NPS and Jahia

February 20, 2019
Jahia Team

We’re going to take a break from Headless this week to talk about something near and dear to our hearts – Customer Satisfaction. As in, how satisfied are our current Jahia customers with our performance, our product, and the work we are doing to deliver the best possible customer experience solution on the market?

You might also know this as “NPS,” or Net Promoter Score.

 

What is NPS?

 

For the uninitiated, Net Promoter Score is the metric by which companies (like us) measure the satisfaction, experience, loyalty, and overall “value” they are providing to their customers, ultimately determined by how many would be a “promoter” of the company. Think of it like an Olympics scorecard – there’s an overall point total at the very top, but behind each “9.5” lurks a dozen different factors that helped ultimately determine how that score came about. This can include stuff like the quality of the product, or the implementation, or the customer service, or the sales process, or really anything that ties into how that customer interacted with the company.

A high NPS can mean a company is doing all the right things to ensure customers stand by them for the long-term and continue to recommend them to everyone else they know. Alternatively, a low NPS can be a signal that a company is potentially failing to meet one or more needs for their customers and need to take a step back to re-evaluate. However, no matter how good your NPS score, there is always room for improvement.

The information for a company’s NPS can be collected in a number of different ways, but most commonly it’s done via surveys. At Jahia, for instance, we had our most recent NPS survey go out between November and December of last year, and we were floored by the sheer number of responses we got back.

 

Jahia's NPS Score

 

Have you watched  the video yet? As our CEO Michael Tupanjanin summarizes, by listening to feedback and thereby fixing specific questions and issues that resulted from our last NPS survey, Jahia has achieved our highest NPS score ever! What's more, thanks to the amazing response rate we got this time around, we've been able to establish some great goals for the future so we can score even higher the next time around.

Ultimately, though, how does this effect you? Why should you care about the our NPS score? To put it simply (since we enjoy doing that), our higher NPS score means we're delivering a better customer experience for you. That means, if you're a current Jahia customer, it's only getting better and more rewarding to be a part of our rapidly growing digital experience platform. And if you're not...well, let's just say that there's never been a better time to join.

Want to get a better look at what all these customers are “promoting?” Contact us and see for yourself!

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