How we use NPS feedback to constantly improve the Duco experience

By Joe Peters, Head of Customer Success.

At Duco we regularly collect NPS feedback from our customers, both business sponsors and users. We think it’s important to hear the thoughts and experiences of everyone who uses Duco, whether on a strategic level or day-to-day.

Quarterly NPS surveys form part of our regular contact with business sponsors. These are the account owners who champion our solution in their firm and use it to achieve their strategic goals. Their feedback gives us insight into how they are using Duco to do this.

We also want Duco to be as user-friendly and intuitive as possible. Collecting regular feedback from our product users highlights what we’re doing well and where we can make adjustments to fine-tune the Duco experience.

We’ve recently added new functionality that allows users to take the NPS questionnaire directly in the Duco app. It’s never been easier to share their thoughts and experiences with us.

Turning feedback into action

Customer feedback has the potential to directly impact the future of the Duco platform. Our Customer Success and Product teams aggregate all of the feedback and look for consistent themes and trends. This information then forms a key component of our quarterly product roadmap planning sessions.

If our NPS feedback indicates strong support for a particular new feature, we can focus on developing this and everyone gets to benefit as soon as it’s ready.

That’s one of the big advantages of our software-as-a-service (SaaS) model. We’re able to quickly roll out improvements so that every customer is running on the best, most up-to-date version of Duco.

Here are some examples of improvements we’ve made to the Duco platform in response to feedback from our NPS surveys:

• Advanced guidance in the set-up phase: We’ve implemented in-app guidance to help users through every stage of the initial configuration process. Users now have access to a full suite of guidance, including in-app help, articles, walkthroughs and tool tips. And we’re not done yet – there’s plenty more to come to help new users explore the full extent of the Duco platform.
• Greater search functionality: New search and filtering capabilities for Duco’s Submissions and Submissions Routing pages dramatically cut down on the amount of time and effort required to find a particular item.
• Plug-and-play dashboards: Our users wanted sample dashboards that they could use with their data straight out of the box. We’ve added three to our Help Centre so that users can quickly monitor Process Inventory, Process Performance and Volume Reporting.

Service, not software

One of Duco’s core values is ‘service, not software’. We don’t just drop a piece of software on our customers and then walk away. NPS surveys are just one way that we ensure our customers are getting the full benefit of our solution.

We’re constantly building upon our core offering and developing new features and improvements. Customer feedback helps us heighten the user experience and deliver further strategic value from the platform.