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Customer Survey Results: NPS 94 and Real Productivity Gains for Technical Writers

· 3 min read
Mattias Sander
Mattias Sander

We recently asked Improvementsoft users a simple question:

"How likely are you to recommend Improvementsoft to a peer?"

The result: Net Promoter Score: 94

For context, an NPS above 70 is considered world-class. A score of 94 means that nearly every customer who responded would actively recommend Improvementsoft tools to their peers.

But numbers are only part of the story. The most interesting part of the survey was how customers described the impact on their work.

What Customers Are Saying​

"Backed by one of the most responsive and customer-centric vendors I've worked with in over a decade, Kaizen Plugin has been mission-critical to my documentation work for over five years." — Lesley R., Content Architect & Technical Writer

"The plugins help our team complete tasks faster than before, and when we have a question or suggestion they respond quickly. The agility of Improvementsoft has made our work life so much easier." — Deb McNally, Amadeus

"The Kaizen Plugin was essential to my Flare workflow and the productivity features alone saved me countless hours." — Shay Adler

"Your tools have saved me and my team many hours of work by reducing the time spent creating bulk topics and maintaining the quality of our projects." — Andrew Bridle

"The Kaizen Toolbar has saved me oodles of hours by automating tasks. As a consultant, time is money, and the toolbar frees up time for better design and structure in the completed projects." — Jack DeLand

"Using Kaizen to import topics, snippets, and other files from Excel has enabled us to continue using Excel to maintain structured content and update Flare quickly and without error." — Matthew Ellison

"Very positive experience with Improvementsoft. Kaizen is a very useful plugin for MadCap Flare, constantly kept up-to-date and issues are addressed quickly." — Kees de Jong

"Excellent software, excellent service." — Anonymous user

What Customers Achieved​

Across the feedback, a few themes appeared again and again.

Major Time Savings​

Customers repeatedly described saving hours of work by automating repetitive tasks such as:

  • Splitting large topics automatically
  • Bulk topic creation from Excel
  • Generating PDF, Word, and HTML outputs quickly
  • Replacing styles across entire projects
  • Validating XML and catching issues before builds

One customer described the XML validation feature as:

"A godsend far too many times."

Higher Documentation Quality​

Teams also highlighted how Improvementsoft tools help enforce structure and standards.

"Mad Quality significantly improved quality. Writers no longer have to look up the gazillion writing rules — the plugin checks their content for them." — Anonymous documentation team lead

Faster Publishing Workflows​

Many users pointed to Kaizen's productivity tools and the AI Helper plugin as removing friction from daily workflows.

"The AI Helper quite literally enabled me to meet major release deadlines during extreme staffing shortages." — Lesley R., Content Architect & Technical Writer

Long-Term Usage​

Another strong signal from the survey: many customers described using Improvementsoft tools daily and in some cases for more than five years.

Tools that stay in a workflow that long usually have one thing in common: they quietly remove a lot of friction.

Thank You​

To everyone who shared feedback and experiences: thank you.

Improvementsoft exists to help technical writers spend less time fighting tools and more time creating great documentation.

Based on this feedback, we're heading in the right direction.

Explore the tools mentioned in this post: Kaizen Plugin, Mad Quality Plugin, and AI Helper Plugin.