⚑ Customer feedback round — held before the internal stage

☐ Decide visibility — Matilda's answer (Q5)

Customer

Internal

Concerns

Schedules

Clear communication

Understanding needs

Strengths

Creativity & innovation

Skills & expertise

Proactivity

Value delivered

Customer satisfaction at 3/5 with unresolved delivery issues driving account to Poor

Internal team flagging schedule pressure for 2 months, not yet visible in customer feedback

Proactivity seen as High risk by both customer and internal Aligned

Innovativeness: customer wants more, internal rates Medium, gap not yet critical Watch

Account continuity stable, key contacts engaged, QBR scheduled

Scope confusion: client unclear on current work

Unclear responsibilities after scope change

Show all risks →

New product launch needs campaign support

Summer resourcing gap we could fill

Show all opportunities →

CSAT

3.0

↓ −0.5

NPS

100

↑ +0 (9)

Response

75%

↑ +5%

All feedback

Customer · internal · account owner

Customer ⚑ 1

Poor

Customer feedback only

Schedules

Deliverables arriving late

Clear communication

Updates feel irregular and vague

Creativity & innovation

Internal 2 new

Poor

Internal feedback only

Innovativeness

Delivery adequate but not exceeding expectations

Proactivity

Customer has flagged slow initiative

Account owner

Fair

Owner feedback only

Proactivity

2 escalations took 48h+ — client expects same-day response

Account continuity

Relationship stability

QBR scheduled, exec check-ins maintained

CustomerCustomer feedback2/2 responses · Aug 2025⚑ Review requiredPoor

Held before the internal stage — 1 answer needs your decision. Review →

Is the collaboration running smoothly? (1–5)

Joel Vuorinen

3 / 5

Matilda Leppänen

3 / 5

Is account management running smoothly? (1–5)

Joel Vuorinen

3 / 5

Generally ok, but response time on urgent issues could be faster.

Matilda Leppänen

2 / 5

We feel like we're chasing updates rather than receiving them proactively.

What's coming up for the account?

Joel Vuorinen

Q3 product launch coming up, we'll need extra campaign support for the launch period.

InternalInternal feedback5 respondents · May 2026Poor

Is the collaboration running smoothly? (1–5)

Tony Rhonda

2 / 5

Capacity too tight — consistently finishing at the last minute.

Anna Korhonen

3 / 5

Workload manageable but deadlines are slipping.

Is your own work running smoothly? (1–5)

Tony Rhonda

2 / 5

Work is meaningful but the pace is unsustainable. 3 of 8 deliverables missed deadline.

Anna Korhonen

4 / 5

Creative work is engaging. Scheduling pressure is the main pain point.

Account ownerAccount owner feedbackErika Salo · May 2026Fair

Is the collaboration running smoothly? (1–5)

Erika Salo

3 / 5

Delivery issues and communication gaps need attention. Proactivity is the most urgent fix.

Assessment of account continuity (1–5)

Erika Salo

4 / 5

Key contacts engaged, QBR scheduled, relationship stable despite operational issues.

Customer feedback

2/2 responses · 20 Aug – 27 Aug 2025 · Complete

⚙ Analysis — why status is Poor

CSAT baseline 3/5 — this alone would be Fair

Previous issues flagged as unresolved → increases risk to Poor

Is the collaboration running smoothly? (1–5)

Joel Vuorinen

3 / 5

Matilda Leppänen

3 / 5

Is account management running smoothly? (1–5)

Joel Vuorinen

3 / 5

Generally ok, but response time on urgent issues could be faster.

Matilda Leppänen

2 / 5

We feel like we're chasing updates rather than receiving them proactively.

What is working well?

Joel Vuorinen

Clear plansClear communication

Matilda Leppänen

Understanding needs

What should be developed?

Joel Vuorinen

Innovativity

Matilda Leppänen

Proactivity

Are the specialists performing well?

Joel Vuorinen

Skills are strong, but we'd like to see more creative initiative from the team.

⚑ Review required

Matilda Leppänen

To be blunt, the problem is Marcus Niemi. He shows up to meetings unprepared, his work has been consistently sloppy, and I've completely lost confidence in him. Either he goes, or we'll have to reconsider the whole arrangement. The rest of the team is fine.

Held — not visible to the internal stage until you decide. Review →

Have previous issues been resolved?

Matilda Leppänen

The deadline issues from last quarter have not been fully resolved — we still see delays.

Question	JV Joel Vuorinen	ML Matilda Leppänen
Is the collaboration running smoothly? (1–5)	3 / 5	3 / 5
Is account management running smoothly? (1–5)	3 / 5 Generally ok, but response time on urgent issues could be faster.	2 / 5 We feel like we're chasing updates rather than receiving them proactively.
What is working well?	Clear plansClear communication	Understanding needs
What should be developed?	Innovativity	Proactivity
Are the specialists performing well?	Skills are strong, but we'd like to see more creative initiative from the team.	To be blunt, the problem is Marcus Niemi. He shows up to meetings unprepared, his work has been consistently sloppy, and I've completely lost confidence in him. Either he goes, or we'll have to reconsider the whole arrangement. The rest of the team is fine. ⚑ Review required · Review →
Have previous issues been resolved?	—	The deadline issues from last quarter have not been fully resolved — we still see delays.

Internal feedback

5 respondents · last updated today

⚙ Analysis — why status is Poor

Own work scores averaging 3/5 — baseline would be Fair

Schedule pressure flagged for 2 months + proactivity rated High risk by team → Poor

Customer hasn't flagged schedule issues yet — this is a leading indicator

Internal risk evaluation

Risk area	Person	Risk status	Comment
Innovativeness	Tony Rhonda	Medium	Customer expects new ideas; delivery adequate but not exceeding expectations.
Innovativeness	Anna Korhonen	Medium	Technically fine but not bringing fresh angles proactively.
Proactivity	Tony Rhonda	High	Customer has flagged slow initiative. Needs clear improvement target.
Proactivity	Anna Korhonen	High	We wait to be asked instead of leading. Customer signal aligns.

Is the collaboration running smoothly? (1–5)

Tony Rhonda

2 / 5

Capacity too tight — consistently finishing at the last minute.

Anna Korhonen

3 / 5

Workload manageable but deadlines are slipping.

Is your own work running smoothly? (1–5)

Tony Rhonda

2 / 5

Work is meaningful but the pace is unsustainable. 3 of 8 deliverables missed deadline.

Anna Korhonen

4 / 5

Creative work is engaging. Scheduling pressure is the main pain point.

Account owner — synthesis assessment

All sources reviewed · last updated today

⚙ Analysis — why status is Fair

Account continuity strong — relationship stable, QBR scheduled

Customer Poor + Internal Poor signal requires active management → overall Fair

Proactivity High risk confirmed across all sources — immediate action needed

Account owner view

Risk area	Customer signal	Internal assessment	Owner status	Owner comment
Innovativeness	Wants more new ideas	Medium — Tony & Anna	Medium	Agree with internal view. Will raise in next planning session.
Proactivity	Expects more initiative	High — Tony & Anna	High	Customer signal aligns with internal. Immediate improvement target needed.

Is the collaboration running smoothly? (1–5)

Erika Salo

3 / 5

Delivery issues and communication gaps need attention. Proactivity is the most urgent fix.

Assessment of account continuity (1–5)

Erika Salo

4 / 5

Key contacts engaged, QBR scheduled, relationship stable despite operational issues.

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