Case Study: Notion supercharges its product feedback loop with Enterpret

How Notion is supercharging its product feedback loop using Enterpret

Notion, a productivity software company, faced significant challenges in managing its growing volume of user feedback from support tickets, app stores, and social media. Their manual system of over 700 tags was inconsistent and time-consuming, leading to a lack of trust in the data's reliability and an inability to visualize or segment feedback effectively for the product development team.

By implementing Enterpret, Notion automated its user insights process. Enterpret unified all feedback channels and used its machine learning models to create a custom taxonomy and identify granular feedback "reasons." This solution enabled self-service analysis and visualization of trends. As a result, Enterpret helped Notion cut the time spent on a key monthly insights report from two weeks down to just three days. The quality of insights also directly informed product decisions, such as the formation of a new engineering team dedicated to fixing login problems.

Notion

Emma Auscher

Global Head of Customer Experience