ReadyTalk

Meet with Confidence

Customer Happiness: Why It's Important to ReadyTalk

Posted by Teresa Lawlor on
Share this Post:

Smiley FaceLike many companies, we measure customer “happiness” at ReadyTalk with an annual customer survey.  We ask our customers a series of questions ranging from how they use our service to what feature requests they may have.

Most importantly we ask their likelihood to recommend our services to others, also known as Net Promoter Score or NPS. The answers can range from 0 (not at all likely) to 10 (extremely likely). The NPS score is then calculated by taking the percentage of Promoters (9s and 10s) subtracted by the percentage of Detractors (0 through 6).

We just closed our annual customer survey and are so thankful for all of the feedback we’ve received from our customers. Our response rate was right around 9%. The average customer response for likelihood to recommend our service was 8.51 (with 10 being the highest). This translates to a netpromoter score of 49

NPS overview

I then compared our Net Promoter Score to the average in the Techology and Telecommunications Industry.

  • ReadyTalk average NPS: 49% (54% in 2012)
  • Industry average NPS: 22.4%
  • Others in the conferencing space
    • Cisco (Webex) NPS: 50%
    • Adobe (Adobe Connect) NPS: 33%
    • Citrix (GoTo Meeting) NPS: 32 %

What's this mean to us? Happy customers (and employees), more customer referrals, and hopefully more sales.

Other “happiness” metrics:

  • Nearly 70,000 people worldwide have active ReadyTalk accounts
  • ReadyTalk boasts 99.9% service reliability
  • Delivered more than 125 million web conferencing minutes in 2013
  • ReadyTalk customers rate the product’s ease of use as a 4.27 out of 5.0

It takes us several weeks to compile and analyze all of the responses. We then use the information gleaned to determine what features to incorporate into our platform, how to prioritize launches, what third-party integrations are needed, and to understand our customers' perception of our product (whether we make them look professional, ease of use and how we care about their success). Internally we also recognize specific employees whom customers have "called out" as going above and beyond to ensure their success. 

Does your company measure customer “happiness”? Read more about " Using Your Net Promoter Score.'


Comments for Customer Happiness: Why It's Important to ReadyTalk

blog comments powered by Disqus

Recent Posts

Moving your Organization to a Strategic Demand Generation Strategy [Guest Post]

Today's post is provided by Carlos Hidalgo, CEO and Principal at ANNUITAS. You can follow Carlos on Twitter, @cahidalgo. I had the privilege to present on a webinar sponsored by...

How to Target a Demand Generation Audience vs. a Nurturing Series

How to Target a Demand Generation Audience vs. a Nurturing Series   A basic marketing funnel includes three phases: demand generation, lead nurturing and sales. It's like a person...

Cost Analysis of Webinar Leads

 Cost Analysis of Webinar Leads Webinars have gained popularity as a cost effective lead generation tactic in the past couple of years. Depending on your webinar strategy, the...

Webinar Promotion Q&A with Marketing Experts

Your Webinar Questions Answered by HourlyNerd's Dan Slagen and ReadyTalk's Shawn Cardinal On August 19, Dan Slagen, the CMO of HourlyNerd spoke on ReadyTalk’s webinar series about...

Watch your audience go from yawn to yay!

ReadyTalk Hosts Susan Stewart on our Webinar Series Time and time again people eagerly register for webinars, to only drift off from the live event and leave the webcast wondering...

The Cost of Bad Data

Cost of Bad Data Bad data is data that is not perfect – it could be incorrect data, data with missing chunks or data that is delayed. Most businesses do not realize it yet, but bad...

Optimize Your Webinar Spending with the Webinar ROI Calculator

Optimize Your Webinar Spending with the Webinar ROI Calculator As a marketer, you’re probably asked to provide weekly results in order to justify your budget and efforts. Week over...

ReadyTalk Makes Outside Magazine's 2014 list for "Best Places to Work"

The 2014 Outside Magazine “Best Places to Work” winners have been released, and ReadyTalk is happy to announce that we have made this year's list. For the past seven years, Outside...

6 Perspectives On Realistic Goals For New Advocate Marketing Programs (Guest Post)

6 Perspectives On Realistic Goals For New Advocate Marketing Programs If you’re anything like me, you have to set explicit goals for yourself before you can get anything really...