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Promoter is the most comprehensive customer intelligence & engagement platform built to drive growth and customer retention. We combine constant actionable feedback using a best-practice NPS approach alongside internal customer data from hundreds of sources to provide unparalleled customer insights.
Customer Reviews
Leonard R.
Advanced user of Promoter.ioIt can be a great resource for companies when properly implemented.
We were truly excited to incorporate Promoter into our business, but unfortunately it did not work out for us.
Our negative experience was rooted from what could have easily been prevented from the beginning. We were not warned of situations that may happen when launching the survey. Within a few minutes of our launch, we received a number of detracting scores from some of our top members who we have personal relations with. Quite surprised, we made sure to reach out to them. All of them emailed, texted or called us saying that they had no idea of what we were talking about, that they never filled out a survey and only had positive experiences with us. Long story short, we were ridiculed and looked unorganized.
We reached out to the Promoter.io team to figure out the situation and was told then that this may occur with strict software implemented in many business emails. To understand much better, we scheduled a call (which took multiple requests).
The call started off with a discussion to better understand the situation, however it came to the solution that we did not gain much positives from this experience. The qualitative data we gathered did not represent any new subjects, and the fact that our reputation was manipulated because of something so preventable from the beginning was extremely frustrating.
We requested just a 1 month refund, as we were very unsatisfied with the experience but did partially understand the situation. However, the individual we spoke with simply repeated that this was not possible, only offering us 1 month in credit that we weren't going to use. We were told that they are the person to speak to about refunds but could not authorize one. Our requests were ultimately left unsolved.
Coming from a company that is based on fully devoting our attention to customer experience, this was an appalling encounter that we do not expect from other successful businesses.
Make sure all topics are covered before implementing. It can be a good resource for some companies.
Receiving client feedback, learning about aspects that we can improve on.
