![]() Therefore, such forthright reviews act as a vector of force, which pushes us steadily to do better work. We are far from the whatever-works kind of attitude. We are eager to climb a steep learning curve and grow. ![]() What’s the cost of all this effort? Well, the answer is straightforward and in alignment with our values. Knowing the risks from the start, and committing to them, shaves off the “illusion of perfection” and it will only set the right expectations for the experience to come. Only by actively listening can we continue to do meaningful work. In other words, it’s our genuine way to show how much we care about our customers’ insights. It is public, contextual, and unfiltered - we don’t shy away from those 1-star reviews. We created a review system that does not allow us to cheat in any way - at least not without being caught. Today, we’ve managed to elevate the dialogue and transparency toward our customers to a brand new level. However, through constant iteration, we are confident we reached a nice balance between the effort needed to ask for reviews and the quality of the input we receive. We switched from measuring the success rate of our customer support conversations to running video calls and even meeting with them in real life.Įach one of these actions was valuable in its own way - definitely better than none. We went from using the standard 5-stars model to encourage them to write public reviews on social media. These past years, we’ve tried many ways to get feedback about our customers’ experience.
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