I would like to thank everyone that participated in the customer experience survey we sent out two weeks ago. I was frankly overwhelmed with the amount of feedback that we received. 1662 people responded to the survey, providing us with some fantastic data to improve the company. Here are the results:
On average we scored a 3.90, just below “good”. This number will be know as our Customer Experience Index. I can’t say that I am necessarily happy with “good”, but to be honest it was a bit of an eye opener as I thought the numbers might be lower. As a company we tend to hear more about the problems and issues than the success. I believe it’s peoples nature to highlight flaws over strengths. It’s good to hear that overall our population of customers believes we are doing things right.
However, that doesn’t mean that many of you don’t have valid complaints. We have got some issues to work out and I am committed to raising that 3.90 Customer Experience Index in the future. Our goal as a company is to raise that number to a 4.10+ within the next six months when we will administer this survey again.
In addition to the multiple choice responses, we received more than 700 write-in responses. The executive team and I have read these, categorized them and laid out some plans of attack.
The top three issues we saw complaints about:
1. Get rid of Google PR (blogger issue)
2. More control over blog segmentation and selection of bloggers (advertiser issue)
3. The boards are not as friendly, open or as useful as they were in the past (blogger and advertiser issue)
Our response to these top issues is as follows:
1. We are now in the process of removing Google PR from PPP entirely, this has been fast tracked. PR is going to be replaced with backlink count. It is not a small change, it will take a few weeks given developer resource constraints.
2. This isn’t something easily accomplished in PPP, but it is the entire premise around SocialSpark. I am actually pleased that this was a frequent request as it validates the SocialSpark model. Look for this feature when SocialSpark launches.
3. As I posted last week, this is something we are working on now and will implement the first phase this week.
There are a multitude of other issues that we will be addressing, but I wanted to let you all know your feedback does influence the direction and focus of the company. Thank you for taking to time to provide us feedback, it’s the only way we can get better.
