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When a survey beats another dashboard

Add sentiment when spend and usage cannot explain the why.

What you get

The evidence usage numbers cannot give you: whether the tool people open every day is any good.

The gap surveys fill

High usage means one of two things — the tool is essential, or it is unavoidable. Usage data cannot tell them apart. A tool everyone opens and everyone dislikes is a replacement waiting to happen; a tool everyone opens and rates well is one you protect at renewal. Only asking tells you which.

Three moments worth a survey

  • Before a consolidation. Two overlapping tools; the team's preference decides which survives, and it is far cheaper to ask than to guess.
  • Before a renewal. A low rating is leverage — or the reason to leave.
  • After a rollout. Whether the new tool landed, three months in.

How ratings feed the rest of the product

Survey ratings appear on each app's record and drive one of the five Problematic App Rules — an app rated below your threshold is flagged automatically, so a poorly-rated tool surfaces without anyone having to remember to check.

Surveys showing apps to survey and current ratings

Surveys showing apps to survey and current ratings

Keeping it short enough to answer

One app per survey. A rating and one open question. People answer a thirty-second survey; they ignore a five-minute one, and a 20% response rate tells you nothing.

What you've unlocked

Next: Send a survey