That the system was easy to integrate into our platform and is customisable to our data and user types, allowing me to filter and segment the NPS results by region, user type or category easily.
It is really handy to be able to change the survey question at any time or the percentage surveyed as required to suit your needs.
We regularly track and report on the written feedback received by using the tagging and notes tools to record the type of feedback it was, what area of the business it related to and the response that has been provided to the customer all on the one platform, and can easily export this to share with other stakeholders and colleagues.
We previously didn't have any indication of user sentiment regarding our application, and having recently invested in a new platform we wanted to measure if our users were finding benefit in the application and if it was easier and better to use than the previous application. These metrics are being used now to guide future development, identify and improve usability issues and report to key stakeholder of the user and success of the application, which was previously unknown.