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User Feedback (NPS)

Features

For Net Promoter Score (NPS), Germain offers a powerful capability that enables real users to provide their feedback in real-time through a popup that can be dynamically enabled and made visible on the monitored application. This feedback is crucial for assessing customer satisfaction and loyalty.

With Germain, the feedback collected through the popup is not only available at scale but also linked to user session recorded videos. This integration of feedback with session recordings provides valuable context and makes it easier to understand why users may have complaints or concerns.

By capturing user feedback in real-time, Germain enables businesses to promptly address any issues and improve customer satisfaction. The popup allows users to express their thoughts, opinions, and suggestions, providing a direct line of communication between users and the application owners or developers.

The feedback data collected through the popup is then aggregated and made available at scale. This allows businesses to analyze and measure the Net Promoter Score, which provides insights into customer loyalty and the likelihood of them recommending the product or service to others.

Furthermore, by linking the feedback with session recordings, Germain enhances the understanding of user experiences. Session recordings capture the user's interactions and behaviors within the application, allowing businesses to observe the user's journey and identify pain points or areas that may lead to dissatisfaction.

By combining feedback data with session recordings, businesses can gain deeper insights into the reasons behind user complaints or low NPS scores. This information empowers businesses to make data-driven decisions, prioritize improvements, and enhance the overall user experience.

In summary, Germain's real-time feedback popup, coupled with session recordings, provides a comprehensive view of user experiences and allows businesses to understand the "why" behind user complaints. This enables businesses to take proactive measures, optimize their offerings, and increase customer satisfaction and loyalty.

Video overview: https://youtu.be/dJ3ZV04u7IY

Feedback Popup (default look and feel)

That Feedback Popup allows Real Application Users to click the Thumb Up or Thumb Down icon and/or provide comment.

User Feedback component
User Feedback on session replay

Once a monitored user clicks on Thumbs Up or Down, it shows up on the recorded Session replay, so it is easier to understand a user’s feedback in context of what the user did.

Feedback Icon/Comments on User Session Replay RCA Dashboard (example)

User Feedback on session replay timeline

Feedback Column on Drill-through Dashboard (example)

User Feedback comments

Feedback on Aggregate Dashboard (example)

User Feedback aggregate data

Component: RUM JS, RUM Ext

Feature Availability: 2022.1 or later

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