Success Stories | Looking for examples of improved NPS

community
1

Hi community! I’m looking for examples of Discourse companies who saw improved NPS (or other metrics for user satisfaction) after standing up their Discourse. Can you share your experience? Thanks!

2 Likes
2

Hi Caitlin! :wave:

Does NPS stand for “net promoter score”?

I don’t know about that personally, but wanted to clarify for others. :slight_smile:

3

Yes! So sorry. Stuck in acronym world - it does stand for Net Promoter Score; but any type of user satisfaction metric is helpful!

3 Likes
4

We have migrated our Community Software AG Tech Community & Forums to Discourse several years ago and I can say we definitely improved our NPS.
Some of the improvements we we got are:

  • Before migrating to DIscourse we had to use 3 platforms for the different functionalities we needed and to integrate them had to rely on a search integrator and Single Sign on. We’d spend a lot of our time fixing issues with all of these.
    Discourse was able to fulfill all our requirements with some customization, so we don’t have these issues any more.
  • We are using categories as content types, and have a forum, knowledge base, news, events and few other categories. In addition, we use tags for different company products - this way we have everything in our platform.
  • Gamification is good. All kinds of notifications can be setup.
  • Discourse uses API-s for everything, which makes it super easy to integrate anything.
  • There are limitless customizations (more than needed TBH).
  • The team is experimenting a lot with AI lately, which is great. You can already implement a GPT-4 powered bot that can read the forum or look up stuff in google.
3 Likes