Case Study: Hootsuite triples Net Promoter Score with InMoment

Using In-app Customer Feedback to Triple Customer Loyalty

Hootsuite, the enterprise social media management platform, wanted to make Net Promoter Score (NPS) central to ongoing customer experience improvements but struggled to turn dispersed survey data into actionable insight. They needed a way to collect timely feedback inside the product and easily segment and prioritize issues across user groups.

Working with InMoment, Hootsuite implemented in-app microsurveys that capture NPS and use text analytics to autocategorize comments via a tag hierarchy, enabling fast segmentation and collaboration between customer insights and product teams. The result: a streamlined feedback workflow, more strategic time for analysts, and a threefold increase in Hootsuite’s Net Promoter Score.

Hootsuite