Hello! Elsa here again this week 💫.
Last Monday I told you that we have launched a Black Friday offer and that we are going to release 100 lifetime licenses for only 97€ 💥. If you want to sign up for the pre-sale to be one of the first and not be left without yours, you can sign up here (it comes with a surprise gift🎁).
A few weeks ago we started asking ourselves questions: How far can we go as a tool? What do we need to grow faster? We came to the conclusion that we needed to ask, listen, plan, and ACT.
A few days later Mario sent you a survey to find out if you were happy with Overtracking. With the results we got, we wanted to analyze the NPS (Net Promoter Score), measure Overtracking’s growth opportunity, and develop a strategy to take Overtracking to the next level.
What is NPS and why is it important to Overtracking?
NPS is a metric used to measure customer loyalty and satisfaction and to predict growth. It is based on a single question: “Would you recommend us?
That was the first question we asked you. The second was for you to explain why.
NPS is measured on a scale of 0 to 10, where 0 is “Very unlikely” and 10 is “Definitely recommend”. Customers who answer 9 or 10 are considered promoters, those who answer 7 or 8 are considered passive, and those who answer 0, 1, 2, 3, 4, or 5 are considered detractors.
What does an NPS of 50 mean?
An NPS of 50 is a very good starting point for a new service like Overtracking. 60% of you would recommend us without hesitation and only 10% would not. With an NPS between 50 and 100, the prediction is for exponential growth.
This result made us very happy and motivated us to keep improving.
But we were not going to settle for that. We are going to focus on the fact that we have 50% of undecided users that we have to convince that we are the best alternative to Google Analytics and we can only do that by satisfying their needs and solving their problems.
The important thing about NPS analysis is not so much the number you get, but why you get the results you do and what you are going to do to improve it. There is always room to improve.
That’s why we asked you other questions in the survey:
- Why did you give this score?
- What would you improve about Overtracking?
- What would you improve about the stats dashboard?
- What do you think about the heat maps?
- What would you think if we removed session plays?
What users value most
Without a doubt, what users value most is how easy it is to use the tool, even if they have no previous experience with this type of tool. Second, the clarity of the data visualization and the ease with which they can find the metrics they are looking for.
When Google Analytics moved from Universal Analytics to Google Analytics 4, users complained that the interface was no longer clear and intuitive. At Overtracking, we always knew that this was something important that we had to fix for you.
User Suggested Improvements
The NPS-based strategy
NPS suggests developing a strategy based on the Customer Experience Improvement Cycle. The cycle has three phases:
- Review (survey)
- Prioritize (analysis of the results and development of a plan)
- Action (implementing the plan)
Since more than 72% of the promoters would recommend Overtracking due to its ease of use and clarity of data visualization, we realized that the priority improvements should be in this direction.
In addition, when we analyzed the users’ suggestions for improvements, we found that 50% of them were in this direction:
27.3% – They ask for improvements in data visualization.
22.7% – They ask for explanations and small tutorials within the tool itself.
For example, an i icon next to each metric that provides insight into what the metric indicates and what value it might have.
The last item to prioritize should be adding more metrics, as 22.7% of users suggested it when we asked them what they would improve about Overtracking.
The message was clear and we got it:
Keep doing what you are doing and do it better.
Now that we have a plan, we just need to put it into action. From time to time, we would like to send you an email about the changes and improvements we have made to Overtracking in the last few weeks. If you want to stay up to date, don’t forget to subscribe to the newsletter.
See you next week,
Hugs,
Elsa from Overtracking.
