WSO2 NPS - Celebrating Customer Loyalty
- Ruwan Linton
- Vice President - Customer Success - WSO2
At WSO2, our guiding principle is "treat people the way you want to be treated." This value is deeply ingrained in our company culture and is at the heart of everything we do - from creating products to engaging in transparent and honest communication with our customers. That's why we supplement our frequent customer check-ins with a biannual Net Promoter Score (NPS) survey to receive feedback from our customers and ensure we deliver exceptional service and solutions that meet their unique needs.
The NPS metric is a powerful tool that allows us to measure customer loyalty and satisfaction. We ask our customers a simple question, "How likely are you to recommend this product or service to a friend or colleague?" Customers respond on a scale of 0-10, with 0 being "not at all likely" and 10 being "extremely likely." Based on their responses, customers are categorized as detractors (0-6), passives (7-8), or promoters (9-10). The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. When applying this methodology to more than 150,000 organizations, SurveyMonkey reported an average NPS of 32 in its global benchmark data.
Our latest survey, conducted in January 2023, resulted in a positive NPS of 38 with an overall satisfaction rating of 4.3 out of 5 based on the other satisfaction-related questions we asked our customers. Among the customers who participated in the survey, 52.28% were promoters, 33.24% were passives, and 14.48% were detractors.
We want to thank all of the customers who participated in the survey and provided us valuable insights into how we are supporting their needs. We appreciate the positive ratings and comments. However, we recognize that there is always room for improvement, and we equally value the suggestions on what we could do better.
For that reason, we view the NPS as simply the start of ensuring that we gain a comprehensive view of our customers’ experiences. We received over 100-plus comments from the survey, and we have established a process for taking concrete actions based on the feedback. We follow up with customers who have provided negative feedback or scores to gain insights into their experience gaps. Additionally, we conduct a comprehensive analysis of the feedback to understand the responses, identify common trends, and take a holistic approach to addressing any issues.
The NPS serves as a valuable tool for the customer success team at WSO2, which focuses on customer satisfaction and business success through WSO2 technology and is the backbone of our business. With 200 customer success members located worldwide, the team provides round-the-clock support and services to our customers, irrespective of location. The results of their efforts can be found in our case studies.
The comments in the recent NPS survey also recognized the work of our customer success team. Here are a few favorites:
- "WSO2 has truly excelled at what it does. The commitment and service have been up to the mark, and the innovations introduced to the market based on the market conditions are commendable."
- "Great engagement from day one, which continued throughout the sales process and continues today as we onboard and bring the solution online."
- "We have always received prompt responses and very good support in our journey so far. Excellent products and support services. Support is very quick to answer queries and ready to help. For production issues, the support team gets into a call immediately."
We appreciate hearing how we are helping customers today and will continue to push for new ways to help them maximize the value they receive from our products and services to achieve their goals. We recognize that our success rests solidly on our customers’ success and look forward to continuing this journey together. And we encourage anyone to contact us with their thoughts and questions. Thank you for being a part of the WSO2 community.