Q2 2025 - NPS Customer Survey Results - Further Feedback

Q2 2025 - NPS Customer Survey Results - Further Feedback

Thank you again to those of you who completed our NPS survey for Q2; it really helps to shape the future of our products.

Below you can see some of the highlights from the results, and how to get involved.


What's going well?

We continue to have great feedback on our usability with many responses quoting our "ease of use" for their high scores, with others saying the platform is "straightforward and simple to use" and "intuitive". 

Every ticket that goes through our development cycle has several points in the process where the usability is deeply inspected; during design, development, testing & final review. We are reviewing existing pages such as messaging & questionnaire creation to see the impact we can make to usability there too.

The feature set received many shout-outs with one such example being "I like how the application allows from multiple users to review and edit the bids.  The scoring set up is also intuitive, which makes it easy to weight the bids" with the features providing "great value".
We still have many features we want to add, and are working closely with users to develop these, but we're also endeavouring to advance our existing features to make them better than ever; with AI & Advanced Lots improvements coming in the near future.

Finally, as ever, our great team were represented well in the responses; "excellent service from the team", "straightforward and simple to use platform, supported by a great customer service and engagement team". 
Our entire team works in harmony; with the development team in frequent discussion with support and success to see what we can add to the tool to enhance the user experience. So whilst they're providing a world class up-front service, they're also working behind the scenes to improve your experience going forward.

What could be better?

Even with the most intuitive of tools, It can be difficult getting to grips with a new piece of software, and we are committed to doing more to help users with this. One such idea we are investing in was reaffirmed from the latest customer survey; "some small click learn type videos on the portal may help for key areas". We are pleased to confirm that we are continuing to expand our knowledge base and including demo videos.


Page performance is another area where we are investing deeply; however, we recognise there is still room for improvement "the website is noticeably slow when navigating between pages, which affects the user experience". To support this, we have a dedicated team focused on performance enhancements in every release, ensuring that each change contributes to significant long-term improvements

How do we get there?

We’re now halfway through our six-month programme with dedicated resources focused on boosting platform performance. Alongside this, other teams are already making progress on improving the messaging and questionnaire interfaces.


As part of our drive to innovate, we’ve established a team with the sole purpose of exploring future innovations to maximise the value of our platform. Their first area of focus is to enhance our AI-driven features, including AI event creation, designed to reduce manual effort and streamline the setup process. Next, they’ll move on to AI event updating and analysis, helping users save even more time and discover valuable insights from their events.


These enhancements are also aimed at supporting new users, making it easier and quicker to get up to speed with the system -  an area we know will improve the user experience and value for our customers that we’re actively addressing.


Get involved!

We would like to hear from you; to know more about how you're using the tool and what we could do to improve your experience.


The Q3 (August) survey is now open, so please take the time to submit your response here. Entry closes 12th September 2025.


Alongside this, we will work with our Customer Advisory Board to vet any new features, ensuring we’re making our solutions suitable to as many of our users as possible.

If you’re interested in joining please reach out to your account manager, and our product team will reach out to you.


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