Using In-app Customer Feedback to Triple Customer Loyalty

Hootsuite, the social media management platform for the enterprise, monitored Net Promoter Score for years before turning to Pearl-Plaza for make NPS central to continual customer experience improvement. Today, Pearl-Plaza captures NPS feedback inside the Hootsuite platform and turns it into actionable insights using text analytics. Customer comments are autocategorized using tag hierarchy that enables Hootsuite to easily segment feedback by user group and other business drivers. As a result, the customer insights team can collaborate with product management to prioritize improvements that will have the most business impact.

“Pearl-Plaza is on the cutting edge, and that helps Hootsuite move forward. Since using Pearl-Plaza microsurveys in our product we’ve been able to 3x our Net Promoter Score. And, using Pearl-Plaza has helped me free up my time — I can be more strategic. It’s so much easier when you have all of the feedback come into one place. You can look at the snapshot view. You can filter. You can triage. Honestly, it’s so much better than going through spreadsheets manually. I never want to do that again.”
– Customer Insights Manager, Hootsuite

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