Case Study: Notion improves Help Center CSAT and uncovers 412 content opportunities with Sprig

Notion uncovers 412 content opportunities with Sprig

Notion, a productivity software company, faced a challenge in understanding the 'why' behind user feedback on its Help Center. Their existing binary rating system provided limited data, making it difficult to turn vague feedback into actionable improvements. To gain more granular insights, they turned to the vendor Sprig and implemented its survey and feedback solution.

By deploying Sprig's surveys directly into Help Center articles, Notion captured rich, contextual user feedback. This solution helped them identify 412 content opportunities and surface 34 pieces of product feedback. The actionable insights led directly to improved content, including one key article for which customer satisfaction (CSAT) scores doubled. Sprig enabled Notion to transform user feedback into measurable improvements.

Notion