? No.
Is there copy or script assets required? Yes, interview scripts and messaging for offering the rewards and conducting the interview.
Is team training required? Yes, inspectors will have to be trained on the script to offer the interview incentive. JLR will conduct interviews and prep accordingly.
Is there any third party software subscriptions? Yes, Dovetail stands out as the best tool for dropping in an MP3 of a call for analysis because of its robust transcription, tagging, and collaboration features. It’s designed to handle qualitative data efficiently, making it easy to extract insights from recorded phone interviews. This makes it particularly valuable for research teams looking to analyze and report on interview data in a structured and collaborative way.
Is there information required from customers? Yes, detailed feedback on their inspection experience.

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Key Performance Indicators

How do we track the impact of the experiment? By monitoring the number of interviews conducted, the quality of the feedback received, and insights regarding features based on the insights.
Where is the data going to be stored? In a centralized database built in Coda/Gsheets to reference in the future using AI, with detailed notes from each interview.
What quantitative data are we tracking for this experiment? Number of interviews conducted, reward redemptions, and any follow-up actions taken.
What qualitative data are we tracking for this experiment? Detailed insights from the interviews, including recurring themes and actionable feedback.
How will the metrics be presented? In internal reports that summarize the feedback, highlight key trends, and recommend specific improvements to the inspection process.

4 Weeks

📅 Time to implement

20

⚖️ Sample Size Target

$1,128 - $2,562

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💸 Budget
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