Chatmeter Joins the Top Ranks of Companies with a “World Class” NPS
Customers aren’t looking to buy happiness when purchasing software. Customers are looking for solutions that deliver results.
That’s why at Chatmeter, from the very first conversation during Onboarding we’re focused on establishing what “success” looks like for each individual customer and building out a mutual plan to deliver on our promise to achieve those goals. In terms of software, there is much more than just a dashboard. Great software companies are built and managed by people. From the very start, Chatmeter has been committed to making satisfaction and our customers success a priority. That starts with a great team. From the top down, we are dedicated to making our customers successful.
We recently sent our customers a Net Promoter Score (NPS) survey to find out how well we’re performing in their eyes.
What is NPS?
Net Promoter Score was established by Fred Reicheld and a team at Bain focused on supporting companies that care about ensuring they’re delivering an exceptional experience for their customers at every turn. Traditional customer-satisfaction surveys often struggled to make an impact because the results didn’t make it back to the front-line in a timely manner and companies were slow to make changes to the customers’ feedback.
NPS measures customer satisfaction, and segments customers into three types based on a 0 to 10 scale: detractors (0-6), passives (7-8) and promoters (9-10). It measures the likelihood of customers recommending a company, product or service to their friends and colleagues.
We asked our customers two questions:
- “How likely are you to recommend Chatmeter’s product and customer service to a friend or colleague?”
- “What else can we do to improve your experience?”
The results we received were astonishing.
Chatmeter’s NPS Score is “World Class”
Generally, if your NPS falls into the negatives, your company needs to place an emphasis on understanding and improving your customer satisfaction levels. An NPS 0-50, was considered “Good,” scores between 50 and 69 are classified as “Excellent” and +70 is “World Class”.
Chatmeter’s NPS came in with a World Class score of 70!
To put that in perspective, the average NPS for the B2B-SaaS industry had an average of 27.
Chatmeter’s score of 70, put us in the same tier as some of the top service providers in the world, known for setting the standard in Customer Experience: USAA, Southwest, and Nordstrom.
How Did We Do It?
A powerful platform, an attentive team, and a commitment to creating partnerships, not becoming just another software vendor.
Local SEO can be a complicated and rapidly changing industry to navigate. Therefore, Chatmeter wanted to ensure that a continued focus on service and education were top priorities in our customer experience strategy.
Each of our team members receives extensive training in order to become a qualified expert in the world of Local SEO. Our knowledge is then passed on to our clients who receive hands-on training and ongoing consultation with our Customer Success Management Team, Local Listings Specialists and our Local SEO Support Experts.
Customers have access to an extensive library of documents and resources to further their knowledge and are constantly receiving updates with the latest in Local SEO news and best practices.
We ensure that our clients have an understanding of local SEO and how it impacts revenue, along with each of our tools and how to utilize them to their greatest capacity. This fosters adoption and engagement within the platform. Our customers on average will log into Chatmeter more than 1 time a day.
The Chatmeter Success Team:
A Quick Q&A With Jared Norris, Director of Operations:
Q: What is the difference between Customer Service, Account Management & Customer Success?
A: I look at Customer service as being reactive. Account Management as being an outdated concept and approach that addresses customer concerns as they arise while sprinkling in conversations about product enhancements and additional offerings. To me, Customer Success requires a very proactive approach. At Chatmeter, we encourage every CSM to learn as much as they can about their customers business, their challenges and ultimately their goals with Chatmeter. That provides the foundation for focusing on how we can support each customer and their individual reasons for working with Chatmeter. We tailor future product training’s, ongoing industry education and share best practices in line with those initial goals and evolve our plan together in each monthly meeting if new challenges or opportunities arise.
Q: What can a brand new Chatmeter customer expect from your Customer Success Team?
A: Excitement & Lots of Energy! When we get the pleasure of working with a new customer, there is an immediate greeting from my team that lays out a timeline of next steps, what to expect, how to get started early and what’s needed in order to get their solution up and running as soon as possible. From there, we have a front-loaded focus on product training. We start with a kick-off call, then coordinate tailored product training to the many different departments utilizing Chatmeter (Executives, Marketing, Social Media, Insights & Digital). Throughout these meetings, there is a focus on learning about the customer’s current challenges and goals for their partnership with Chatmeter. After the initial onboarding is complete, we continue to stay engaged with our customers through monthly meetings, quarterly success reviews and building multi-year success plans together during onsite annual meetings. Beyond the Customer Success team, we offer email and phone support for technical assistance, where you can expect a response in under an hour. Customers also leverage our SEO knowledge center to view webinars, product videos and learn about the latest industry trends. I’m very lucky to have a team that works as hard as they do for our customers. I’m thrilled to see that satisfaction reflected in our customers’ feedback.
What did our customers have to say?
- “I have been very impressed with your software, and especially your staff and their support. Companies who have a great product, but not great people, or Great people but poor product are everywhere. those that master both stand alone above the fray and Chatmeter is one of those awesome companies.”
- “Just continue doing what you guys do best; efficient Reputation Management and Innovative Local SEO tools. We’re experiencing a tremendous increase in traffic (digital and foot) through our leasing offices month over month. Thanks, Chatmeter!”
This is indeed an accomplishment and something we are very proud of. Now, it’s time to continue to build trust and loyalty with our customers by taking our customers feedback and taking the appropriate action to further enhance their experience with Chatmeter!
Schedule your FREE demo with Chatmeter to learn more about how you can start seeing Local SEO success too!