After a customer support event, Fastly reviews the process, protocol and customer feedback to identify any areas of improvement. An NPS Slack channel keeps track of customer satisfaction and sends updates directly to executives. Kim Ogletree, Fastly’s vice president of customer success, personally reaches out to customers who need extra support and will then assign action items to the right department in the NPS channel—product feedback goes to the product team, service issues to the customer service manager, and so on.