Case Study: OnSide achieves Best-in-Class customer experience with AskNicely

How an Early-Stage SaaS Startup Uses Customer Experience to be Best in Class

OnSide, a New Zealand–based SaaS startup that provides visitor-management and rural workplace safety software, wanted to be “best in class” but didn’t know how customers really felt. To move beyond a single metric they needed a repeatable, low-friction way to capture ongoing feedback — so they turned to AskNicely’s NPS software to create a daily feedback cadence and build direct lines of communication with users.

Using AskNicely, OnSide sends regular NPS surveys (currently at a 90‑day touchpoint) and responds personally to survey comments, surfacing silent users, uncovering previously unknown problems, and sharing positive feedback with engineers. The AskNicely program delivered higher-quality responses, faster issue identification and resolution, stronger customer conversations, and the ability to convert detractors into promoters — helping OnSide shape product improvements and scale a customer-centric culture.

OnSide

Delphine Ducaruge

Product and Operations Manager