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You asked – We Answered

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You asked – We Answered

Thank so much for responding to our latest customer satisfaction survey. Your responses and feedback are a vital part of platform and service.

Thank you so much for responding to our latest NewZapp customer feedback survey. Your responses and feedback are a vital part of our omni-channel platform and service.

NewZapp NPS Score 2024

We are thrilled to see that for the forth quarter in a row our wonderful users have score us over 60!

NewZapp is so much more than the faces you see on Teams during your Account Reviews and support queries.

There is a hive of amazing developers, (yes, just made up a new collective noun) who build new features and fix pesky bugs. Along with marketing, office and sustainability managers. 

Everyone is a vital piece of the machine that keeps driving our omni-channel platform onwards and upwards!

For more details of how an NPS is calculated we have a post here and there is a handy graphic below. 

NewZapp ENPS Slider

Vital NewZapp Customer Feedback

Along with your marks out of ten, you have an opportunity to provide some quick feedback. Which you do, and we love both the good and the bad.

Personally I hate when feedback goes unanswered so here are a selection of questions and feedback from our recent customer survey. If you see yours, I hope the reply is what you were looking for!

To improve the features that are there but don't work on emails, for example the icons on the buttons... can't see them in email. There's also an issue with putting an image behind text, works on the webpage but not visual on email.

Unfortunately, these two are on Microsoft Outlook. The thorn in good email design side since 2004. NewZapp is more than happy (and can) have icons in buttons and background images behind text. Works great in Gmail but Outlook just strips them out on arrival. That said, the newest version of Outlook is a lot more receptive to icons, just not background images yet.

One day, All of Microsoft Outlook will play nice… #hopefully

More analytics for automated emails.
The ability to send automated happy birthday emails to clients based on date.

Couldn’t agree more. Added to the “hive” of developers list of things to do. In fact reports is getting a massive overhaul in 2025 so will slot nicely into that upgrade.

Live editing that multiple people can do together.

Coming spring / summer of 2025. 

Great response time, consistent and helpful.

Great customer service.

I find the NewZapp platform easy to use I can create engaging content that is suitable for our demographic of readers.

Great customer service and such an intuitive system to use. I love it!

Thank you so much! Shameless praise promoting, back to the rest of the feedback.

Easy to use system! Not sure if it possible but ideally would want any hard bounced unsubscribes to only appear in to ''unsubscribed'' and not both unsubscribed / bounced.

I think this has been taken care of in a recent rollout. Now inside contacts your hard bounces (“Machine” unsubscribes) only appear under hard bounces and your “Human” unsubscribes are under unsubscribers.

One thing I would like to be able to do is send a comms to additional people after it's already been sent, ie if I find out there was someone missing from the distribution list. As far as I know now I have to copy the communication then re-send it to any new people.

I think this is a great idea, I’m assuming you’d like the additional people in the same report as the main distribution list? It’s going on the dev board.

Not sure if there are any tutorials available that you can follow to create content?

Yes, every area of NewZapp has a training video here https://help.newzapp.co.uk/training-videos. And always reach out to your account manager for a refresher walk-through if you need it.

Resizing uploaded images down to 1MB could be automated (I suspect).

I'd like a way to access the account's file and image libraries in order to tidy it up.

I'd like to be able to organise my images a bit better.

All coming in an image library update Q1 2025.

Finding some text is split into 2 sections across lines - is there a way of turning off split text?

If you mean email text hyphenating in your inbox, we know the reason behind this. And yes, it is the “ever helpful” Microsoft Outlook… Speak to your account manager and they will show you the trick to stop it.

I'd like a button to copy an email's 'Generic / sharing link' to be visible right on the Create and Send list page. (Rather than: click email, click report, click share button, select link copy button). Perhaps move the whole share menu to the front screen?

Tricky to move the whole share menu to the front screen as it wouldn’t know what to share until a campaign is selected and would be tight on space on smaller screens. I have seen a development ticket where campaign share link is to be added to the 3 dot options on a sent campaign here.

Ability to include a short survey / selection of Qs within a newsletter, rather than as a separate platform.

You can perform pulse surveys and yes / no type questioning and multiple choice inside an email. Our old “friend” Microsoft Outlook will not allow anything more than that in the same way it doesn’t allow embedded videos.

A facility to automatically resize images to fit the image boxes in the templates would be useful and would save a lot of time.

NewZapp does do this, regardless of the image size uploaded it will resize it to fit the environment you drag it into. If you could mention this to your account manager during your next review they can get more detail from you.

Like the new feature to see Opt outs, however would like to be able to chose the date range that these are for.

Glad you like it and yes, good idea. This has been added to the list of updates.

Being able to open an email and then go back and the search filters and topics you have added still be there and what you put!

Spoke to a user recently about this too. Great feedback and spot on, we’ll add to the list.

Can we have more emojis created that better reflect the emojis now available on our smartphones etc.

We are tied on the emojis presented in the editor but personally I use https://emojipedia.org/ which has every emoji you’ll ever need (and a few you probably don’t…)

All good.

Short, sweet, to the point. And an excellent piece of feedback to end on!

Thank you to everyone who has taken the time to complete the NewZapp customer feedback survey and gave us a score. I say it in every email but it is only 2 clicks of your time which means the world to us and the feedback is genuinely listened to and acted on. 

darren hepburn

Darren Hepburn

Operations Director

Bon Jovi loving gym junkie. I spend most of my time thinking about the impact technology is having on our society and the world of internal communications. And biscuits, all the biscuits…

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