Improving Product Experience Through User Feedback

Client Background 

The client is a consumer electronics manufacturer offering home entertainment systems and smart accessories. As the company expanded into international markets, it aimed to improve satisfaction among first-time users and strengthen early product adoption. 

Client’s Challenge 

Although post-purchase surveys generated NPS scores, the team lacked clarity on the drivers behind market-to-market variations. Open comments suggested onboarding friction and unmet feature expectations, yet internal teams did not have the time or structure to interpret these insights consistently. The client needed a clear view of what was causing early dissatisfaction and how to improve the experience across regions. 

How Mordor Intelligence Helped 

• Aligned Surveys to Key Milestones: Reframed the questionnaire around setup, onboarding, and early usage moments based on product category norms. 
• Conducted Role-Based Follow-Ups: Interviewed low- and high-scoring users to uncover where expectations diverged from perceived product value. 
• Validated Assumptions with Experts: Engaged category specialists and service partners to understand cross-market nuances and confirm usage patterns. 
• Synthesized Experience Themes: Consolidated insights into themes that supported packaging refinements, setup guide enhancements, and UI simplification. 

Key Findings

• Early friction stemmed from inconsistent onboarding flows and unclear setup steps. 
• Expectations around shortcuts, voice controls, and connectivity varied by region. 
• Cultural differences influenced how users interpreted instructions and troubleshooting cues. 
• First-time user satisfaction depended heavily on the clarity of quick-start materials. 

Our Industry Coverage 

Mordor Intelligence has delivered feedback and satisfaction analysis across more than 20 industries including logistics, consumer electronics, software, retail services, financial products, and healthcare. Our research helps organizations convert sentiment into strategy by uncovering usability gaps, shaping follow-up questions, and ensuring customer feedback leads to measurable improvements across the product lifecycle.