How user feedback elevated Stockwell’s shopping experience
Unlocking a myriad of improvements by asking our shoppers a simple question, “how did it go?”
About 6 months into my time at Stockwell, the search for our next investment group was underway. It became clear that in order to build a stronger case for acquiring our next round of funding, we’d want to improve our NPS score. At the time, the only way we collected NPS scores was via email—so, we set out to create simple solution to capture an NPS score in our consumer app.
Previously, the only way for users to provide feedback about their shopping experience was by sending an email to a general inbox. This process resulted in slow response times and inconsistent handling of feedback. For the business, it led to unstructured and fragmented data, making it difficult to identify actionable insights or recurring issues effectively.