Userpilot

MARCH 27, 2023

Net Promoter Score (NPS) is one of the most popular and effective ways to measure customer satisfaction and loyalty in a SaaS business. In this article, we’ll cover what an in-app NPS survey is, how to calculate it and measure user sentiment. Promoters (scored 9 or 10): promoters are customers who leave a positive review.

Feedback Software 98

Feedback Software Customer Satisfaction User Testing Customer Feedback 98

Alchemer Mobile

MARCH 8, 2022

“Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer,” Paul Greenberg ( HubSpot ). What is customer engagement? Strong customer engagement means customers interact with the brand in more meaningful ways, further building loyalty.

Customer Feedback 279

Customer Feedback User Testing Customer Experience Data Visualization 279

Userpilot

JULY 22, 2024

By understanding its nuances and implementing effective management strategies, you can turn negative experiences into positive outcomes, boosting customer engagement and loyalty. Impacts of negative word of mouth may include: Customer churn. Decreased customer satisfaction. Lost sales.

Feedback Software 105

Feedback Software Research Software Customer Satisfaction Reporting Tools 105

UX Planet

NOVEMBER 18, 2024

People: People refers to both the frontstage and backstage participants involved in a system or multiple systems within an environment or situation. Partners: Partners refer to both external and internal stakeholders who create, test, and maintain the system or multiple systems within an environment or situation.

Data Visualization 98

Data Visualization Feedback Software Framework Analytic Tools 98

Userpilot

SEPTEMBER 28, 2022

Customer perception sums up the feelings, beliefs, and opinions that customers have about your product. Good customer perception improves the overall success of your business, enhances your brand image, ensures repeat purchases, and increases customer satisfaction and loyalty. What is customer perception?

User Testing 98

User Testing Customer Experience Customer Feedback Feedback Software 98

Usersnap

OCTOBER 21, 2021

Customer surveys can help you know if a customer is willing to recommend your product or is dissatisfied. When you segment, you’ll can direct your requests only to those customers that like what you’re cooking’ up. They can provide positive feedback in the survey, and ultimately give you a great referral.

Product Research 93

Product Research User Testing Feedback Software Research Software 93

Userpilot

DECEMBER 9, 2021

In the competitive world of SaaS products, product positioning is definitely something your product marketing team can’t afford to ignore. Let’s have look at what product positioning actually is, what it involves, the benefits of effective positioning, the strategies you can employ, and the risks of ignoring all the wisdom in this article.

Research Software 98

Research Software Feedback Software Analytic Tools Positioning 98

UX Planet

DECEMBER 6, 2024

To do this, we will analyze effective strategies and refer to some key successful studies. Through dynamic content delivery , AI can tailor what each user sees based on their past behavior, preferences, and real-time interactions. This makes the experience feel more relevant and engaging, increasing the likelihood of user satisfaction.

Feedback Software 89

Feedback Software Research Software Analytic Tools Data Visualization 89

Userpilot

JULY 10, 2024

A customer experience strategy revolves around tracking customers’ sentiments and perceptions about interactions with your brand across all touchpoints and aims to improve customer satisfaction. Customer experience has a broader scope, covering all customer perceptions. What is customer experience?

Customer Experience 110

Customer Experience User Testing Customer Feedback Data Visualization 110

Userpilot

OCTOBER 20, 2024

Referral programs Referral programs are most effective when targeting loyal customers who already have a positive experience with your brand. When a customer refers someone — be it a friend or family member — and the referred party makes their first purchase, both receive $5 off. Increase user retention.

Onboarding KPIs 102

Onboarding KPIs Customer Experience User Testing Customer Feedback 102

Intercom, Inc.

JULY 26, 2022

Think of CX as each moment of engagement along the customer journey. Obviously, the more positive these customer experiences are, the more likely you are to capture customers’ hearts and minds. Ideally, this results in loyal customers, increased customer satisfaction, referrals, and reduced customer churn.

Customer Experience 139

Customer Experience User Friction Data Visualization Customer Satisfaction 139

UX Planet

JUNE 1, 2025

Through case studies, statistical evidence, and methodological frameworks, I aimed to establish how systematic user research can positively impact key business metrics, from acquisition to referral. Each phase of the AARRR funnel presents unique challenges that require distinct research approaches to generate actionable insights.

