Case Study: Patch grows loyal local news audience with Delighted

Patch - Customer Case Study

Patch, a hyperlocal news platform serving 1,200 U.S. communities, needed a better way to understand how users felt about new products and revenue experiments. While operational metrics like revenue and repeat customers showed growth, they didn’t explain whether customers actually valued what Patch was building. To get clearer insight into user sentiment, Patch turned to Delighted and its Net Promoter Score (NPS) solution.

With Delighted, Patch began collecting real-time NPS feedback across its website, email, and Stripe-powered paid feature flows, using open-ended comments to understand the “why” behind scores. The insights led to changes like lowering prices for local classifieds and events, which quickly improved NPS with little revenue loss and helped drive 85% year-over-year growth in its self-serve ad platform. Delighted also helped Patch spot bugs, prioritize roadmap decisions, and resolve issues like password resets more quickly, making customer feedback central to product and business strategy.

Patch

Marc Torrence

Senior Product Manager