Using NPS feedback: Zola case study

Some interesting titbits on how Zola is using NPS feedback to improve product -

• - Bucket NPS feedback by theme. The issues that prevent people from picking Zola, the deal breakers, are the most important.

• - Look at feedback coming from detractors - they are frequently clearer guides than promoters

• - Carefully select when to seek NPS feedback. Zola solicits feedback monthly and at milestone. Create a habit to survey at least a portion of your users every month.

• - Circle back to each person who leaves comments. It’s an exercise not only in closing the loop, but also strengthening the community one member at a time.

• - To keep all employees informed and current, present detailed results from each month’s NPS survey in an All Hands meeting.

Find link here- http://firstround.com/review/heres-why-zola-cherishes-its-nps-detractors-as-much-as-its-promoters/