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Case Study
Loadshare Networks collects NPS across key product journeys
About Loadshare
Loadshare Networks is a technology driven new-age logistics company. They are building an asset light integrated logistics network stitching together SMEs in the logistics sector using a proprietary technology platform.
Founded in 2017, Loadshare is a Series C startup backed by Tiger Global, Matrix Partners and other marquee names. Their tech platform handles half a million shipments a day.
Challenges faced
Loadshare Networks operates in a highly competitive space. The logistics company that will survive will be the one that can get new drivers at the lowest cost. To bring down driver acquisition costs, it is necessary to improve product experience for drivers, thereby generating better word-of-mouth and organic growth.
Hence, Loadshare set out to understand NPS across key product journeys for its driver app. Once they set a baseline, they can focus on improving NPS with better product experiences.
Getting started with Plotline
Within a month of integration, Loadshare's product team configured 15+ targeted surveys. They received between 30-50% response rates on these in-app surveys. The team used in-app surveys for NPS and understanding usage of newly launched features.
NPS after 10th and 30th order delivered by a rider
While overall NPS is important, asking NPS right after certain events occur can be even more powerful. In this case, Loadshare wants to understand NPS after a driver has made their 10th and their 30th delivery. They got a ~50% response rate with ~3000 total responses.
Usage of Instant Withdrawal Feature
Loadshare wanted to understand from their driver base if they were using their Instant Withdrawal feature. If not, why hadn't they used it yet? Only if a driver selects No in Step 1, he is directed to Step 2.
Buy vs build?
The Loadshare team were clear that in-app surveys is a functionality that would not be built in-house because:
It is not part of the core product or their critical roadmapThe team focuses on prioritizing the right features in the roadmap, product design and developer bandwidth is always treated as a premium
- It is not part of the core product or their critical roadmap
- The team focuses on prioritizing the right features in the roadmap, product design and developer bandwidth is always treated as a premium
15+
configured targeted surveys
50%
response rate with ~3000 total responses.
Why Plotline over others?
When it came to evaluating 3rd party SaaS solutions, decision making boiled down to a few key points:Plotline is the only established player outside the US with recognizable logos like ShareChat, Meesho, Khatabook, LazyPay, etcHigh SDK quality and great service level guaranteesReasonable pricing tiers
- Plotline is the only established player outside the US with recognizable logos like ShareChat, Meesho, Khatabook, LazyPay, etc
- High SDK quality and great service level guarantees
- Reasonable pricing tiers
Plotline helps product and growth teams uncover insights from your users in-the-moment
Product teams need to move fast, but collecting user insights can often be a slow and painful process. Traditional methods of collecting feedback fall short. Email and whatsapp surveys have low response rates, and user calling suffers from low connect rates.
In-app surveys help you build a culture of rolling research in your product organization. Get statistically significant insights that help you improve your product roadmap.
The best consumer tech companies today like ShareChat, Meesho, Khatabook and LazyPay all use Plotline to uncover key product insights and improve their roadmap.
Improve funnel metrics with Plotline
Join companies like ShareChat, Meesho, Jupiter, Jar, Khatabook and others that use Plotline to run in-app engagement and boost their activation, feature adoption, and retention metrics.