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How SAGE Publishing Increased Their NPS Score +44 Points

How SAGE Publishing used Usabilla to improve NPS & CSAT scores

As a publisher of academic journals, SAGE Publishing was worried about the low Customer Satisfaction (CSAT) and Net Promoter (NPS) scores they had been receiving on their reading experience, a major facet of their platform. With Usabilla, they were able to capture both quantitative and qualitative feedback from their users which in turn inspired a total redesign. Their UX Team used Usabilla feedback to create a more seamless and functional reading experience. By going straight to the source and asking their users what they needed, their CSAT score rose by 23.4 percent and NPS went up +44 points post-redesign.

Learn how SAGE Publishing used Usabilla to:

  • Find and deal with a massive URL bug in real time

  • Elevate the UI through the implementation of user feature requests

  • Share feedback reports with various stakeholders to improve customer-centricity

"With Usabilla, we can understand the entire user journey. It’s important to know what you want to test and why, and to continuously capture feedback so you can always be improving"

Lucy Taylor, Associate Product Manager SAGE Publishing"

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