Case Study: Notion surfaces 412 content opportunities and doubles CSAT on a key article with Sprig
Key results
The challenge
Notion's Help Center, used by millions, relied on a binary thumbs-up/down feedback system that revealed what users felt but not why. The customer experience team, measured on CSAT and ticket deflection, lacked the contextual insight to turn vague feedback into specific content improvements.
The solution
Notion embedded Sprig surveys directly in Help Center articles, using conditional logic to capture context from both positive and negative votes and metadata to track results by page and feature. Sprig's AI-assisted summaries turned raw feedback into actionable insights without ongoing engineering work.
“Finally, we could see why users were frustrated or delighted. Not just that they were.”
JJeslynContent Program Manager, Notion
The results, in context
Sprig helped Notion identify 412 content opportunities and surface 34 pieces of product feedback. CSAT improved across Help Center content, doubling for the Board View article. On average, three Sprig-related tasks were prioritized in each sprint.