You are the product manager of a video conferencing app (before COVID). You ran a customer satisfaction survey with 400,000 respondents and received the following results: 40% responded with a score of 2, while 40% responded with a score of 4 on a 1-5 scale. How would you use these results?

I want to ask a few clarifying questions:
- What was the objective of this survey? Were we trying to get a rating on a feature, on a service, or on the overall product?

- What is the persona of these 400k users? Are these casual users or power users? Do we have some understanding of the demographics of these users?

- How did people submit their responses? Did they rate 2 for a particular proposition, or is it average for many questions?

- How did a user understand what two means, and how does it differ from other levels? What was the nomenclature used?

- Apart from score feedback, did we get any elaborative feedback also from the user to understand their pain point?

Once I understand the survey better, I will retouch the study's objective to prepare the next set of actions. I will prioritise the users which rated the product as "2" on five because 40% is a vast number, and the reason they rated 2 and not 1 gives me hope to move these users towards 3 and 4. I will try to segment users who have given us 2 and prioritise segments based on the product's icp and scale. Once that is done, I will contact that segment of users and collect some elaborative feedback (if the form doesn't have that). Post this, my objective will be to prioritise the pain points from elaborative feedback based on impact and effort.

Once the roadmap has been built, I want to communicate with the users about the action items we have taken based on the survey activity. The objective will be to keep them posted and show accountability. Once we ship solutions for the particular pain points, I will retouch with the user base to update them on the progress. This will increase their trust in the system and their likeliness to give more feedback in the future.

My 2nd priority will be to touch upon the cohort of users who rated us 4. I will repeat the same activity to find some low-hanging fruits, implement solutions fast and convert some % of users from 4 to 5.