Birdie Methodology (MIPM Cycle)

Birdie is built around a continuous improvement cycle called MIPM — Monitor, Identify, Prioritize, Measure.

It’s inspired by the classic PDCA model, but tailored for Customer Experience (CX) and Voice of Customer (VoC) programs.

The goal: help your team turn scattered feedback into structured insights and measurable improvements.

The 4 Pillars of MIPM

1

Monitor

Centralize all your customer feedback into Birdie — from support tickets, app reviews, surveys, social mentions, or data warehouse exports.

• Keep the original context and metadata (segments, channels, profiles, behavior).

• Ensure nothing gets lost, no matter where feedback comes from.

2

Identify

Use Birdie’s AI to surface patterns, recurring issues, and customer requests.

• Spot signals, sentiments, and intentions in unstructured feedback.

• Group related feedback into Areas (broad themes) and Opportunities (specific insights).

• Quantify how often issues appear and who they affect.

3

Prioritize

Not every problem is equally urgent. Birdie helps you decide what matters most.

• Compare Opportunities by volume, impact, and affected segments.

• Link feedback trends to business KPIs.

• Create Initiatives to act on high-priority insights and assign them to owners.

4

Measure

Track whether your actions are paying off.

• Measure changes in metrics (NPS, CSAT, churn, adoption, etc.) after Initiatives are delivered.

• Use before-and-after comparisons to validate business impact.

• Share dashboards and updates to keep stakeholders aligned.

Why it Works

The MIPM cycle ensures that CX and Product teams don’t just collect feedback — they use it to drive continuous improvement.

With this framework:

• You’ll always know what customers are saying,

• You’ll focus on the issues that matter most,

• And you’ll prove the ROI of customer-centric actions.

What to Read Next

• Understanding Areas

• Understanding Opportunities

• Using Initiatives

• Telling Stories with Dashboards