World-class NPS: Nasuni Earns NorthFace ScoreBoard Award for 3rd Straight YearMay 23, 2023 | Jason DePardo
Our commitment to Nasuni customers goes beyond simple support. We focus on delivering value. That means working with them to ensure they remain extremely happy and supported throughout their lifetime with Nasuni. We have set a very high standard for our team, and we are always trying to get even better.
So, how are we doing? According to the Customer Relationship Management Institute (CRMI), the performance of our customer support team has been world-class. CRMI audits and awards the NorthFace ScoreBoard Service Award, which is awarded to companies that deliver excellence in customer service. I’m very pleased to share the news that Nasuni has received this recognition for the third year in a row. The award is based on direct feedback and customer service ratings from actual customers. Our results:
- 88 Net Promoter Score (NPS)
- 8/5 for overall technical support
Our NPS score is especially strong. According to Bain & Company, the creators of the NPS system, a score above 50 is excellent. Companies openly boast when they measure in the 70s. Anything in the 80s is considered world-class. This isn’t an anomaly; we see similar results from other ratings systems. On Gartner’s peer review hub, which aggregates unbiased feedback from 60 Nasuni customers, our service and support receive 4.7 out of 5, and 90% of those organizations say they’d recommend Nasuni – similar to our NPS score. These data points show that, year over year, our customers consistently rate us among the leaders in our industry for customer service and support.
These metrics fall in line with what we hear from our customers directly. For example, Michael Chan IT manager at GeoVerra, a leader in land surveying, mapping, forestry, environmental, and geospatial solutions: “I’ve always been pleasantly surprised at the level of attention and professionalism from the Nasuni team. We’re very happy with Nasuni. I wish other companies were like them.”
Our approach to customer success isn’t limited to troubleshooting or acute problem solving. We’re partners, according to Adam Sharp, CIO of international, TBWA, one of several industry-leading organizations that have been depending on Nasuni for years. “Given the dynamic and demanding nature of our business, we look for IT vendors who can be a partner to us,” Sharp says. “We see Nasuni this way. One of their strengths is they listen to their customers and are responsive to their needs.”
As a whole, Nasuni is committed to providing the most capable, savings-generating file services and data protection platform available. But our technology cannot be our only strength and selling point if we’re going to reach our goals as a company. We need to ensure that our customers remain extremely satisfied and supported for many years to come. This is where our world-class customer support team truly shines. The NorthFace ScoreBoard Award validates this focus and the incredibly hard work of our team. Receiving this award for the third straight year is recognition of what they do and how they do it. If you are considering shifting your file data infrastructure to the cloud, or upgrading from your current platform, reach out to us and see for yourself how a first-class customer support team really operates.
For more information on our approach, visit our Customer hub.
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