Feedback from our Final Customer Survey of 2020

Every three months, our Customer Success team surveys our customers in both the Radio and Managed Communities industries to get a gauge on the value that Fabrik is currently contributing to your business, and how we can improve our service to you.

This is done in 2 different ways:


1. Quantitative information A survey is emailed to each of our Fabrik administrators, i.e. those who have login access to applications such as Smashboard and Echocast. The responses give us quantitative information regarding how our product and services are being received across our base of administrators.

2. Qualitative information Our team also conducts in-person interviews with a segment of our Fabrik client base to gain qualitative insights into how Fabrik is contributing to their success.

Some of the questions in the survey email
Some examples of the questions asked in the survey email

In the final round of customer interviews for 2020, our team received some interesting feedback which we’ve taken on board and used to iterate our product and service delivery.


Innovation

In general, our customers scored us 7.67/10 for innovation and found the platform ‘handy and innovative’, noting that the platform is ‘constantly evolving and improving’.


Some of our customers felt that the recording workflow on Echocast could be improved and we’ve taken that to heart!

Check out our recent post about Echocast's latest update


A useful suggestion on Smashboard was for a preview of the message to appear when hovering over it. Our dev team determined that this would be a quick (and delightful!) user experience improvement, and have already implemented this functionality to Smashboard.


Smashboard's handy new message preview