The following interview was led by Zensai Customer Experience Lead, Marjoannika Nyman. In her position, Marjoannika plays an ambassadorial role in developing a stronger customer experience mindset and culture within our business. She also leads a cross-functional collaboration with members from customer success, marketing, sales, product development, and customer support to identify areas for improvements and drive initiatives that enhance the overall customer experience.
At Zensai, our commitment to delivering the best possible experience for our customers is unwavering. As the Customer Experience Lead at Zensai, I work with our team to continuously enhance our services, ensuring that we treat our customers in the best possible way, every day. One of the key tools we use to measure and improve customer experience is the Net Promoter Score (NPS). In truth, I believe the NPS customer feedback we receive, among other customer voice data, is some of the most valuable information our team can source regarding our products and services.
NPS is a simple yet powerful metric that gauges customer satisfaction and loyalty. We measure it through a single-question survey:
“How likely is it that you would recommend Zensai to a friend or colleague?”
This question is followed by an opportunity for open feedback. We target this survey twice per year to our customers’ primary contacts. Each month, we register over 20 NPS customer feedback responses, and every piece of feedback is reviewed by the customer’s Success Manager.
Additionally, our Cross-functional Customer Experience Team analyzes this feedback twice a year, recommending action items to our customer service and product teams to enhance our service and product experiences.
We receive many ideas for both service and product improvements and appreciate the valuable input from customers. Accordingly, I sat down with Karin Blomqvist, our Director of Product Management, for an insightful interview, all about a few recent product improvements inspired by NPS customer feedback.
Interview with Zensai product leadership: NPS customer feedback at work
Marjoannika (Interviewer): Thank you for taking the time to discuss how Zensai leverages customer feedback to drive product improvements. Let’s dive right in.
Feedback: High number of clicks & requested improvements to user interface
Marjoannika (Interviewer): Firstly, our customers love the integration with SharePoint and Teams, which makes the system easier to use. We hear this feedback monthly. Also, our customer-facing team is highly appreciated and customers feel they receive excellent customer service and support, which is our ultimate goal.
One of the key areas of feedback we’ve received is around improving the user interface. Can you share what you’re working on at the moment?
Karin: Absolutely. Firstly, at Zensai, our vision is to enable Human Success for every company and employee by creating unparalleled learning, engagement, and growth. We want to surprise and delight our users and make them feel engaged and empowered when interacting with our products.
We have therefore started a big initiative to review our overall user experience with the goal of enhancing the user interface—including the overall look and feel of our products—as well as optimizing the user experience. Over the next year, we will work on:
- Uplifting the visual design to be more attractive and captivating
- Improving the user experience to be more intuitive and easy to understand
- Simplifying the product to make it easier and faster to perform key tasks
Feedback: Additional reporting features
Marjoannika (Interviewer): That’s great to hear. Another area of feedback has been around additional reporting features. What can you tell us about the product improvements you’ve made in this area?
Karin: We’ve introduced a dedicated Reports area within the Learn365 Admin Center. This central hub not only consolidates downloadable reports but also introduces three new dashboard views. These dashboards provide catalog admins with at-a-glance insights into the status and performance of their learning resources.
Additionally, we’ve rolled out custom Power BI reports and have expanded our Line Manager dashboard to make it easier for admins to get an overview of how their team is performing up against the skills they require for their roles. Regardless of business size or complexity, our clients can benefit from these tailored Success Plan solutions. Whether it’s our Basic, Plus, Premium, or Freemium plan, we’ve got you covered!
Feedback: Continuous delivery of new features and optimizations
Marjoannika (Interviewer): Excellent, it’s clear you’ve been listening to our customers’ needs. In the feedback, we have also heard how customers appreciate the continuous delivery of new features and optimizations and are excited to see what the future holds for Zensai. What are the latest improvements everyone should know about?
Karin: I love this question. One of the facets that we’ve been making major optimizations on is our Learn365 skills framework. In December 2023, we debuted our first update, introducing a more engaging learner interface for skills and the ability for learners to self-assess by adding skills to their profiles. This user-centric approach not only makes it easier for learners to track and develop their skills but also enriches their learning journey with a more intuitive and visually appealing experience.
Additionally, we’ve released some awesome new AI-powered skills creation features in Learn365 which empowers organizations to design learning pathways that close skills gaps, using AI to streamline skills framework creation. The AI-assisted skills generator provides a clear overview of required and existing skills, enabling strategic workforce planning and upskilling. I think our customers are going to really love the AI features we are bringing to the skills framework and many other aspects of our product suite.
A heartfelt thank you to our customers
On behalf of the entire Zensai team, we want to express our sincere gratitude to our customers for taking the time to provide NPS customer feedback through our surveys. Your input is instrumental in shaping the future of our products and ensuring that we deliver the best possible experience for all users.
We encourage you to continue sharing your thoughts, ideas, and suggestions with us. You can also leave a review on Zensai’s G2 page. Your voice matters, and together, we can create products that truly empower your success. We’re excited to continue working alongside you to achieve Human Success for every company and employee.
