What Does The Survey Say

Tovuti LMS has many surveys that we send to our clients because we want to know how well we are doing, what we can do better and how you really feel about us! At every stage of your journey with Tovuti, from Onboarding to Support and beyond, we’ll touch base with you with a survey so we can improve and grow with you!

The Different Surveys and What They Mean to Us!

Customer Satisfaction (CSAT)
Tovuti Support Surveys have a 5 star rating scale.

We use this to understand how satisfied you were with the support we provided you! You may be familiar with this email if you’ve opened a ticket with support recently:

We strive to provide quality support and satisfactory customer service to you, let us know by rating us from 1 to 5! After clicking on a star, you’ll be redirected to a page where you can add further information if you wish! Let us know why we got the score you gave us, we appreciate any feedback you can provide to us!

 


Tovuti Coaching Surveys have 3 ratings - Happy, Neutral and Unhappy

After each coaching session we will send you a survey to respond to about your experience with your coach that day. As coaches we ALWAYS strive for a happy response, but we also value your feedback. So giving not only a rating but also giving a comment about the experience is extremely important to our improvement and continued growth as a company! 

In your Admin Panel:

Net Promoter Score (NPS)

The Net Promoter Score is a customer loyalty metric or feedback tool.  It asks one very specific question and uses an 11 point scale from 0 to 10.  

  • Promoters (people who answer with 9 or 10) – likely to be loyal and recommend Tovuti to others.

  • Passives (people who answer with 7 or 8) – passively satisfied, but less likely to actively promote Tovuti to others.

  • Detractors (people who answer with 6 or under) – not particularly thrilled by the product or the service, may be spreading negative word-of-mouth.

The score is calculated by taking the number of Promoters and subtracting the number of Detractors, leaving the Net Promoter Score.  It’s one way we measure customer satisfaction. 

 

Product Market Fit (PMF)

The Product Market Fit Survey is a SaaS industry standard.  It asks one very specific question of our customers and has four possible answers.

  • Very disappointed

  • Somewhat disappointed

  • N/A - I no longer use Tovuti

  • Not disappointed

Understanding how and why our customers answer that question gives us knowledge about the market, verifies our plan and roadmap, and allows Tovuti to evolve as our customers evolve.