As a SaaS business, we have a goal of increasing our customer satisfaction score on the platform. So this quarter, I set up lots of HotJar surveys to collect user ratings and feedback on various features on the platform. Anytime a user left a rating on HotJar, I was able to capture that in Heap using an event. I built out a Heap dashboard specifically for my product team to have a clear overview of what is happening on each survey. Anytime we got a very low survey rating we were able to identify the customer quickly using Heap and reach out to them to help resolve their issue or try to improve their experience.
How do others track and improve customer satisfaction? Thanks!