Case Study: PLATF9RM achieves real-time member feedback and improved NPS with Customer Thermometer

PLATF9RM talks co-working customer satisfaction

PLATF9RM, a rapidly growing co‑working community in Brighton & Hove that expanded from about 50 to 600 members across multiple sites, faced the challenge of keeping personal, human relationships with members while collecting timely feedback at scale. Concerned that long surveys and formal outreach would feel intrusive or capture only the loudest voices, PLATF9RM looked for a lighter-touch solution and turned to Customer Thermometer’s single‑question, one‑click email surveys to preserve their friendly tone and make feedback effortless.

Customer Thermometer’s embedded NPS-style surveys were injected into routine community emails (with custom emojis and messaging), producing strong response rates, surfacing previously unknown detractors for follow-up, and enabling tailored action plans to improve member experience. The platform’s real‑time reporting and analytics saved staff time, consolidated feedback in one place, and turned every email (typically 4–8 a month) into an opportunity for insight — helping PLATF9RM stay connected to members and protect its community culture as it grows.

PLATF9RM

Jessica Samson

Community Lead