Using Qualaroo for customer feedback led to a 20% increase in our response rate and boosted our NPS score from 18 to 50.

About

For more than a decade, ProProfs Quiz Maker has led the evolution of cloud-based quiz tools, establishing itself as a pioneer in simplifying quiz creation for educators, businesses, and trainers. Its user-friendly platform and comprehensive functionality enable crafting engaging quizzes that effectively assess and engage audiences.

Emphasizing ease of use and driven by user feedback, ProProfs Quiz Maker has consistently innovated, securing its place as a delightful tool for interactive learning and assessment across various industries.

Problem

Previously, ProProfs Quiz Maker relied on bi-annual email surveys to gather customer feedback. This approach had several drawbacks.

• Low response rates: Many emails went unnoticed or ignored.
• Delayed feedback: Feedback arriving in bulk made it challenging to address concerns promptly.
• Impact on NPS: The delay in addressing concerns negatively affected ProProfs Quiz Maker's Net Promoter Score (NPS), a key customer satisfaction metric.

Solution

To tackle these issues, ProProfs Quiz Maker transitioned to using Qualaroo, a sister product from ProProfs’ suite of delightfully smart business tools. Designed for contextual surveying, Qualaroo allowed ProProfs Quiz Maker to present non-intrusive surveys to users while they were actively engaged with the product.

This new in-product customer feedback strategy included presenting new customers with a survey one month after onboarding, followed by quarterly surveys to monitor their ongoing experience and satisfaction.

Additionally, if a customer didn’t respond to a survey, it would be re-presented after 10 days, ensuring that every customer's voice was heard without compromising their user experience.