The Product Guy

APRIL 21, 2019

A customer-centric approach focuses on providing a positive customer experience to drive profit and gain competitive advantage. There is one key tool used by successful customer-centric businesses that most product managers disregard. Customer-centric companies make decisions that drive customer satisfaction.

Data Visualization 378

Data Visualization User Testing Customer Experience Product Research 378

Alchemer Mobile

JULY 25, 2024

In today’s competitive landscape, customer experience (CX) stands as a cornerstone of success, particularly in the financial services industry. In our digital world, it has never been easier for customers to switch banks, wealth and investment managers, or financial technologies.

Reporting Tools 182

Reporting Tools Data Visualization Feedback Software Analytic Tools 182

The Product Coalition

AUGUST 30, 2021

Driven by new global food trends, the flavor industry has grown towards organic and natural ingredients. Flavor industry: Market overview The global flavor market has experienced dramatic growth in the food & beverage sector in the past few years. Ever-changing guest interests lead to demands for the flavor market.

Reporting Tools 158

Reporting Tools Software Review Systems Review Technical Review 158

UX Planet

MAY 25, 2025

Faced with declining user satisfaction due to sluggish response times on their record page, HubSpot conducted extensive usability testing. This not only improved user satisfaction but also contributed to a 33% increase in revenue growth, showcasing the ROI of strategic UX enhancements.

Data Visualization 98

Data Visualization Analytic Tools UX Feedback Software 98

The Product Coalition

OCTOBER 20, 2023

The marketing industry is not immune to this digital transformation, as prominent brands are beginning to take advantage of the opportunities it presents. One of the main benefits of AI transformation in marketing is gaining a deeper comprehension of customer behavior. How does AI assist businesses in such an uncertain industry?

Data Visualization 144

Data Visualization Artificial Inteligence Reporting Tools Customer Communications 144

Userpilot

OCTOBER 19, 2024

In addition to NPS, you can create other types of surveys from scratch or choose from various templates, covering customer satisfaction ( CSAT ), feedback forms, and more. Main features : Quickly create NPS surveys using pre-built templates, an AI creator, or customize your own. Why’s Userpilot worth considering?

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Research Software 105

Alchemer Mobile

NOVEMBER 1, 2024

Across every industry, apps are clearly an essential channel for customer engagement. They also present a valuable opportunity to collect user feedback on a range of topics, from brand sentiment to user experience, using mobile app surveys. In 2022, 3.8 trillion hours were spent using mobile apps worldwide.

Feedback Software 182

Feedback Software Product Research User Testing Customer Experience 182

Userpilot

MARCH 30, 2025

The key is to understand your users and continuously optimize your mobile app for exceptional value. We also included industry benchmarks to help you know how well youre performing! 1 Engagement DAU/MAU Understand daily and monthly active user engagement and overall app popularity. and 9.9%, depending on the industry.

Analytic Tools 95

Analytic Tools Research Software Onboarding KPIs Data Visualization 95

Product Innovation Educators

MARCH 3, 2025

Even in highly functional categories like home heating and cooling systems, emotional needs like “feeling like a responsible homeowner” or “not feeling like I’m throwing money down the drain” are important to customer satisfaction. In these situations, an outside perspective is valuable.

Research Software 156

Research Software Product Research User Testing Artificial Inteligence 156

Userpilot

OCTOBER 20, 2024

.” This form of nurturing yields certain advantages: Consistent customer experience : Automation allows for tailored experiences based on individual customer data. It also ensures that the process is standardized for all customers. Keep tuning it as more information comes to light and your user base or product changes.

Onboarding KPIs 105

Onboarding KPIs User Testing Feedback Software Customer Experience 105

Alchemer Mobile

AUGUST 2, 2024

Understanding customer experience (CX) isn’t just a strategy—it’s a superpower. Customer experience metrics illuminate the path to customer satisfaction, loyalty, and ultimately, success as an organization. This applies to product development, marketing strategies, and customer service enhancements.

Customer Experience 130

Customer Experience Analytic Tools Data Visualization Feedback Software 130

The Product Guy

JUNE 18, 2020

Customer Satisfaction. Do customers feel like they are being heard? The Product Mentor is a program designed to pair Product Management Mentors and Mentees around the World, across all industries, from start-up to enterprise, guided by the fundamental goals…. Is their feedback going to waste? Better Decisions.

