Voice of the Customer - Q2 2022
We want to share with you what we are hearing, and what we’re doing as a result.
Since our last Voice of the Customer report, we’ve seen a clear theme around community resources and education, showing how much our community is engaged, curious, and wanting to learn more about themselves and each other.
We’ve heard from many of you that Monkeypox is top of mind. To help get you the information you need, we’ve linked to global Monkeypox resources on our help page, which can be easily accessed either from the home page of our help center or from the sidebar inside our app. This help page has quickly become our #1 most viewed article.
Grindr for Equality, the social justice arm of Grindr, is partnering with public health groups around the world to share information with folks that’s specific to their area. We also had an Instagram Live session with the White House special task force as well as our partners at Building Healthy Online Communities, and have sent BHOC's national US vaccine site locator tool to all US users in both English and Spanish.
We’re working on more ways to help our users, both within the app and outside it by advocating for increased access to testing and vaccination. More to come.
“Cis” and “Cis Man” were two of the most common searches within the help center this quarter. (Note: searches are actually typing something into the search bar which is an incredibly strong signal of interest.) This search was so specific, it was a mystery as to why, until we realized that the gender identity FAQ page (linked to from an in-app tooltip) had “If I’m cis and someone asks my pronouns, is it offensive to give a joking answer?” as the first result. Folks wanting to learn more about gender immediately came across a term they didn’t know, and searched for it in our center.
We’ve now highlighted “What does it mean to be cisgender?” as the first FAQ entry to make it easier to find, and we’re gathering together to see what else we can do to support those who want to learn more about the LGBTQ+ community.
We’ve heard from you that you’d like more communication and transparency around content moderation decisions and rules, as well as the opportunity to correct behavior before being banned. This is especially true for situations where you believe you weren’t necessarily trying to cause harm to others.
We’re happy to announce that we have now added an in-app warning for commercial activity. This is in addition to the existing warning for harassment and bullying.
Scam Awareness Guide
We updated our Scam Awareness Guide, and sent it out in an inbox message- 20% of you clicked through to read the full guide – that’s a high level of engagement!
We’ll continue to update and share our guides periodically, and are so glad it’s been helpful to so many of you.
Bugs And Outages
Unfortunately, we’re still hearing from you that bugs and outages are a concern. We’re always working to eliminate these issues, and want you to know that bug reports are triaged by a dedicated support team and shared with our Engineers to help them reproduce the error and find solutions.
The current 7-day average for how many users had a crash free experience is 99.3% on iOS and 99.79% on Android. Though this is an improvement from last quarter, we still want this number to be at 100%.
-Alice Hunsberger, VP, Customer Experience | LinkedIn