Parallel Run
Replay what the old survey programme missed, reconcile every gap, then sign the cutover.
The job
Before the current survey platform's renewal, shows leadership what the old programme missed and how late. It runs both side by side, proves the quoted KPIs match, explains every gap, keeps the trend unbroken and gets a signed switch decision before the deadline.
The moment
Before renewing the old survey platform, leadership replays last year. OnClarity picked up a login fault on 9 March from 212 customers; the old monthly report only caught it on 2 May.
In between, 4,380 pieces of feedback were heard but not acted on. Eleven more issues show the same pattern, with a median lead of 38 days.
Running both programmes side by side, NPS reads +31 on the old programme and +29 on OnClarity (27 to 31), which counts as a match.
But the old programme followed up 31% of unhappy customers against 94%, and heard 1,212 customers a month against 61,400.
The switch-over certificate is signed 43 days before renewal, and procurement forwards the link before the meeting ends.
What it does
- Set parity rules
- Log an issue the old report named
- Explain a gap with evidence
- Record a role sign-off
- Send the certificate and countdown
- Drill any first-seen entry to verbatims
What you see
A scrubbable "What You Missed" replay, a twin-track ledger with a renewal countdown, a reconciliation ledger, a continuity splice of the multi-year NPS line, and a cutover certificate with sign-off seals
What it moves
The must-have KPIs that match, with no open gaps, before the renewal date, and the median days OnClarity spotted issues ahead of the old programme, which keeps being tracked after the switch.
Built for
- CX leaders & VoC
- Analysts & data
- Executives & leadership
