for W3c validation

Note: as I’m currently evaluating and interviewing for product manager opportunities, I’m publishing many answers to the product, behavioral, business, and life questions I’m researching/practicing publicly rather than keep them private in a Google doc.

Give me an example of a time you used customer feedback to drive improvement or innovation.

After Zillow’s launch in February of 2006, we monitored customer feedback for several months and categorized each piece of feedback into buckets. A very, very large percentage (substitute actual number in job interview) of customer feedback was related to incorrect Zestimates and home facts (which were sourced from public records). Zestimate complaints about accuracy were not surprising (after all, they are estimates not appraisals), but we had no idea public records included so much faulty data. As a result, we shifted our product strategy and prioritized enabling home owners to edit their home facts directly on the website as our next feature. That led to a large decline (substitute actual number in job interview) in customer complaints about incorrect facts and improved data accuracy to drive our Zestimate algorithms.