We know these surveys might pop up for you or your team when you’re not expecting them, but if you have a minute to give us some feedback, it genuinely goes a long way towards making CargoAi a better product for you and your business.
Our goal is to create the best possible air cargo booking platform, and your rating but also thoughts, ideas, and suggestions play a major role in helping us identify opportunities to improve.
So, what is NPS?
NPS is an industry standard way to collect feedback from your customers. It usually starts with a simple question like “How likely are you to recommend our company to someone?”
We collect feedback with NPS surveys throughout the customer lifecycle. We send the first survey after you have made your first booking, then another at 50 bookings, then every 6 months after that.
Ratings & comments
The survey asks you to rate your likelihood to recommend us from 0 to 10. These numerical ratings let us know how we’re doing.
We’ll then ask if you would you like to add a line or two to explain what you love or how you think we could do better. These comments are ✨gold-dust ✨
Ok, this is where we are so far:
✔️ We’ve asked you for feedback
✔️ You’ve taken time out of your day to give us feedback
🔲 Now it’s on us to make sure that feedback gets put to good use.
So from there, your NPS arrives straight in the mailbox of our Customer Success team. If it's very straightforward, we'll channel it internally to either support ongoing product improvements, or drive a new improvement initiatives. If we feel we would love to dig in better into your feedback, we'll reach out to you and ask if you could take 10 min of your time to give us additional context. In any case, all feedback is channeled to our product or operations team to continuously build the best and easiest interface for you to work with!
So that’s NPS in a nutshell. We really do value your feedback, and it all goes towards making CargoAi a better product for you.
Thanks for your help 🙌
*It’s worth noting here that we never share this information with anyone. It’s solely used by CargoAi to make our product better.