Show HN: Track customer happiness across all aspects of your business

by Shpigford • 13 years ago

53 21 13 years ago

t0• 13 years ago

Is this meant to be an alternative to A/B testing?

Shpigford7• 13 years ago

It's meant to track how your customers perceive all interactions with your company. So, how did that checkout experience make them feel? Was their interaction w/ the support staff a positive or negative one? Are they happy with the selection of products in your store?

It measures those things over time...so you can tell when you're doing better (or worse) on a micro level across your company/product.

noelwelsh• 13 years ago

You still have the problem of distinguishing real changes in "happiness" with noise in your measurements, so the statistical techniques underlying A/B testing are still useful and relevant.

The question I want answered is how well this metric will correlate with other metrics I care about (like Customer Lifetime Value). If it's not predictive of business success it's of no use.

dictum• 13 years ago

Great idea and great execution; beautiful landing page.

I think it would be nice to have the option of putting the tab on the sides (left and right) of a page, too. I've seen this on some customer feedback apps.

I didn't check it on a mobile device, but it's a good idea to show how it looks/works on a smartphone too.

There's no link for support in the home page, though it appears on the other pages (FAQ, ideas, plans...). Is this intentional?

Shpigford7• 13 years ago

Thanks for the kind words and great feedback!

Lack of support link on home page isn't intentional. Just still working on a better "page" (instead of a simple email link).

evilstreak• 13 years ago

How did your site make me feel? Intrigued and frustrated.

I love looking at screenshots of apps and services to see how they work, what sort of information they expose, and what sort of value I can get from it. The screenshots you've got in your carousel look interesting, but they scroll past too damned fast. There's no time for me to investigate the screen to pick out details.

I'd love to see manual paging through those screenshots with some words describing what I'm looking at, but I'd settle for a pause button!

One other thought: have you experimented with reversing the order of the faces, so it goes happy-meh-sad? I feel like I'm drawn to the sad face most, though that could be because the colour of it contrasts with your very green header.

Shpigford7• 13 years ago

Great feedback. Really appreciate that.

The screenshots section was actually a last-minute addition this morning so definitely needs some work. I agree 100%.

We haven't experimented with the order here on Temper, but we have on our other product (PopSurvey.com) and the sad-meh-happy order of the smiles for rating things has been what most customers wanted.

Something to look in to in the future (or possibly offer as an option down the road).

Again, thanks for your feedback!

jrbaldwin• 13 years ago

Nice and clean, but your color palette needs another round of iteration – I like the overall tonal feel, but using red vs. green as opposite signifiers leaves a majority of the color blind out.

Red/Green is the most common range of color blindness. Azure is a common substitute for green, or try some other combinations that move away from the Stop Light feel which is a bit overplayed anyway.

earino• 13 years ago

Where is the "contact us" information? Did I simply miss it? I want to contact you directly, having done a bunch of work in this field already, and having relevant feedback.

Shpigford7• 13 years ago

You can email me directly: josh@temper.io

Thanks!

tsiki• 13 years ago

If you don't mind, I'd like to hear of your experiences too. I'm part of a start-up team building a somewhat similar product. My email is jani@viima.com

jnorthrop• 13 years ago

I really like the concept and I'm a great use case for it. I'm the CTO of a membership-driven, professional association. Without happy members we don't exist, so measuring how we are handling interactions with members is of critical importance -- a perfect candidate for Temper.

The rub is that we are also an association of privacy professionals. This means our members care deeply about where their personal data ends up. Unfortunately you have no privacy policy on the site which prevents me from even suggesting it to our Membership group -- it would be summarily dismissed without consideration.

It's a common mistake among MVP sites to overlook this detail but often a generic privacy policy would likely be enough for most and shouldn't take more than a couple of hours to put together. I think it would be effort well spent.

aasarava• 13 years ago

Likewise, there's no About page or Management Team page that I could find. What are the backgrounds of the people running the company? Is the company a YC company? Has it received funding from anyone? Can't stress enough that this sort of background info important, from a business customer's perspective, when evaluating potential services.

Shpigford7• 13 years ago

In time my friends, in time. :)

The fact is, most customers (ie. the ones who actually fork over a credit card) don't care about a "management team page" for a product that they'll likely spend about $50/mo for. They've got better things to do than research that sort of thing for a product at that price point.

We'll certainly get one eventually, but from past experience...actual customers don't give a rip.

PencilAndPaper4• 13 years ago

Pricing page doesnt work....

Shpigford7• 13 years ago

Can you offer a bit more info? Did you get an error? Did you click on something and it not go somewhere? Did the page look borked? Aliens take over the screen?

Can't fix it w/o a bit more info as it's working on our end (including processing payments).

PencilAndPaper4• 13 years ago

It works for me now. Thinking more about it my ff has been acting up lately... it was probably my browser.

Show HN: Track customer happiness across all aspects of your business

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