Vasile Burghelea
We’ve committed to a product-led growth strategy focused on delivering continuous value to our customers and a key part of this approach is actively seeking feedback and insights from the community we serve. That’s why we recently conducted a customer satisfaction survey – and we’d like to start by thanking everyone who took the time to share their thoughts and experiences with us. This survey represents an important step forward in our journey, helping us rebuild our roadmap to ensure we’re adding and maintaining features and capabilities that truly address the needs of our users. By maintaining an ongoing dialogue and constantly iterating based on your input, we can drive efficient and consistent value creation.
The survey covered three key areas: our image optimization service, account management, and perceived value and without further delay, let’s dive into the results:
Image Optimization Service
When asked if our service met or exceeded expectations, a whopping 80% of respondents gave us a rating of 4 or 5 (on a scale of 1-5). We were very happy to see that the quality of our image compression algorithms and the results they deliver is appreciated by many of our customers most of the time! Given that the number of “4” responses was slightly higher than the “5” we’re targeting, it’s clear we still have work to do when it comes to delivery.
Account Management
Our account management team received positive ratings from 64% of customers, with ratings of 4 or 5. While this is a solid performance, we see room for improvement in providing even better support and guidance to our customers and have already started planning a deeper dive into how we can add more consistent value to our web interface users.
Perceived Value
A combined 76% of respondents felt they were getting good or excellent value based on what they’re paying for. This is an area we’re constantly working on, aiming to deliver maximum value through our service and pricing plans.
Valuable Customer Feedback
In addition to the numerical ratings, we received insightful feedback through the free text responses. Customers appreciated the simplicity and stability of our service, as well as the compression quality. However, some also highlighted areas for improvement, such as:
- Better support for the WebP image format
- Faster integration with WordPress
- More compression options and improved documentation
- Image cropping and resizing features
- Video compression capabilities
- New integration targets with no-code/low-code platforms, such as Zapier and make.com
We’re actively reviewing this feedback and have already added some of these requests to our product roadmap. We’ve committed to launching the rebuilt version of our WordPress plugin, that has been worked on for some time now, in order to better serve the needs of the community. This includes having WebP as a first-class citizen, available for ingestion and compression. We’re also refreshing the rest of the SDKs, integrations, tools and plugins to make sure they are brought up to modern standards and as useful to as wide an audience as possible. A discovery process is now in place to understand better the role our platform can play in the no-code/low-code space, as these are extremely useful tools in a lot of organizations’ belts.
One customer’s response, in particular, stood out:
“Overall, I enjoy the sophisticated simplicity your service is, vs. your competitors – please keep that as part of your vision when designing your road map and thank you for building something that allowed me to take control of the image processing for my business.”
This reinforces our commitment to providing a powerful yet user-friendly solution that empowers our customers.
Moving Forward
The insights from this survey are invaluable as we continue to enhance the platform. We’re grateful to all our customers who took the time to share their thoughts and experiences with us!
Rest assured, we’re listening, and we’ll keep working hard to deliver the best image optimization service possible. We’ll be posting updates related to our roadmap and launches.
