NewZapp Omnichannel Feedback Q1 2025

May 8, 2025
darren@newzapp.com

NewZapp Omnichannel Feedback Q1 2025

Thank you so much for responding to our Q1 2025 NewZapp customer feedback survey. Your responses and feedback are a vital part of our omni-channel platform and service.

Our Net Promoter Score (NPS) of 46 for the quarter is a strong indicator of the positive experience our customers have.

Placing us well above the industry average.

This score reflects the loyalty and satisfaction of our users, many of whom actively recommend our services to others.

Your vote matters because it helps shape the future of our service and lets us know what we’re doing right – and where we can improve.

A high NPS like ours means that a significant number of our customers are not only satisfied but are also enthusiastic advocates.

By casting your vote, you’re supporting a service that’s truly valued by its community and your feedback builds the platform for the future.

Vital NewZapp Customer Feedback

Along with your score 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!

image asset library

Better image library management.

Yes, 100% agree. We are working hard on an image/document library with more tools and flexibility. Ironing out a few issues with connectivity to our editor with Amazon (where we host your images via CDN). On the radar and coming soon.

Always helpful and available for adhoc queries. Very supportive of what we are doing and willing to share ideas on what we can improve.

Easy to use and good customer service.

It's all working great. A few minor tweaks would make it a 10.

Many thanks! Please let us know the tweaks!

I’d like the system to generate weekly, monthly, or quarterly reports that compile stats from individual sends, so we can get a complete overview of overall performance - not just isolated results.

Better interface on mobile and smarter reporting tools.

You are going to love the new reports upgrade coming later in the year. All of the above and so much more including… Read time analysis!

On the Mobile interface – that is super difficult, you wouldn’t build a website on a mobile and that is technically what you are doing when you build an email. There are just too many moving parts to squeeze on a 300px wide screen.

NewZapp does work well on tablet, and you can send emails via phone, just not build them.

More flexibility in design. Eg line spacing including between paragraphs, text column width

Everything is working as it should and the account management team are always on hands to assist. One new feature I would like to see is the ability to add blank spacers between modules in the same segment.

Worth mentioning these to your account manager during your next account review. Spacing and column width can be controlled with padding and spacers are an option in blocks.

Split A/B Subject lines. The ability to fill boxes/structures with a gradient fill

A/B testing will be possible with the new reports. Gradient fills are not supported with Microsoft Outlook (just show as a block colour) so not our fault!

You can add them to your email build in NewZapp, but they won’t show in the inboxes unless viewed online or on mobile.

Surveys - cant put in a grid to hold a long list of questions with the same rating options across the top

Worth showing what you mean to your account manager during your next account review. Maybe something we can include in a later update.

In Summary

Thank you for your continued support, which has helped us achieve a strong Net Promoter Score of 46. This score reflects the trust, satisfaction, and loyalty of our customers – many of whom actively recommend our service to others.

We’re proud of what this says about the experience we provide, and we’re committed to building on this success. Your vote and feedback mean a great deal to us, and we truly appreciate you being part of our journey.

Darren Hepburn

Operations Director

Bon Jovi loving gym junkie and F1 fan. I spend most of my time thinking about the impact technology is having on our society and the world of internal communications.
And the rest of the time, biscuits.

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NewZapp Omnichannel Feedback Q1 2025

NewZapp Omnichannel Feedback Q1 2025

Vital NewZapp Customer Feedback

image asset library Better image library management.

Always helpful and available for adhoc queries. Very supportive of what we are doing and willing to share ideas on what we can improve. Easy to use and good customer service. It's all working great. A few minor tweaks would make it a 10.

I’d like the system to generate weekly, monthly, or quarterly reports that compile stats from individual sends, so we can get a complete overview of overall performance - not just isolated results. Better interface on mobile and smarter reporting tools.

More flexibility in design. Eg line spacing including between paragraphs, text column width Everything is working as it should and the account management team are always on hands to assist. One new feature I would like to see is the ability to add blank spacers between modules in the same segment.

Split A/B Subject lines. The ability to fill boxes/structures with a gradient fill

Surveys - cant put in a grid to hold a long list of questions with the same rating options across the top

In Summary

Darren Hepburn

See how NewZapp helps comms teams reach every subscriber and prove engagement in 30 minutes.

Book A Demo

Filter Categories

image asset library

Better image library management.

Always helpful and available for adhoc queries. Very supportive of what we are doing and willing to share ideas on what we can improve.

Easy to use and good customer service.

It's all working great. A few minor tweaks would make it a 10.

I’d like the system to generate weekly, monthly, or quarterly reports that compile stats from individual sends, so we can get a complete overview of overall performance - not just isolated results.

Better interface on mobile and smarter reporting tools.

More flexibility in design. Eg line spacing including between paragraphs, text column width

Everything is working as it should and the account management team are always on hands to assist. One new feature I would like to see is the ability to add blank spacers between modules in the same segment.