Sofia Brandt keeps the timing logs and the comparison tables that sit under each review. She spent six years as a research analyst tracking service response times before joining the desk in 2021, and she brought the three-message timing test with her: one simple question, one follow-up, one clarification, all timestamped. If a table column is more than six months old, she is the one who flags it for retest.
9 years covering this niche
- Expertise
- Agent response timing, dispatch tracking, comparison table design, and the data behind every published score.
- Research topics
- Agent response timing and message logging
- Dispatch and transit tracking
- Comparison table design and data labelling
- Six-month retest scheduling
- Converting supplier scores to a five-point scale
Career timeline
- 2013
- Research analyst tracking service response times for a Benelux retailer
- 2017
- Built the first response-time dashboard used across three support teams
- 2021
- Joined Ponybuy Starter Notes as Research Editor and introduced the three-message timing test
- 2024
- Took over the six-month retest calendar and the conversion of supplier scores to the five-point scale
Credentials
- Research Methods Certificate
- Amsterdam Institute of Applied Research 2014
- Data Presentation and Table Design Award
- Benelux Information Design Guild 2018
- Service Response Measurement Training
- Rotterdam Customer Operations School 2020