User Survey Results 2025

Earlier this year, we carried out our 2025 Upshot User Satisfaction Survey, inviting feedback from just under 5,000 regular users of the system. We truly appreciate the effort from everyone who took the time to share their thoughts to help us improve through their valuable input.

Our annual User Survey plays a vital role in shaping how we grow, tweak and improve our services. Like many systems, Upshot is continually evolving - and the insights from those who use it regularly are key to guiding that journey.

Your feedback helps us refine our product roadmap, strengthen our communications, update our guides, enhance our support and training, and respond to changing needs across our userbase.

In recent years, we’ve shared the results in full so that both current users and those considering Upshot can explore the findings for themselves. This openness provides a clear, unfiltered view of the feedback we receive.

Continuing our commitment to transparent impact reporting, we’ve launched the 2025 public and interactive survey dashboard. Here, you can explore results across our entire userbase, filter by specific sectors, and view feedback tailored to the roles and day-to-day experiences of our users.

We have also produced a detailed FAQ document to address questions and challenges that were posed to us in our survey.

We analyse and look at our data year-on-year, comparing each year against previous years to monitor, evaluate and learn from the developments we are making to the System and our offering as a CIC.

 

This year we have noticed a few shifts and highlights in our results:

 

Ease of use:

The percentage of users who rated Upshot’s ease of use positively dropped from 74% in 2024 to 67% in 2025. While the majority of users still rate the ease of use of the system positively, this shift suggests that some users may be encountering new challenges or need additional support with the system. To address this, we have increased the volume of open training sessions we will be delivering throughout the year and these are free of charge. We have also expanded the number of people that can attend these sessions as many were hitting full capacity over the last 12 months and some users requiring more training or refreshers weren’t able to attend. 

Further to this, we’ll be tailoring our training offering to make it more ‘role-specific’ focusing on key features based on the role that the end-user plays in the organisation. 

On the product and system development front, our product roadmap will continue to include features and developments aiming to improve the user experience on Upshot and make the system that bit easier to use for all users – regardless of role or tasks being completed. We will also be taking a deeper dive into specific user experience challenges, such as the intuitiveness of the layout, the number of steps needed to complete common tasks, how quickly users can find what they need, and whether buttons and labels are clear. 

We are always keen to hear more from users around their user experience on the System, or specific feature requests. These can be submitted here.

 

Product updates and communication:

In 2025, 64% of respondents agreed or strongly agreed that Upshot keeps them updated on new developments. This is up from 57% in 2024. 

This improvement suggests that our recent efforts to communicate more regularly and clearly with users are having a positive impact. To build on this momentum, we will continue to expand our communication channels and formats. We will provide more regular product updates in our email communications – such as in our newsletters, system admin, new user and inactive user updates.

We will also continue to utilise our in-app notifications through What’s New to keep all users informed of new developments that have been deployed.

 

User Support:

Support continues to be one of Upshot’s strongest areas, with 94% of users in 2025 rating the support they received either as positive or very positive — an impressive consistency following 93% in 2024.

This sustained high satisfaction shows that our support team’s responsiveness, knowledge, and friendly approach remain a real strength for users. Maintaining this standard will mean continuing to provide timely, helpful responses and looking for small ways to go above and beyond for all our userbase. You can get in touch with us via support@upshot.org.uk

To further enhance our support offering, we will be looking to add a ‘beacon’ across the system that will give users a quick way to access relevant resources related to the page they are on. Users will also have the option to contact our support team directly through this channel. 

 

Reporting:

From the open survey responses and comments, reporting remains one of the areas users most often express a need for further training or support in and one of the areas of the system where they feel less confident in. 

Many highlighted that while they value the data they can capture in Upshot, extracting and presenting that information effectively can be challenging. This reinforces the need for us to provide greater reporting tools both in the system through developments, but also off-the-system through reporting templates, more guidance, and further webinars and training.

 

Please find our interactive dashboard below: