Who loves feedback? I can tell you that we do.
We love it so much that we’ve created a team dedicated to seeking, synthesizing, and taking action on feedback from our customers. We call it the ‘Voice of the Customer’ team – i.e., the Voice of You. Recently, we’ve been sending emails and adding feedback prompts in our products with a single question: “On a scale from 0 to 10, how likely are you to recommend the product to a colleague?” And we use your answers to calculate our Net Promoter Score (NPS).
What is Net Promoter Score
According to Wikipedia, “Net Promoter Score is a management tool that can be used to gauge the loyalty of a company’s customer relationships.” Simple, right? NPS data gives us a numeric value representing how you, the customer, feel about Atlassian. The lower the score, the more frustrated you are. The higher score, the more likely you’re happy with what we do and how we’ve done it. The score is calculated by taking the percentage of promoters and subtracting from it the percentage of detractors. Like so:
The key to NPS is getting responses from a broad range of customers: where they live, what size company they’re in, which products they use, how long they’ve been using them, etc. This, combined with other data like user votes on our public JIRA instance and analysis of support tickets, helps prioritize which pain points we address, and when.
So we’re betting big on NPS. In fact, we’d like to share the combined scores, areas for improvements, and what we’re cooking up to give you the best experience possible. We’ll start with Bitbucket, then continue to share the NPS scores for our other products including JIRA, Confluence, and HipChat in the following weeks.
Why would you share all this data with me?
Why not?! As you may know, we have five company values that we live by. One of my favorites is “Don’t #@!% the Customer.”(Yeah, that’s right.) Another is “Open company, no bullshit.” What better way to live these values than letting you know how some of our customers (maybe even including you) feel about our products, and what we’re doing to improve.
Let’s start with Bitbucket
With over 3,900 completed surveys, and with a little calculating, we were able to come up with a overall NPS score of +41.98. So what does that score tell us as a company? Well, overall it tells us that you are pleased with Bitbucket and find it helpful – and we’re excited about that. It also shows areas for improvements. Below are charts breaking down how NPS differs between Mac vs. Windows users, and new vs. veteran users. I’ve also included a breakdown of some of our customers’ recommendations for improvements – the most popular being product experience (30%) and ecosystems (18%), and overall performance (14%).
Of course, we’re proud that Bitbucket users have rated it so highly and are likely to recommend it. But data without action will never lead to making our customers even happier so our teams are working hard to implement the changes you’re asking for. Upcoming improvements to Bitbucket include ecosystem integrations, improvements to readmes, better sign-up, and better connections with other Atlassian products.
On behalf of everyone at Atlassian, I can’t thank you enough for being part of this feedback process. I hope you can see that your voice matters and that we’re making changes based on it. If you see a survey email or feedback dialogue in any of our products, make sure to fill it out – your opinion does matter! If you have any questions or have any additional ideas, feedback, or suggestions please reach out to me at anytime at firstname.lastname@example.org.
Thanks for being part of our growth!