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May 20, 2024

NPS score: enhancing user experience through commitment to continuous improvement

We're dedicated to providing the best possible experience for our users

That's why we recently conducted a survey to gauge user satisfaction. We're excited to share that we achieved an impressive Net Promoter Score (NPS) of 53!

Before we delve into the details, it's crucial to understand what an NPS is and why it's such an important number. NPS is not a percentage. It's calculated by subtracting the percentage of detractors (those who rate 0-6 on a scale) from the percentage of promoters (those who rate 9-10), resulting in a score ranging from -100 to +100. This metric gives us valuable insights into our users' loyalty and satisfaction levels.

Net Promoter Score visualization

To get this score, we simply ask one question...

"How likely is it that you would recommend Isla to a colleague?".

Following that, there is an optional question where users can share any further thoughts. By giving all our users the opportunity to provide feedback, we ensure that their voices are heard and their needs are addressed.

It's worth noting that according to industry benchmarks, the average NPS score for a B2B software & Saas company is 40. So, we're thrilled to have surpassed this benchmark and scored well above average! However, we're not resting on our laurels. We're always striving to do better and exceed your expectations.

Collecting feedback is just the first step. We've taken all your input on board and are actively planning how to incorporate it into our roadmap. The results give us insight on what matters most to you so we can directly align our development efforts with your preferences and priorities, to continue to improve and satisfy our users.

Thank you to everyone who participated in the survey and contributed to our success. Together, we're shaping the future of Isla and ensuring that our platform evolves to meet your evolving needs.

We are always open to feedback and collaboration/co-development with our users. Please feel free to reach out to product@isla.health if you ever have any thoughts or suggestions or want to chat.