Hi all,
Last December, an update was made to the survey, and the Likert scale was changed, impacting the client NPS.
In the figure below, you can see that for the user to give a score of 10 (maximum), they have to click on a small arrow, to show the numbers 9 and 10.
There is a huge space on the left, where the numbers can be moved, and all the numbers from 0 to 10 appear.
I opened a ticket and the response I got was that it is "expected behavior".
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“ After the new course player implementation, there were many changes to how things look and interact on the platform. In this case, I can say that this behavior is expected and that in order to see this change, you would have to create an idea in our ideas portal, which is found in our Community Portal here. “
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It is unbelievable that a company with more than 3,800 customers and more than 30 million users would make an update like this without going through a quality process.
Were you also impacted by this update?
