Establishing a Company-Wide Measurement Framework for Implementation Experience

March 2025 – Now

🔍 Background

Implementation quality is directly tied to B2B deal renewal rates and account growth, yet ServiceNow had no scalable and reliable way to measure how customers actually experience implementation. Without data, leaders and product teams lacked clarity on pain points, effort drivers, and improvement opportunities.

I was appointed the solo IC lead for this company-wide measurement initiative. Working alongside senior UXR managers, our Research Director, and the Customer Experience (CX) team, I designed the first holistic measurement framework to quantify customers’ implementation experience—including satisfaction, effort, and top challenges.

We piloted the framework through a refreshed CSAT survey. The results are now incorporated into quarterly business reviews with General Managers and our CPO, giving leadership visibility into the quality of implementation and guiding ongoing improvements.

đź—» Process

Step 1: Secondary research & benchmarking
Conducted a review of existing internal metrics, competitor practices, and recommendations from Gartner and Forrester to understand industry norms and identify measurement gaps.

Step 2: Cross-functional workshops with CX and UXR
Facilitated sessions with the CX team and UXR implementation experts to map current challenges, evaluate today’s fragmented measurement methods, and co-define a set of metrics focused on satisfaction, effort, and key blockers.

Step 3: Revamping the CSAT survey
Partnered with CX to redesign the CSAT survey—embedding new implementation measures grounded in our understanding of the customer journey and effort drivers. This created a scalable channel to capture customer feedback at key post-implementation moments.

Step 4: Insight synthesis & PM collaboration
Once CSAT data came in, I partnered with the product PM responsible for implementation workflows to interpret the results, identify actionable themes, and translate the insights into concrete next steps. These insights were then elevated to the quarterly business review for executive consumption.

đź”­ Impact

  • First-ever holistic implementation measurement at scale – Created the company’s initial, end-to-end framework for quantifying implementation satisfaction, effort, and challenges across thousands of customers.
  • Immediate executive visibility & attention – The CPO, Chief Experience Officer, key GMs, and Head of Research all cited this measurement as filling a long-standing blind spot. The data prompted new conversations about product quality, deployment readiness, and customer outcomes.
  • Actionable improvements for product teams – The data revealed concrete areas where product changes could reduce implementation burden—resulting in prioritized fixes and workflow adjustments.
  • Foundation for ongoing measurement – This initiative now serves as a scalable, repeatable mechanism for tracking implementation health each quarter.

✍️ Lessons Learned

  • Data has outsized value in B2B environments. Implementation data is notoriously hard to capture. When we finally surfaced it, product leaders were deeply engaged and eager to explore trends—even those not yet statistically significant.
  • Cross-team collaboration works when priorities are understood early. Aligning with CX’s goals allowed us to redesign the CSAT survey together and capture metrics they were excited to own.
  • Not all insights need to be “stat sig” to be useful. Early directional trends are powerful for focusing teams and identifying areas worthy of deeper investigation.
  • Satisfaction must be paired with effort. A customer may be satisfied but still require excessive effort—measuring both gives a more accurate picture of implementation health.