We emailed around 250 users who scored us 0-6 on our NPS survey during July.
We spoke with 38 people in total → 2 interviews and 36 email conversations.
Summary & Insights
44% (17/38) of people said they “take back” their score and are actually happy → they either say they must have accidentally pressed it in a hurry, or there was an issue but now it’s all good
Based on the above point:
The amount of detractors we have in our reporting is worse than how people actually feel
We will get NPS detractors for very small issues that are quickly resolved e.g. some of those 44% said one of their transactions failed but then everything was all good and they like the app. So their satisfaction can shift quickly within days or weeks and we won’t know they’re actually a happy user until we score them again in 3 months or if we speak to them like we did here
For people who were legitimate detractors, their reasons were:
Budget constraint and split payments
Often the combination of being unable to spend <10 euro remaining on their card + being part of a top up company so they feel they “lose” money
This leads to the request to be able to use their own personal funds to cover the remaining balance. Also, sometimes they end up not using their budget because they don’t know if the Uber/Miles/Bolt/etc would cost more or less than what they have on their card
Often heard a comparison to the “old version” of the app when it was voucher based → more simple UX / concept overall and no budget issues
Users also want to move money between products. ie, 4€ “stuck” in MC and not being able to refill PTR fully (top up)
Issue with making payments
Transactions not going through or authorising successfully
Constantly having add and remove the card as a payment method due to some providers only allowing 1 at a time
Complicated / confusing app
Generally struggling to learn what products they can use, how to use them, “I have to calculate if I have enough money to use it”.
Complicated PTR
Have to upload tickets every month for annual tickets
Ticket rejection back and forward / wrong rejections
Bugs / issues
Experienced some sort of bug or app crash
Log out issue
Status & Next Steps
Reason / Issue
Status
Budget constraint - money left on card
- Martin said we can do for <1
Amounts from 1-10 euro remain the biggest complaint. Unclear if we can ever do anything due to tax? |
| Budget constraint - “losing money” / not getting full distro | - Relates to above, but we should really push companies in sales process to provider min 30 and not to top up. |
| Budget constraint - moving money between modules | - Taxable moment for cards is when money is added, so unlikely here
Potentially for moving money between products of the same type (e.g. PTR to DT) but it’s uncommon a company has both so probably not worth the investment |
| Budget constraint - split payments | - We can potentially do something here once we have Adyen |
| Complicated PTR | - We have on roadmap to re-release a better version of annual ticket automation |
| Payment issues - 1 payment method per provider | - Hard to avoid but we can recommend providers that allow multiple
Reduced friction if the provider allows you to pay with apple/google pay as we’ll have this soon
Solved fully if we can end up doing split payment |
| Transaction auth issues | - Push notifications fix will help with alerts
New SCA challenge pop up released
Also expecting better success rates and stability with Adyen |
| Complicated / confusing app | - Complete re-design of app in progress to address transparency of process and money status |
| Bugs / issues | - Reduced logout issue occurrence by 80%+ but need to keep working on it
Need to improve our QA and testing to reduce frequency of other ad hoc bugs |