Case Study: MailPoet nearly doubles NPS with SatisMeter

How MailPoet Doubled their NPS Score in 6 Months

MailPoet, the WordPress plugin used by more than 300,000 sites, wanted to better understand why new users were not getting the “wow” effect during onboarding. After focusing heavily on technical improvements, the team realized it needed a clearer, quantitative view of customer sentiment and a way to identify where the user experience was falling short.

Using SatisMeter’s NPS and customer feedback tools, MailPoet measured new-user sentiment, gathered responses, and used the insights to guide UX changes such as a configuration wizard, step-by-step onboarding, UI illustrations, and tutorial videos. With support from SatisMeter, MailPoet increased its NPS from 27 to 48 in less than 6 months, and then to 50 overall, nearly doubling its score while also driving more positive WordPress.org reviews.

MailPoet

Kim Gjerstad

Co-Founder