Five Stars, Five Years: Nasuni’s Commitment to Customers Sets a Gold Standard

At Nasuni, customer success is not a yearly milestone — it’s an ongoing, active, and intentional practice, a standing cadence on our monthly agenda. But every so often, we’re given a reason to pause and reflect. This month, that reason was the news that Nasuni has won the NorthFace ScoreBoard Award for customer service excellence for a fifth consecutive year.

Nasuni’s World-Class NPS

This recognition is especially meaningful because it is based on something I care about deeply: objective, rigorous data. It’s directly tied to our Net Promoter Score (NPS), a survey we run throughout the year across our entire customer base, in which we ask them whether they’d recommend Nasuni to a friend or colleague.

At Nasuni, we choose to have our processes, data, and scores independently audited by a third-party organization, the Customer Relationship Management Institute (CRMI). We volunteer for this extra layer of scrutiny because we believe in holding ourselves to the highest standards. The CRMI awards the NorthFace Scoreboard accolade to companies whose scores significantly exceed the industry benchmark. To put that in perspective, the creators of the NPS framework consider a score above 50 excellent. The average industry NPS for B2B Software and SaaS companies is 40. Nasuni’s score is 87.

Commitment Starting at the Top

It would be easy to use this achievement as an opportunity to talk about how unique our customer service is or how we outperform our peers. But for me, more important than the number itself, is the consistency behind it. So instead, I want to take this moment to share what it really means to maintain such impressive scores for half a decade.

Above all, it’s evidence for our unwavering customer-first mindset — a culture that starts at the top and runs through every team at Nasuni. In fact, it’s a culture that Nasuni is so dedicated to that we’ve hired a dedicated SVP of Customer Success, James Lemonias, and deepened our investment into our customer success team.

The award also highlights the effort, care, and perseverance that the whole Nasuni team shows customers behind the scenes all year round. Every piece of feedback, and every low score, is followed up on. We take the time to understand what’s affecting our customers, and to act on it, closing the feedback loop and ensuring that they feel heard.

Market-Wide Validation

The trust we’ve built with customers isn’t only demonstrated by our internal feedback systems, but also by external submissions from our customers. This year’s NorthFace ScoreBoard Award is complemented by the quarterly badge releases from business software review site, G2. This summer, Nasuni earned seven G2 Trust badges including Enterprise Leader, Highest User Adoption and Momentum Leader in the Cloud File Storage category, and Grid Leader in both the Hybrid Cloud Storage and Storage Management categories.

Because the G2 badges are based entirely on positive reviews our customers chose to share, the badges are an honest reflection of how they feel we’re doing. In one review, AEC firm McKim & Creed say, “the support team is outstanding, and their product development team really listens to our concerns.”

Giving Back to Our Customer Community

At Nasuni, we don’t wait for problems to appear before we engage with customers. I believe that true customer success is not based on how we treat tickets in the service queue; it’s about the holistic experience of being a Nasuni customer. That’s why we invest in giving back to our customer community, holding regular user groups to have open conversations and gather real-time insights that directly shape our products and services. This is reflected in another G2 review: “The company has a good engagement model with customers, using communities and events to share experiences and gather feedback.”

Winning awards and earning badges is a wonderful recognition, but customer success is more than metrics or accolades for us. It’s a culture that permeates everything we do. So, while we’re grateful for the laurels, our customers know that we’ll never rest on them.

If you’re interested in experiencing our world-class customer service first-hand, visit our Customer Community.