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

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...

Find the Paths Your Customers Follow (Guest Post)

Find the Paths Your Customers Follow SHINY OBJECTS ARE DISTRACTING ReadyTalk recently invited me to provide a webinar on delivering content for demand generation and customer...

New from ReadyTalk - iPhone App Web Participant

Joining web meetings from your iPhone has never been easier.  Whether you are in the office or on the road, you can now participate in both the audio and web portions of the...

New Collaboration Features Available From ReadyTalk

New Collaboration Features Available From ReadyTalk Collaborating just got easier! Starting today, you can choose to present from multiple monitors, pause your screen share and...

Less Work, Better Results: Use Marketing Automation to Your Advantage

Using Marketing Automation to Your Advantage    After broadcasting a webinar and recording it, promoting it and encouraging people to watch the recording becomes the next steps for...

The Power of Webinar Tactics for Lead Qualification

The Power of Webinar Tactics for Lead Qualification  Webinars allow you to not only generate leads, but are also an excellent way to generate lead qualification. By utilizing...

If You Don't Try Designing a Live Webinar for On-Demand Use, You'll Hate Yourself Later

Designing a Live Webinar for On-Demand Use   In recent years webinars have grown in popularity for marketers in the B2B world with about 62 percent of all B2B marketers currently...

Don’t Stutter. Use the Webinar ROI Calculator to Show Your Success.

Don’t Stutter. Use the Webinar ROI Calculator to Show Your Success. Remember that time when your boss asked you about the success of your webinar program? If you stuttered,...

If You Struggle With Evergreen Topics, Read This

Finding Evergreen Topics Many marketers are generating leads through webinars with the lowest possible cost effort by recording your webinar and redistributing it. On average, a...