Energy-saving thermostat with a built-in Air Quality sensor.
ecobee is a smart home automations company that is most well-known for building the world's first smart (internet-connected) thermostat. Today, ecobee's Smart Thermostat Premium saves energy and also includes air quality monitoring, built-in voice control and a room sensor.
I worked as an Product Manager Intern at ecobee on the energy hardware team. I worked closely with the thermostat software lead to analyse and address customer feedback and identify and fill metric reporting gaps. I took ownership of Air Quality, one of the top sources of detractor feedback that was identified. I led a thorough investigation and managed to align on 3 recommendations to address the customer feedback. The P0 recommendation was scheduled to be implemented and tested via. an employee field trial in September 2023.
Customer Satisfaction (CSAT) and NPS were used as the primary indicators for customer happiness. Additional success metrics specific to the new Air Quality solution were also identified.