How Unolo Reduced Customer Churn by Up to 1% With Userpilot NPS Survey
Unolo is a field service management software designed to help businesses manage and optimize the performance of their field sales and service teams.
It offers a range of features that allow companies to track employees’ real-time locations, manage attendance, automate task management, and handle expense tracking.
When they faced challenges with customer churn, they turned to Userpilot.
How did it work out?
That’s what we talked about with Subhash Yadav, the Product Marketer at Unolo.
Unolo’s success story – a quick summary
Challenges:
- Unolo faced difficulty with collecting customer feedback – emails and support chat surveys had low response rates.
- The company faced a month-on-month churn rate of 3%.
Solution:
- Unolo implemented Userpilot to run in-app surveys, including NPS surveys.
- They used the NPS dashboard to monitor customer sentiment, prioritize feedback, and act on negative feedback quickly.
Results:
- By leveraging NPS surveys, Unolo was able to reduce its churn rate by 0.5% to 1%.
- They recorded a 44% completion rate for their surveys.
- The ease of creating and using surveys, combined with strong customer support and educational content from Userpilot, helped Unolo enhance its overall customer experience.
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Challenge: Inefficient methods for collecting feedback and reducing churn
When Subhash joined Unolo, he had two main jobs to do.
Reducing customer churn was one.
Their month-on-month churn rate of 3% was too high.
They also needed a more efficient solution for collecting customer feedback. Their system relied heavily on emails and support chat, which wasn’t effective.
The reason?
Friction! Submitting feedback required effort from customers, so the response rates were low.
We were relying on emails and chat support to collect feedback. Since these two channels take some effort from the users’ side, people usually ignore them.
– Subhash Yadav, Product Marketer at Unolo
Solution: Leveraging Userpilot for in-app surveys
Unolo chose Userpilot as their in-app survey platform.
They used it to run 4 different survey types – NPS being the main one.
This was a much more efficient way to gauge customer satisfaction levels than the methods they used previously because more customers responded to the surveys while interacting with the product.
I started using NPS, which was a really great feature because it gave us feedback almost instantly. This helped us get in touch with customers more quickly and understand their concerns with the product, which, in turn, helped us reduce our churn rate.
– Subhash Yadav, Product Marketer at Unolo
The feature that Unolo found particularly useful was the NPS dashboard.
It allowed them to monitor qualitative responses and identify satisfied and dissatisfied customers. And engage them accordingly.
For example, negative feedback was forwarded to the CS team, who contacted the customers immediately to address their concerns.
What are the other three survey types that Unolo uses?
- Welcome surveys for new customers to help them score leads.
- Post-implementation surveys to evaluate the initial stages of the user journey and identify customers who need support.
- Feature feedback surveys to measure new feature success.
Create this Unolo Case Study Welcome Survey Example with Userpilot
Results: Up to 1% reduction in customer churn with Userpilot NPS
What was the impact of tightening the feedback loops with Userpilot surveys?
NPS surveys and the strategies they executed allowed them to reduce churn by 0.5% to 1%.
Our average churn rate, month over month is around 3%. And after we started using NPS, I’m not sure that if this is all about NPS, but we definitely reduced our churn rate by 0.5 to 1%.
– Subhash Yadav, Product Marketer at Unolo
Unolo also recorded higher user engagement with the surveys they’ve created with Userpilot.
What’s their completion rate for new users?
44%!
Userpilot surveys have been very great because I was not expecting users to interact with the surveys. The completion rate for this survey is 44%, which is a lot more than we expected.
– Subhash Yadav, Product Marketer at Unolo
Subhash also had lots of good things to say about the user experience in Userpilot.
He found creating the surveys and using other Useprilot features easy and intuitive:
It was pretty easy to create surveys, it took like 5 minutes. I used the templates and then edited them based on my requirements. I rarely create any surveys from scratch.
– Subhash Yadav, Product Marketer at Unolo
And whenever he comes across an issue, Userpilot’s customer support team is always there to help.
What I really like about Userpilot is that everything is very simple and pinpointed. And if I run into any issues or confusion as to how to use a certain feature, your support team is really great. They get in touch with me instantly.
– Subhash Yadav, Product Marketer at Unolo
Finally, he was very complimentary of Userpilot’s educational content, which helped him maximize the product’s full potential.
You have a great video library that gives educational content on how to use a certain feature and also ideas on how a certain feature can help us.
– Subhash Yadav, Product Marketer at Unolo
How to increase customer retention with Userpilot’s NPS survey?
Are you in the same shoes as Unolo?
Here’s how Userpilot NPS features can help:
- To create the survey, you pick up the template from the library and customize it in the visual editor without any coding, so that it blends seamlessly into your UI.
- Thanks to the localization feature, you can automatically translate the survey into your customers’ native languages.
- Next, you choose when to send the surveys, where in the product they should appear, and who should see them.
- Once the data comes in, you can track the quantitative metrics from the NPS dashboard and tag qualitative responses to identify trends and patterns quickly.
Conclusion
Unolo has successfully leveraged Userpilot’s NPS surveys to reduce churn, which is music to our ears.
The best part?
We’re only scratching the surface here. Userpilot offers way more to product, marketing, customer success, and design teams.
Book a demo to find out more about its analytics, feedback, and engagement features.
Leverage Userpilot to Create Similar Unolo Case Study NPS Survey Examples
