NextLeap PM Fellowship exercise
NoBrokerHood Revenue Growth
Isolated service-quality gaps as the priority lever for NoBrokerHood's monthly revenue growth.
Problem
As a product manager on NoBrokerHood's Revenue Growth team, increase the platform's monthly revenue.
Research
- 01Combined a user survey, Google Play Store review analysis, and interviews
- 02Recurring pain points: unresponsive customer support, billing discrepancies, no clear feedback channel, and inconsistent service-provider quality
- 03A rental-agreement journey map surfaced repeated delays and unfulfilled promises as a core trust breaker
Who it's for
Siya 27, engineer
Needs
- A quick, reliable rental-agreement process
- Transparent, responsive support
Pain points
- A promised agreement arrived far later than committed
- Repeated follow-ups met with empty promises
- App reliability issues compounded the frustration
Solutions considered
- 20Quick Response Resolution TeamA dedicated team to promptly resolve user complaints and service issues
- 18Service Quality TrainingTraining programs for service providers on professionalism and communication
- 17Service Level AgreementsDefined response and resolution time commitments
- 16Feedback & Rating SystemLetting residents rate their experience with service providers
Chosen solution
A Quick Response Resolution Team addressing 'Poor Service Quality' — the problem tied for the highest score on impact, reach, and urgency, refined to: how can we enhance trust and satisfaction by improving service quality to drive revenue growth.
Metrics framework
- North Star
- CSAT
- Adoption
- Request submission rate
- Retention
- First-contact resolution rate
- Engagement
- Interaction frequency per resolved request
- Revenue
- Repeat service usage rate