Case Study: Large Global Publishing Company achieves rapid, high‑volume customer feedback to improve user experience with SightMill

Great Value, Fast Setup Feedback for Publishing & Media

Large Global Publishing Company needed to gather real-time user feedback from its high-traffic online platform to continuously improve customer experience across its content and product offerings. The company engaged SightMill to provide lightweight, fast-to-deploy feedback tools — specifically SightMill pop-up web surveys — that could capture sentiment and user metadata with minimal friction.

SightMill implemented pop-up surveys that stored NPS/text plus metadata (user, firm, product package and page history) and used three smiley-face responses to boost participation; the publisher’s development team added tracking code and completed testing in about a week. The publisher collected thousands of feedback points within weeks — the highest response rate of any feedback mechanism it had used — creating a key database to analyze journeys and improve UX, and SightMill has also been used to capture post-checkout feedback to drive conversion improvements via A/B testing.