User Testing 59

User Testing Product Research Research Software Data Visualization 59

Userpilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. The three types of customer analytics and their significance.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Customer Experience 105

Userpilot

SEPTEMBER 30, 2022

Digital customer experience references the part of the journey that’s experienced virtually in digital channels, such as mobile app experiences, website browsing, social media interactions, etc. It’s the sum of a customer’s digital interactions with your brand. Increased customer satisfaction.

Customer Experience 98

Customer Experience User Testing Data Visualization Feedback Software 98

Userpilot

APRIL 10, 2024

Focusing on customer retention increases lifetime value by making loyal customers more receptive to upselling. Effective customer retention strategies enhance customer satisfaction , turning repeat customers into brand advocates who attract new customers through positive word-of-mouth.

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

UX Planet

JUNE 14, 2024

Here’s what I explored: The benefits of bringing back comments: I identified a few key reasons why this could be a positive change for Netflix users (Unique value Preposition). Enhance content discovery: Allow viewers to discover shows and movies based on positive comments and recommendations.

Product Research 97

Product Research Product Strategy Feedback Software Research Software 97

Userpilot

OCTOBER 19, 2024

Include any bug fixes Inform users about any issues that have been resolved without overwhelming them with technical details. For example, if a bug causes the app to crash when uploading large files, simply communicating the problem and resolution can improve user satisfaction. Slack humor-infused release notes template.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Customer Experience 105

UX Planet

FEBRUARY 6, 2025

Dopamine Design Principles Within the broader field of neuromarketing, Dopamine Design focuses on shaping touchpointssuch as visuals, micro-interactions, feedback loops, and gamified elementsto elicit positive emotional responses. How toApply: In UX/UI: Surprise users with playful iconography, Easter eggs or custom animations.

Banking 80

Banking Data Visualization Customer Experience Feedback Software 80

Userpilot

FEBRUARY 28, 2023

Customer preference feedback shows you which feature or design users like better. In-app rating feedback is a quick way to assess user satisfaction with a particular experience. To collect customer loyalty feedback , use NPS surveys. What is customer feedback? Passive customer feedback example from Slack.

User Testing 98

User Testing Customer Feedback Feedback Software Product Research 98

Userpilot

JULY 8, 2024

And shows you how to optimize them for better conversions and higher customer satisfaction. TL;DR Customer journey touchpoints are moments or points of contact where customers interact with the product or brand. To identify the key touchpoints, first research customer expectations and needs. Let’s dive in.

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

Userpilot

JULY 27, 2021

Listen to your customer's feedback and prioritize your roadmap where it makes sense. Close the feedback loop by asking users who requested a feature to become beta testers and early adopters. Passives might be the best candidates your success team should reach to and drive customer expansion.

Feedback Software 98

Feedback Software Analytic Tools Product Research User Testing 98

Userpilot

JULY 13, 2023

TL; DR The company’s growth rate refers to the measurement of variables that indicate a company’s growth over time. Customer lifetime value (CLV) determines the total revenue a customer generates throughout the relationship. The formula of Customer Acquisition Costs (CAC). Your CAC was $(50,000/200) or $250.

Onboarding KPIs 98

Onboarding KPIs Feedback Software Customer Experience Customer Feedback 98

Userpilot

OCTOBER 10, 2024

Loom encourages users to invite teammates early in the process, capitalizing on the network effect to grow its user base. Giving users the option to practice through a demo or explore independently empowers them with control—creating a positive onboarding experience. What is customer onboarding in software?

Onboarding KPIs 105

Onboarding KPIs Data Visualization Customer Experience User Testing 105

Userpilot

DECEMBER 6, 2022

‘Feature factory’ is not exactly a positive term, especially if you’re aspiring to be a product-led SaaS product management team. As our focus is on delivering value to customers, we should prioritize customer satisfaction metrics like the NPS or CSAT to guide our decisions. What is a feature factory?

Onboarding KPIs 98

Onboarding KPIs Product Research Feedback Software User Testing 98

Userpilot

AUGUST 5, 2023

TL;DR Net Promoter Score (NPS) assesses customer satisfaction and loyalty by measuring how likely your customers are to recommend your products to others. You can identify NPS passives by: Triggering in-app NPS surveys at important touchpoints to gather valuable customer feedback and discover passive customers.

Data Visualization 98

Data Visualization Product Research Feedback Software Analytic Tools 98

Intercom, Inc.

