Author | Chatmeter TeamDate Posted | December 29, 2018

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:

  1. “How likely are you to recommend Chatmeter’s product and customer service to a friend or colleague?”
  2. “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.