I emailed around 35 users who scored us 0-8 on our NPS survey in between 01.12.2023-11.03.2024
Spoke with 6 people in total → 2 interviews and 4 email conversations.
Summarized and analyzed Slack channel since February 1.2024 til today
Summary & Insights
Happy with
2/6 said that they had problems in the past but have noticed much stability improvement in the last 2-3 weeks
DT opens even under low connection (recently)
Reasons of complain where mostly
DT related
The biggest concern is not being able to access the DT w/low connection:
cannot take screenshot
doesnt get email confirmation
updates
No proof of payments makes them feel unsafe
getting charged after cancellation
No discount applied
DT show wrong date
Change DT payment hoops (old)
When DT refunds happening all its variations. (Buy now for next month, scheduled and so on)
Updates
Users mostly only open the app to show the DT, then we trigger an app update and with low connection, which means they cant open the ticket or have to wait.
Log in/Log out/Sign up issues
Email doesn’t exist
password is incorrect (when is not)
App keeps logging out
Buggy app/No clear error messaging
“Something went wrong” came up often
CS responses slow
I assume due to the amount of bugs
Sometimes different responses
Other notes coming from analyzing data and asking CS
CS get many tickets asking why they are not receiving more money (mostly due to top up limit)
too many updates → through further investigations, this is mainly an annoyance because it happened when they needed to show the DT
(80%) 36 out of 45 PTR reimbursements are DT (march up to 14.3) total 604.
Status & Next Steps
Reason / Issue
Status
DT- can’t access during low connection
Provide ticket reassurance in many ways:
Send email with ticket pdf (in progress)
- Send a push notification+slack+HR when this is implemented
adjust current push notification to mention email.
I noticed I can take a picture screenshot of the app, but not a recording. is that something that will be improved with adyen? |
| DT
getting charged after cancellation
No discount applied
DT show wrong date
Change DT payment hoops (old)
When DT refunds happening all its variations. | - debug mobility box? /vesputi
change payment method (done)→
DT refunds: 2 types of companies. content to show in a “company rules” area. to start could be FAQ
|
| PTR | - there were talks in the past about removing this. I would encourage against it |
| Bugs / issues | - Investigate log out further.
authentication issues. is there away to track that, since they have not logged in?
Need to improve our QA and testing to reduce frequency of other ad hoc bugs |
| Errors/validation | - Prioritize error audit, classification and application |
| Updates | - improve update cadence or how we do it |
| Different answers | - create a company policy document that we can all refer to (in CSuccess) |