Measuring Service Levels

Today I started a new counter.

As someone with a background in Learning & Development, Operations, Customer Experience, and Quality, I believe metrics matter. You can’t improve what you don’t measure.

Today, I submitted a request to Nextdoor Investor Relations for the Company’s audited financial reports for the last two fiscal years, or for direct links to the publicly available filings.

As a reminder, today is Day 14 since I requested a copy of a study from Jacob Chavis, Senior Manager, Customer Insights, that was referenced as being available at the conclusion of one of Nextdoor’s posts. I have not yet received the study or a response to my request.

I’m interested in understanding the service levels provided to shareholders and whether this experience differs from the responsiveness I’ve experienced through other Nextdoor channels.

Anyone who knows me knows I don’t simply walk away from unanswered questions. In sales, there’s an old saying: “They buy, or they die.” Persistence matters. In this case, I’m interested in seeing whether Nextdoor is willing to have an open discussion about its culture, communication practices, and methodology—or what CEO Nirav Tolia has described as the company’s “thesis.”

An update: As I was writing this post, I received a reply from John T. Williams, Head of Investor Relations. Talk about timing.

Now I have to wonder… did someone set up an alert, or has John decided it’s time to head for the lifeboats instead of staying aboard the Titanic? 😄 Either way, I appreciate the response and look forward to reviewing the information provided.

The counter continues. I’ll document what I receive, how long it takes, and what I learn. Transparency, accountability, and continuous improvement benefit customers, employees, shareholders, and the company alike.

Join the discussion on NielFlamm.com/blog.