NextLeap PM Fellowship exercise
NoBrokerHood Revenue Growth
Isolated service-quality gaps as the priority lever for NoBrokerHood's monthly revenue growth.
Problem statement
As a product manager on NoBrokerHood's Revenue Growth team, increase the platform's monthly revenue.
Research
- Combined a user survey, Google Play Store review analysis, and interviews
- Recurring pain points: unresponsive customer support, billing discrepancies, no clear feedback channel, and inconsistent service-provider quality
- A rental-agreement journey map surfaced repeated delays and unfulfilled promises as a core trust breaker
Who this is 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
Quick Response Resolution Team
Score: 20A dedicated team to promptly resolve user complaints and service issues
Service Quality Training
Score: 18Training programs for service providers on professionalism and communication
Service Level Agreements
Score: 17Defined response and resolution time commitments
Feedback & Rating System
Score: 16Letting 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