Like 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.
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.'