At Lodestar, client feedback plays an important role in shaping how we improve our products, services, and overall client experience.
Twice each year, we invite our clients to share their perspectives through our client survey. These surveys help us understand what is working well, where there may be opportunities to improve, and how recent changes are affecting the people who use and interact with Lodestar every day.
As our next survey approaches, we’re answering some of the most common questions about the process—and explaining why every response matters.
Why does Lodestar conduct two surveys each year?
We know your time is valuable, and asking you to complete a survey is not something we take lightly.
However, Lodestar—and the technology space as a whole—continues to change quickly. Checking in every six months allows us to gather timely feedback, implement meaningful changes, and evaluate how well those changes are working without waiting an entire year for the next survey.
This more frequent feedback cycle helps us remain responsive to client needs and continually improve the experience we provide.
Who is invited to participate?
We invite participants from every Lodestar client to complete both surveys.
Survey invitations are typically sent to several key contacts at each organization, but we encourage recipients to share the survey with additional team members who use Lodestar or interact with our products and services.
Different roles and departments may experience Lodestar in different ways. The more perspectives we receive, the more complete and useful our findings become.
One of the primary metrics we measure is cNPS, or Client Net Promoter Score. This score represents how likely clients are to recommend Lodestar to others.
Participants are asked:
On a scale of 1 to 10, how likely are you to recommend Lodestar to others?
Responses are grouped into three categories:
The final score is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
% Promoters – % Detractors = cNPS
In addition to cNPS, we calculate our overall Customer Satisfaction Score and evaluate satisfaction across several key areas, including Support, Technical Support, Strategic Support, Training, Integrations, Workflows, and Innovation.
Together, these metrics help us better understand both the overall client relationship and individual areas of the Lodestar experience.
Every survey response is reviewed by our Customer Success Manager and SVP of Growth as it is received, allowing us to identify and address any immediate concerns quickly.
Once the survey closes, our Customer Success Manager conducts a more detailed analysis of the results. This includes calculating key metrics and reviewing open-ended comments to identify positive themes, recurring concerns, and potential opportunities.
The findings are then presented to the Lodestar Leadership Team and Lodestar Steering Committee.
We use the feedback to identify areas where we are performing well so we can continue building on that success. More importantly, the results help us determine where changes may be needed to improve the client experience.
Our next survey invitations are expected to be sent on or around August 20. The survey will remain open for approximately three to four weeks, depending on the pace of responses.
When the invitation arrives, we hope you will take a few moments to participate and share it with other Lodestar users at your organization.
Every response gives us valuable insight into how we can better support our clients, strengthen our solutions, and continue improving the Lodestar experience.
Thank you in advance for sharing your feedback.