Customer feedback survey: Spring ‘19

Introducing Zegami UX

In the first of many blogs on UX research and design activity at Zegami, I am happy to write about the recent piece of quantitative research we conducted with our existing customer base.

We at Zegami are determined to place our users at the heart of our roadmap and through regular contact we will gauge the impact of change and hopefully improvement for our products and services. It is our intention to rollout this type of survey-based research and engagement every 6 months.

As much as it is vitally important that we have regular contact with our users, it’s also important to respect their time and not place too much of a burden on them. We will walk this tightrope, between regular, meaningful engagement and being just too noisy!

Hopefully we will get this right!

It is our responsibility, as a user-centric business, to ensure that our users see the benefits of regular engagement. The proof of this will be in tangible improvements and initiatives that directly meet both the requirements of the business and those of the users we talk to.

We have to be seen as taking onboard feedback and properly acting upon it. Transparency and honesty are important, as is the velocity of any reaction to constructive feedback.

The Survey

This short, 10 question survey was circulated to all of our existing customers in early spring 2019 and the results were reported back to the wider business 2 weeks later.

The response was good with a return rate of 46%.

The first half of the survey was the general temperature check of our current offering with a number of questions designed to ascertain how existing customers are using Zegami and how they feel about it. It also included the opportunity for us to gain our 1st recorded ‘Net promotor score’.

The second half of the survey addressed some specific initiatives that we have on our roadmap, investigating the appetite for some of the big-ticket items we have on the horizon (Machine Learning and SharePoint integration).

Net Promoter Score (NPS)

The survey yielded our first recorded score of: 0

“A score between 0 and 30 is a good range to be in, however there is still room for progress” https://www.retently.com/blog/good-net-promoter-score/

I think the quote above perfectly sums up our own feelings about Zegami and our current customer experience. We will be working hard to improve on this score in the year ahead and we expect to get a better NPS in the next survey we conduct.

Usability temperature check

Survey participants were asked the question:

Overall, how would you rate the ‘usability’ of Zegami?

Thankfully nobody responded with ‘Not usable’!

The majority of users (55%) reported that they thought Zegami was ‘Very usable’, with a slightly smaller number of users saying that Zegami was ‘Somewhat usable’.

As with the NPS, this is a good result that can be improved upon. The fact that nobody reported that Zegami is ‘no usable’ is a big plus for the UX team! More hard work ahead, but we start from a good, solid base.

Access devices

We also looked to ascertain what the landscape looked like for our users in terms of how they prefer to access Zegami. We asked the question:

Given a choice, what device and method would you prefer to access Zegami via?

access device

Unsurprisingly, the great majority of our existing users prefer to access Zegami via a desktop browser (92%). 

The main take-away from this result is that there is a big opportunity for Zegami to improve and tailor the user experience for mobile devices. We have already initiated a project to look at this. More to follow.

Evolving, improving.

We also asked our users an open-ended question to see where we could make improvements in our current product range.

If you could change one thing about Zegami what would it be and why?

I can’t list all the answers we received, but here are some of the highlights that we will be giving serious consideration to over the coming months:

  • “Increase documentation, usage samples”
  • “Collections hierarchy: currently all collections appear in a single long list. Some kind of hierarchy would provide better way to organise collections”
  • “Ability to sync with MIS automatically to create dynamic collections”
  • “3D dynamic display of groupings (e.g. PCA) that can be rotated”
  • “Improved plotting features – specifying axis bounds, groupings, sort orders etc.”
  • “I would like the ability to group variables under headings, rather than being presented with a long list of variables”

SharePoint integration

In thinking about our future roadmap and from conversations we’ve been having with potential customers, SharePoint has been a recurring topic. We wanted to gauge the appetite for a more formal SharePoint integration.

If you use SharePoint, would you be interested in a Zegami Web Part which would allow you to browse the contents of a document library?

Although the response indicated that a lot of our users are not using SharePoint, of those that do use it, a high percentage expressed interest in a potential integration.

sharepoint

Machine Learning?

Given that we already do a lot of Machine Learning behind the scenes here at Zegami, we also wanted to understand the relationship between our users and Machine Learning. What is the appetite for employing machine learning in some capacity in the near future?

Results indicate that just over half of our customers who responded are already using Machine Learning in their organisations. And of those not currently using Machine Learning, just over half again plan to investigate its usage at some point in the next 12 months.

So there is a big opportunity for us at Zegami to leverage the power of machine learning in our products. This is borne out of nearly 80% of respondents expressing a desire to learn more about how Zegami is planning to incorporate machine learning into our products.

Again, this is an initiative we have already kicked off with our research and development team. They are well into investigating how machine learning can empower our users and their data to achieve a greater understanding of some big global issues such as finding a cure for cancer, global food security and natural disaster recovery.

Conclusion

We are really pleased with the response we have received for the 1st survey we have distributed. The results show us that although we have a great product, we have much more to do in order to improve the user experience for our existing and new customers. We are happy that a lot of the issues that surfaced through the survey are already being addressed through various initiatives.

We are also happy to report that there is a real appetite in the market for some of the larger projects we have in the pipeline which, once launched, should consolidate and strengthen our market position and user experience.

Finally, we are committed to our user centric approach to product design and development, and we will continue to look for opportunities to engage with our users to furnish us with the necessary insight to improve and perfect our products.

Watch this space.