Product

Customer Feedback & NPS Surveys

How a product team increased survey response rates by 400% with conversational feedback flows

The Challenge

A SaaS product team was sending traditional email surveys to gather customer feedback, but response rates were abysmal. They had limited insight into customer satisfaction and feature requests.

  • •Survey response rate under 5%
  • •Feedback data scattered across multiple tools
  • •No systematic approach to closing the feedback loop
  • •Difficulty identifying at-risk customers
  • •Product decisions made without customer input

The Solution

They replaced static surveys with conversational feedback flows that felt more like a conversation than a questionnaire. The interactive format increased engagement and provided richer, more actionable insights.

1

Created conversational NPS surveys with adaptive follow-up questions

2

Built post-purchase and milestone feedback flows

3

Integrated with Intercom to trigger flows at key moments

4

Set up sentiment analysis to flag urgent issues

5

Automated follow-ups with detractors and promoters

Key Features Used

NPS and CSAT measurement
Conditional follow-up questions
Sentiment analysis
Multi-channel deployment
Integration with product analytics
Automated alert routing

The Results

22%

Response Rate

Up from 5%

4x

Feedback Volume

More responses

+18pts

NPS Score

Score improvement

-35%

Churn Rate

Reduced churn

+42%

Feature Adoption

Driven by insights

< 24hrs

Time to Action

Response to feedback

“DialogFlow transformed how we collect and act on customer feedback. The conversational approach gets 4x more responses, and the quality of insights is dramatically better. We now catch at-risk customers before they churn.”

David Park

Head of Product, DataSync

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