NPS Study for Gig platform
Market
India
Industry
Ed-tech
Category
Customer Success, Consumer growth, Community Engagement
Challenge
An India based B2C Researcher Community Platform provides an opportunity to connect corporate researchers, academics, and millennials with relevant AI ML research projects to drive data collection and ML research. The product managers wish to boost engagement, the team regularly conducts NPS studies to gain a quantitative measure of product success.
Process
The Net Promoter Score (NPS) study is designed to measure user loyalty and satisfaction with the B2C researcher community app. By understanding how likely users are to recommend the platform to others, the team gains valuable insights into overall user experience and product success. In this case, three stakeholders - Students, Professors and R&D Mentors
Solution
Survey Design
Key Question: The core of the NPS study is a single, straightforward question: "On a scale of 0 to 10, how likely are you to recommend this platform to a colleague or fellow researcher?"
Follow-Up Questions: To dig deeper into user feedback, follow-up questions are included to understand the reasons behind their rating.
Insights from the survey
Product Improvements: Based on the feedback, the team can prioritize enhancements that will increase user satisfaction and engagement.
Targeted Engagement: Understanding what drives promoters can help in designing features or campaigns that reinforce these positive experiences, while insights from passives and detractors can guide efforts to win them over.
Survey Summary