JULY 12, 2022

Omnichannel support treats customer service touchpoints across different channels as one continuous experience, thus reducing customer frustration and driving greater brand loyalty. Multichannel support refers to a customer service model that employs more than two different support channels. Increased customer loyalty.

Customer Experience 118

Customer Experience Data Visualization Customer Satisfaction Reference 118

Userpilot

MAY 9, 2024

This article takes a deep dive, showing you what happy service really means and practical steps to keep customers happy throughout their relationship with you. TL;DR Happy customer service refers to all the efforts a company makes to ensure customers are satisfied, delighted, and have a positive experience across all interactions.

Data Visualization 105

Data Visualization Reporting Tools Customer Experience Customer Feedback 105

Userpilot

MARCH 25, 2024

Tracking customer sentiments provides insights that help you make product improvements, enhance the customer experience , and boost customer satisfaction. There are five steps to tracking and measuring user sentiments: Invest in the right sentiment analysis tools. Gather user sentiment data from multiple sources.

Data Visualization 105

Data Visualization Feedback Software Analytic Tools Reporting Tools 105

Userpilot

NOVEMBER 6, 2023

Increase new customer acquisition by incentivizing existing customers to refer others. Userpilot can help measure customer growth and boost retention by tracking user behavior and creating proactive solutions to remove friction, reduce churn, and prompt feature discovery. How to calculate the customer growth rate.

Onboarding KPIs 103

Onboarding KPIs User Testing Feedback Software Customer Feedback 103

Userpilot

JANUARY 22, 2020

Thus, NPS can inform your user onboarding and product development, and help you reduce your churn and increase retention. Want to know how to measure your NPS and how to cross-reference it with your user data to guide your product development and onboarding? It’s since become a popular way of measuring customer satisfaction.

Analytic Tools 134

Analytic Tools Feedback Software Research Software Data Visualization 134

Userpilot

FEBRUARY 25, 2022

User error rate gives the percentage of errors users make while performing a task. Customer retention rate refers to the percentage of users you retain over a specific period of time. Your relationship with your customers determines whether they will be loyal to you or churn. User error rate.

Customer Experience 105

Customer Experience Onboarding KPIs Feedback Software Analytic Tools 105

Userpilot

NOVEMBER 8, 2022

Go-to-market OKRs are centered around positioning and marketing a product to the target market. You can use MAU, DAU, and WAU to measure active users in a given period. Increase user satisfaction. HubSpot’s user satisfaction survey. Increase satisfied customers by 2x. Drive higher retention.

Onboarding KPIs 105

Onboarding KPIs Product Marketing Marketing User Testing 105

Userpilot

OCTOBER 4, 2022

The most used attitudinal metrics to measure the effectiveness of your UX through the Net Promoter Score (NPS) , Customer Effort Score (CES) , Customer Satisfaction Score (CSAT) , System Usability Scale (SUS), and Usability Metric for User Experience (UMUX). Customer Effort Score (CES). Net Promoter Score (NPS).

Customer Experience 95

Customer Experience Onboarding KPIs Feedback Software Analytic Tools 95

Userpilot

OCTOBER 30, 2023

Increased customer loyalty and online reputation: Loyal customers are less likely to be swayed by competitor offerings and are more forgiving of occasional hiccups. They’re also likely to leave positive reviews and mention you on their social media, boosting your online reputation. Modal inviting users to a product demo.

Feedback Software 104

Feedback Software Analytic Tools Customer Feedback Customer Experience 104

Userpilot

AUGUST 30, 2023

TL;DR Time to resolution refers to the duration the customer support teams take to address and solve customer problems. The time to resolution helps you enhance customer experience , boost customer satisfaction , and improve customer loyalty. to reduce your overall time to resolution.

Customer Experience 104

Customer Experience Onboarding KPIs User Testing Customer Feedback 104

Userpilot

DECEMBER 6, 2022

You need to measure customer experience to understand user interactions, build strong customer relationships, and remove friction points. Here are the 10 key CX metrics that can help you measure customer experience. Customer Satisfaction Score (CSAT). Customer Effort Score (CES). Customer churn rate.

Customer Experience 98

Customer Experience User Testing Customer Feedback Data Visualization 98

Userpilot

JULY 18, 2022

Analyzing customer loyalty helps you identify patterns to boost loyalty, improve customer experiences , and increase your Customer Lifetime Value. What is customer loyalty in SaaS? In SaaS, customer loyalty is a qualitative measure of how likely your customers are to make repeat purchases.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Customer Experience 98