Customer satisfaction (CS) is not just a key but like a blockchain-protected passcode that will allow you to access success as long as you know how to use it.
Gumtree and Qualaroo For The WinAugust 15, 2016
Not so long ago, Gumtree (an eBay company) had a hurdle. They were a dynamic website with a diverse and nuanced customer base. Gumtree’s customers’ desires encompassed industries ranging from goods for sale to cars, to real estate. As Gumtree grew they also needed to scale their feedback to match this diverse, growing customer base and to do so in a targeted fashion so they didn’t miss feedback paydirt.
As Saxifrage Cucvara (Strategy/Analytics Manager) and Baris Ozturk (Customer Experience Manager) put it, “We needed a way to listen to our customers in real time and react to their feedback based on their feelings of what happens on the site.”
They brought in Qualaroo. “Being able to segment the right customer at the right time (category/location/interest) has been a key factor when using Qualaroo. Implementation was simple and the winning combination has been the ability to put a survey up immediately, get results quickly and iterate the product to build the right product,” according to Sax and Baris. Empowered with Qualaroo, Gumtree was able gather insights on individuals who lived in different areas and had different interests, and cater to them specifically.
For their analytics, being able to integrate Qualaroo with Tableau and other analytical tools gave Sax and Baris the ability to blend the survey data with Gumtree’s other quantitative metrics for a complete picture.
Sax and Baris’ philosophy resonated with us:
We are a vibrant community marketplace and our success has always been driven by our customer’s success. Word of mouth growth is what got us here and continuing to listen to the voice of our customers; building the product according to their needs has been key to our overall success.
Amen. They plan to use Qualaroo “at every opportunity along our discovery track.” Sax and Baris are currently exploring real-time NPS and planning to implement touchpoint NPS to capture insights from customer pain-points in their journey. “Qualaroo has allowed us to remain agile, discover, measure and validate the idea’s arisen from feedback.”
In case you couldn’t tell, we’re thrilled about Gumtree’s success via Qualaroo. It has kicked off a wonderful relationship. Cheers to Sax, Baris, and the team!
Never stop asking,
The Qroo Team
In-app feedback or users’ feedback is a prominent part of any app development process. As a developer, you get to know the flaws you have in your app, what users want, and what can be improved. Now, with the in-app feedback option, you give your app users the freedom of sharing their experience instantly.
The competition among online stores is colossal, so they have to fight for a place in the sun. Сreative solutions are essential here to increase customer engagement. You can constantly fill your site with new content and try different promotion formats. And this can have its effect, but it may not be sufficient for online stores and not persuade customers to purchase in your store. As opposed to classic content marketing, data-driven micro-content has performed well in recent years. It is an effective way to provide users with interesting and useful information, thereby increasing the value of an online store for customers.
In most cases, the ideal user journey and the actual user journey will differ, and getting users to follow through with the desired action will become almost impossible.
Measuring customer satisfaction is essential because happy and loyal customers are awesome assets for growing your business. Several ways exist to measure customer satisfaction and loyalty. One of the most trusted ways is calculating the widely prevalent benchmark figure: Net Promoter Score (NPS). It is highly regarded due to its simplicity, effectiveness, and ease-of-use.
The best way to ensure your survey feedback is legitimate and fits your purpose to the T is to make sure you survey the right candidates.
We are proud to announce that SoftwareSuggest, one of the largest independent software review platforms, has awarded Qualaroo as the ‘Best Value Software’ for Fall 2020.
Intuition can help in making business decisions but when it comes to understanding user behavior and conversions online, user experience research methodologies like A/B testing is what you go for. If you don’t test, you cannot know what is working and what isn’t for your users. And A/B testing helps you to determine that.
Qualaroo has been positioned as one of the best survey software companies of 2021 by the widely renowned SaaS review website, Digital.com!