Chapter 1: Introducing Microsoft Forms and Customer Voice
In September 2020, my team released Dynamics 365 Customer Voice as an upgrade for Microsoft Forms Pro. Soon after, we noticed that the Net Promoter Score (NPS) started to fall. From the user feedback, we learned that many users were not happy with the data export functionality in the new product. Along with the product upgrade, we switched the data export format from Excel to .csv format, to enable the exporting of larger datasets. Users hated the new .csv format, so based on the feedback, we quickly made a change to go back to exporting data to Excel format and only provided an option for .csv for larger datasets. After we introduced the change, we saw that the NPS score started to go ...
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