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by ryanglasgow
1590 days ago
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Disclaimer: I’m the Founder/CEO of Sprig (sprig.com) - the industry leader for in-the-moment research. Congrats on the launch! It’s great to see other companies emerge in this space. Product managers, designers, researchers too often rely on panels with people placed in hypothetical situations. Research is most valuable when conducted with actual customers as they are experiencing your product. We haven’t seen the problem as you’re describing for smaller startups. It’s actually better to speak with customers directly 1:1 until your product starts to achieve scale. One suggestion for you is to add video questions. This is a great way for early-stage startups to see and hear from users directly. It’s been so well received by startup founders that video questions are included in Sprig’s Free plan. Also, the 50-70% response rate is suspect. Sprig has surpassed 2 Billion unique users tracked and millions of survey responses for customers including Dropbox, Loom, and Square. We’ve seen response rates as high as 90%, but on average are seeing a 30% response rate. 1Flow’s survey design is an exact clone of Sprig (see comparison: https://www.loom.com/i/356c650a70b94fffa9a85da83b546595) so differences in design won’t be a factor. Even a 30% response rate is significantly higher than an email survey though which is actually around 2-5%. |
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I've actually talked to a lot of startup founders, product leaders, and even current customers of Sprig, and learned that most didn't want to put video chats inside of their app because of how disruptive it is to the user experience. Zoom, UserTesting.com, etc. have a lot better ways of doing this and they've been doing it for years successfully. We think you're really serving big brands user research teams well because they really need video customer chats and because of our different approach to who we serve and our design philosophy, we don't yet see it a priority to add video.
We did months of customer research before building 1Flow - if your users are truly happy, we wouldn't exist.
With regards to the UI "clone" issue, I couldn't agree. There are already many tools such as Pendo, Appcues, Survicate, etc. that are using this approach, but as I had explained in my post, it is really about providing an experience both software makers and their users will love - at least that is the goal of 1Flow. Thank you for brining this to our attention, with regard to UI, I think we definitely can do a better job! :)
Our response rates are based on true data we see. We are a smaller startup trying to serve other startups of the world, and we are not serving enterprise customers at our stage. So I couldn't join you in making this a number competition, and also not interested in. All I can say is your 90% seems one-off, but I understand how things work and wouldn't want to take you up on this.
Finally I want to say that we are both trying to innovate in a space traditionally dominated by players like Qualtrics, SurveyMonkey, Medallia, InMoment, and 999 other survey tools. So I'd LOVE to stay connected with you and support each other however we can.
Kai
P.S. As founders we are all bit scared about competition, I understand. At 1Flow, we've tried our best to focus on actually delivering value to our users.
- AirBnB wasn't the first home sharing site
- Stripe wasn't the first payment platform
- Facebook wasn't the first social network
What really matters at the end of the day is finding product market fit and execute well.. This is just my 2 cents.