Satisfied customers are job #1 at Ericom, so the results of our recent 2020 Net Promoter Score (NPS) survey were extremely gratifying. Our yearly NPS helps us to gauge how we are doing with our customers, since it translates their view on how well Ericom solutions and support teams are meeting their expectations into a quantitative score that we can compare across years. We are proud to report that our 2020 NPS was 50, a 25% increase over 2019’s already strong score of 40.
The NPS metric measures how likely a customer is to recommend a company or product to a friend or coworker. In Ericom’s case, the NPS represents the answer to this basic question: “How likely is a customer to recommend Ericom and its solutions to a friend or colleague?”
Ericom uses our yearly NPS as the key measurement to assess our customer’s experience with our company. Our NPS is calculated by taking the percentage of respondents who enthusiastically recommend Ericom — classified as “Promoters” in NPS terms — and subtracting the percentage of respondents who are negative towards Ericom – “Detractors” in NPS terms. Respondents to our survey are grouped as follows, based on the likelihood that they would recommend Ericom and its solutions:
NPS scores above zero are typically considered good, while scores below zero suggests that the business needs to improve its customer experience.
Ericom’s 2020 score of 50 is very strong, especially when benchmarked against other companies in the software industry. When I consulted a 3rd party NPS service (www.delighted.com) to compare Ericom’s NPS score to other technology providers in our sector, I was excited to see that Ericom placed in the 80th percentile in the Software industry.
Ericom provides SaaS security solutions via the Ericom Global Cloud, so SaaS provider benchmarks are also a relevant comparison. Recent data puts the average SaaS provider NPS for 2020 at 30, indicating that Ericom is doing quite well in comparison to other SaaS vendors. While we’re pleased with these results and what they say about the impact of our efforts to improve our customer experience, we know there is still more we can do — and we are committed to doing it. After all, as I wrote in the very first line, satisfied customers are job #1 at Ericom.
Every function, from Product Development to Customer Support, from Marketing/Sales to Legal, has an important role to play in the Ericom customer experience lifecycle. Each of our department leaders constantly looks for ways to enhance customer engagement in 2021. As we further enhance our Zero Trust security solutions, like our Remote Browser Isolation (RBI) cloud service, and roll out completely new Zero Trust security service offerings, customer feedback will be incorporated and closely measured throughout the process.
We’re proud of our 2020 NPS results and what it tells us about how our customers feel about the work that we do. I look forward to checking in with you next year to report on our 2021 results. Knowing what we have planned, I’m optimistic we’ll have some good news to share!