Customer Experience Trends Report for GetJenny

Led the end-to-end research and analysis for a customer experience benchmarking study of 363 companies listed on the Nasdaq First North Growth Market. I developed the scoring methodology and evaluation formulae, managed the project timeline, and conducted data collection and analysis across 26 key website performance indicators, focusing on trust, clarity of purpose, and ease of communication.

Authored the full report, translating detailed findings into actionable insights for B2B and B2C audiences. The study revealed gaps in GDPR compliance, secure connections, and accessibility of support tools, helping companies understand how to improve first impressions and customer engagement through their digital touchpoints.

Campaign Ownership

Planned and launched the promotional campaign for this after publishing. While this covered the standard organic and paid activities across social and search, I also built a sales enablement element from scratch:

I created templates and tutorials for salespeople to create custom reports for prospects. This created a valuable first-touch opportunity when doing cold outreach. Salespeople were able to rapidly create the custom report and generate a personalised score and placement within the 363 company benchmark for prospects. 

The template and calculator I built also made it possible for salespeople to give their contact quick actions to improve their score. 

This process I built meant salespeople had a custom report built for prospects within about 7 minutes and significantly increased sales performance when these custom reports were used. Cold outreach effectiveness rose and our opportunities created increased by about 3x when this process was used.