Product Research 412

Product Research Feedback Loop Feedback Software User Testing 412

Intercom, Inc.

MAY 26, 2022

You could also track how often your first- or second-tier support personnel had to escalate customer issues, or how often the same customers contacted your support team with similar questions. “FCR success looks different for every organization” Research shows that a 70-75% FCR rate is the baseline for most industries.

Data Visualization 211

Data Visualization Customer Satisfaction Product Research Customer Experience 211

Alchemer Mobile

DECEMBER 21, 2022

Whether a customer completes a purchase, leaves a review, or mentions your company socially, there is always an emotional state connected to their action. In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent. Conclusion.

User Testing 263

User Testing Customer Feedback Feedback Software Product Research 263

Intercom, Inc.

JUNE 8, 2021

It helps you to build longer-lasting relationships with your customers, while simultaneously empowering your support team to balance great customer experience with efficiency. We commissioned Forrester Consulting , an independent research firm, to learn more about how conversational support is changing the industry.

Reporting Tools 223

Reporting Tools Technical Review Data Visualization Research Software 223

Product Talk

DECEMBER 21, 2022

Hope Gurion: Another challenge that impacts teams when they have outcomes that are challenging to work on is when they’re just focusing on a sentiment metric like customer satisfaction or NPS—which is even worse, because it’s a lagging customer sentiment metric. We think a satisfied customer would engage.

Product Research 311

Product Research User Testing Customer Satisfaction Customer Experience 311

Intercom, Inc.

DECEMBER 8, 2020

For example, you might identify patterns in your attrition rates (metric), indicating whether or not your intention to increase customer satisfaction rates for the quarter (KPI) is on track. Quick resolutions to problems equal happy customers and can play a crucial role in determining your overall CSAT score.

Onboarding KPIs 212

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 212

Alchemer Mobile

APRIL 27, 2021

Monthly active users (MAU). Daily active users (DAU). No matter your industry, the primary goal of all products is to have highly-engaged customers. When you track metrics such as customer sentiment over time, you can then start to predict and act on shifts in sentiment. Customer satisfaction (CSAT).

User Testing 245

User Testing Product Manager Product Management Customer Experience 245

Userpilot

DECEMBER 18, 2024

This includes the business environment, any ongoing issues, industry understanding and benchmarking, etc. Uncover why the needs exist : Even when using methods like user feedback widgets and focus groups, the aim is to learn how users use your product. User satisfaction : Measured through surveys or ratings.

Data Visualization 105

Data Visualization Analytic Tools Research Software User Testing 105

UX Planet

DECEMBER 25, 2024

Poor UX can lead to catastrophic outcomes in industries like healthcare, transport, and nuclearenergy. The near disaster was caused by a poorly designed user interface that led operators to make incorrect decisions. Interaction Design Foundation The cost of poorUX Poor UX doesnt only affect users in the short term.

UX 106

UX Customer Experience Feedback Software User Testing 106

Intercom, Inc.

FEBRUARY 24, 2021

Use the “Show customer satisfaction” view to generate a color-coded summary of customer satisfaction rates by topic. This handy visualization can help you identify specific topics where support reps may need more assistance to meet customer expectations. No problem.

Data Visualization 244

Data Visualization Reporting Tools User Testing Customer Experience 244

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. With automation, companies are 4x more likely to see improvements in customer satisfaction.

User Testing 223

User Testing Customer Experience Research Software Product Research 223

The Product Guy

DECEMBER 6, 2018

As a product manager, my goal is to ensure customer satisfaction, long term success of my product and contributing to the success of my organization. Management guru, Peter Drucker had said, if you can’t measure it, you can’t improve it. This lesson is very much applicable in every situation. More About The Product Mentor.

Reporting Tools 350

Reporting Tools Customer Experience Product Manager Product Management 350

Intercom, Inc.

MAY 18, 2021

To start a startup, to take on incumbents, to disrupt an industry – all of this requires believing that you see things changing. Believing that customers who try it will see better results. 71% of respondents believe that scaling conversational support will allow them to either stay competitive or become an industry leader.

