The use of in-app microsurveys has a profound impact on customer insights. First, they started to have a lot more NPS responses.
The benefit was also to have increased the number of responses significantly, by five.
Mathieu can now get consistent NPS reporting from country to country and from person to person.
Refiner allows us to view and extract key customer satisfaction metrics across markets.
They are also able to automate the review request for promoters.
Today, we have a modal directly in the survey flow inside of which we can redirect the promoters to review platforms.
In addition, they now have a process to contact the detractors.
Our process to close the customer feedback loop is now way more automated. The detractors are added to a database. We have a task force on the customer care side that is responsible for calling back all the detractors. This allows us to rebuild trust.
Finally, Refiner gives them more contextualized feedback. They are able to link attributes to responses thanks to segmentation and targeting.
We have more comparable metrics. We can compare apples to apples. If we want to compare a one-month cohort between France and Italy, we can do it very easily.