Scaling Notion’s Mission Through the Help Center
Notion Help CenterIf you’ve ever explored Notion, chances are you’ve landed in their Help Center. It’s where millions of users troubleshoot, learn, and unlock the full potential of one of today’s most flexible productivity tools.
Notion’s mission is simple but ambitious: help people build beautiful tools for their life’s work. Behind the scenes, the Customer Experience (CX) team carries this mission forward by ensuring every user finds what they need, fast. They guide users to answers across everything from onboarding and tutorials to mastering databases and exploring advanced features.
To measure success, the team focuses on two key metrics:
📈 CSAT (Customer Satisfaction) – How satisfied users are with their support experience
📉 Ticket Deflection – How often users can solve problems on their own, without reaching out to support
But even the best numbers can’t tell the full story. Page views and thumbs-up ratings show what happened, not why. And for a team supporting millions, that missing context made all the difference.
That’s where Notion turned to Sprig.
The Challenge: When Thumbs Up Isn’t Enough
The Help Center’s binary feedback system told the CX team what users felt, but not why. Critical questions went unanswered:
- Were downvotes about missing information or confusing explanations?
- Did users need more detail, examples, or visual guidance?
- How could the team turn vague feedback into clear, actionable improvements?
After exploring tools like Hotjar, the team realized they needed more than traditional analytics could offer. The Help Center required a solution that could:
- Capture granular feedback at the page and feature level
- Integrate seamlessly with Notion’s brand aesthetic
- Deliver AI-assisted summaries for quick, actionable insights
The Solution: From Feedback to Clarity
That’s when the XR team brought in Sprig, a fast and flexible way to uncover the “why” behind user feedback.
With Sprig, the team moved quickly from binary feedback to richer, contextual insights they could act on immediately.
Why Sprig worked for Notion:
- Easy setup: One-time integration, no ongoing engineering lift
- Flexible design: Surveys that feel native to the Notion experience
- AI-powered insights: Quick, actionable summaries from raw feedback
Bringing Sprig Into the Help Center
The integration was simple and powerful.
Sprig embedded in Notion Help Center- Surveys embedded directly in in Help Center articles
- Conditional logic captured context from both positive and negative votes
- Metadata tracked results by page, feature, and user journey
- Integration preserved Notion’s native look and feel
With Sprig in place, the team had a new lens on user sentiment. Instead of a simplified thumbs-up or down, they could finally see why users were delighted or frustrated.
That clarity sparked measurable change. To date, Sprig has helped Notion:
- Identify 412 content opportunities
- Surface 34 pieces of product feedback
- And directly improve CSAT across Help Center content, including doubling it for one key article.
Turning Feedback into Real Change
Sprig turned vague signals into actionable insights. The data revealed that content gaps were the biggest source of negative feedback, while clear navigation and examples consistently drove positive ratings.
“Finally, we could see why users were frustrated or delighted. Not just that they were.”
To make insights stick, the team embedded Sprig learnings directly into their workflow. On average, three Sprig-related tasks were prioritized in each sprint, ensuring improvements were continuous.
A Board View Story: From Confusion to Clarity
Take the Board View article. Traditional metrics showed it was underperforming, but gave no clues why.
Sprig uncovered the real issue. Users wanted more detailed guidance on how to build and customize Board Views like Kanban in Notion’s database. With this insight, the team reframed the article to include comparisons and contextual examples, especially for users transitioning from other platforms.
The result? CSAT for the article doubled. Clear proof that targeted, user-informed updates move the needle.
Board View Article: Before & AfterBeyond Articles: Driving Product Change
Beyond individual articles, Sprig also helped the Notion CX team connect dots across teams.
The 34 pieces of product feedback captured through Sprig now feed into company-wide reports. Product and design teams use these insights to better understand what users need next. In this way, the Help Center became not just a support tool, but a key channel for ongoing discovery.
Looking Ahead: Shaping the Future of Support at Notion
The CX team is just getting started. Building on their early success, they plan to:
- Expand surveys across every content type
- Capture holistic feedback from the Help Center homepage
- Use Sprig insights to measure redesign impact and guide roadmap planning
These insights now roll into quarterly leadership reports, ensuring that user voices shape product and content decisions at every level.
Notion’s mission has always been to help people build beautiful, flexible tools that bring ideas to life. With Sprig, that mission is scaling faster than ever, transforming feedback into better content, happier users, and a smarter support experience.