Research Software 210

Research Software User Testing Customer Feedback Reporting Tools 210

Intercom, Inc.

JUNE 22, 2022

Increasing automated resolution rates and self-serve capabilities guarantees a faster, more seamless customer experience – lower time-to-resolution translates to a higher customer satisfaction rate. Boost self-serve rates for a more seamless customer experience.

Customer Experience 219

Customer Experience Inbound Data Visualization Customer Satisfaction 219

Userpilot

MARCH 9, 2025

The long answer: once you know what your customers want, you reduce the risk of product failure. Instead, you can build products with a better product-market fit that address all user demands and improve customer satisfaction. For example, 71% of customers now expect far more personalization than before.

Research Software 81

Research Software User Testing Analytic Tools Feedback Software 81

The Product Coalition

JANUARY 25, 2024

Chatbots have become integral to various industries, providing real-time assistance, automating tasks, and improving user experiences. Transactional chatbots are often specialized in particular domains or industries. The response should be clear, concise, and contextually relevant to the user’s request.

Artificial Inteligence 148

Artificial Inteligence Reporting Tools Feedback Software Research Software 148

Intercom, Inc.

MAY 6, 2020

Customer Satisfaction Score (CSAT) is by far the most popular customer service quality metric used across all industries and teams of all sizes. Conversations rated positively to understand what works best with your customers. But CSAT alone is actually a poor indicator of support quality.

Data Visualization 232

Data Visualization Customer Feedback Reporting Tools User Testing 232

Userpilot

JULY 24, 2024

Benefits of a product strategy framework include better alignment between product development and business goals and improved user satisfaction. Conduct market research and analysis to understand the current state of products in your industry. Analyze in-app user satisfaction using tools like NPS and CSAT surveys.

Data Visualization 111

Data Visualization Framework Product Strategy Analytic Tools 111

Usersnap

FEBRUARY 24, 2025

Engaging in a well-structured product discovery process enables teams to move beyond assumptions and build solutions that drive true user satisfaction. Conducting user research , including surveys and interviews, is essential for understanding target users and refining product features. Is this affecting your team?

Product Research 52

Product Research User Testing Customer Feedback Customer Experience 52

Userpilot

OCTOBER 3, 2024

And the easiest way to establish this connection is by learning how to improve CSAT (customer satisfaction). In this article, we explore proven techniques to help you increase customer satisfaction, from feedback collection to customer education and personalization. What is the customer satisfaction score (CSAT)?

User Testing 105

User Testing Product Research Data Visualization Customer Experience 105

Intercom, Inc.

APRIL 7, 2020

” To find out, we surveyed 400 support managers, directors, and executives across both B2B and B2C and affected industries like media, healthcare, and technology. We also use Custom Bots and Task Bots to gather data about our users, so we can more quickly understand who they are and what their issue is likely related to.”.

Customer Experience 218

Customer Experience Reporting Tools Research Software User Testing 218

Userpilot

JUNE 29, 2024

They also used it to conduct onboarding and customer satisfaction surveys. In addition to the onboarding surveys, RecruitNow uses Userpilot in-app surveys to collect user satisfaction data (CSAT). – Bouwe Metz, Senior Customer Success Manager & Team Lead Change RecruitNow CSAT survey created in Userpilot.

User Testing 105

User Testing Feedback Software Analytic Tools Customer Experience 105

Userpilot

JUNE 11, 2024

Let’s explore the most important metrics (you can check their benchmarks here ): User activation rate : Measures how effectively onboarding converts new users into active users. Time-to-value : Tracks how quickly users realize the value of the product. User activation rate formula. Time-to-value formula.

Onboarding KPIs 102

Onboarding KPIs Data Visualization Product Marketing Customer Satisfaction 102

Userpilot

JULY 18, 2024

The average NPS rates across different industries, company sizes, and growth strategies. TL;DR Net Promoter Score (NPS) is a customer loyalty metric that measures how likely your customers are to recommend your product or service to others. Some of them due to the Here are the average NPS scores by industry: EdTech : 47.5

Data Visualization 105

Data Visualization Reporting Tools Feedback Software Analytic Tools 105