Case Study: JOIN optimizes onboarding, feature feedback, and attribution with Refiner

Join optimizes onboarding and feature feedback with Refiner across 80,000+ companies

Join, an HR tech company providing free recruitment software, faced the challenge of gathering effective customer feedback after moving away from an expensive, all-in-one solution. They needed a dedicated survey tool that could integrate deeply with their Segment data infrastructure to understand user experience across their product-led onboarding, feature releases, and marketing channels.

By implementing Refiner, Join gained a versatile survey solution with a crucial two-way Segment integration. This allowed them to deploy CES surveys to refine their self-serve onboarding, use CSAT surveys to evaluate manual processes, and gather qualitative feedback to quickly iterate on new features and uncover blind spots. The marketing team also used Refiner to fill gaps in channel attribution. As a result, Refiner enabled Join to bridge the gap between their assumptions and customer reality, leading to a continuously optimized customer experience and more informed product development.

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