clmensch

Evernote showing itself again as one of the least customer-friendly applications out there. This is a violation of Apple's own Menu Bar guidelines... (https://developer.apple.com/design/human-interface-guidelines/components/system-experiences/the-menu-bar/) Let us turn this off. I can't believe this item is STILL open years later.

I won't dispute that Evernote has grown since, uhh, 2009. But "registered users" is kind of a useless metric in the web and app world. How many of those people signed up and then left? How many were bots? (Evernote doesn't seem to attempt to restrict bot activity...they just require an email address and a password to create an account.) I'd be more interested in Daily Active Users. I also noticed this graph, while nearly 2 years old, also conveniently cuts off before the 2016 freemium changes/price increases that likely shed some of those users. In terms of this discussion, how much of that user growth is directly attributable to customer recommendations? Or even more relevantly, how many of such recommendations are Android users? It's there that I would expect NPS scores to truly suffer. Two plus years of major platform-specific deficiencies in basic functionality, paired with ongoing pleas for a fix, doesn't make for a loyal fanbase.

More than likely Evernote looks at this years-long issue, looks at the proportion of paying Android users, and decides we just aren't financially worth supporting. You see this limited thinking all the time in software companies. Meanwhile I steer everyone I know away from using Evernote because of the way they treat their customers. Personally, after nearly ten years I still use the product because of the (intentionally designed) high switching cost, and it mostly does the trick for me. But I certainly would never recommend a new user join the platform and am always looking for an alternative whose value would exceed the high switching cost. There's a tool companies rely on to gauge their customer happiness and likelihood to promote their product to their peers called Net Promoter Score. I imagine Evernote's NPS is abysmal.