WSO2 Customer Satisfaction Reaches New Heights in H2 2024

At WSO2, our company culture is the heartbeat of everything we do—rooted in honesty, transparency, and inclusivity. It extends beyond our walls, driving our mission to revolutionize digital experiences through cutting-edge solutions and a customer-centric ethos. We believe this is why WSO2 continues to earn the confidence of organizations worldwide.

We're thrilled to announce another set of impressive customer satisfaction scores for H2 2024, reflecting our ongoing commitment to delivering exceptional products and customer experiences. Our Net Promoter Score (NPS) reached a solid 60, and we achieved an all-time high Customer Satisfaction (CSAT) score of 4.41 (out of 5). These results speak volumes about the trust our customers place in WSO2 and the value they derive from our solutions.

NPS is a key metric for gauging customer loyalty and satisfaction. It's based on a single, direct question: "How likely are you to recommend this product or service to a friend or colleague?" Customers respond on a scale of 0 to 10, where 0 means "not at all likely" and 10 means "extremely likely." These responses categorize customers into three groups: Detractors (0-6), Passives (7-8), and Promoters (9-10). The NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Our most recent figures are a testament to the hard work and dedication of the entire WSO2 team. We’re incredibly grateful for the continued support and feedback from our valued customers. Your insights are invaluable in helping us shape our products and services to better meet your evolving needs.

This survey garnered 390 responses from 262 customers. Among the customers who participated in the survey, 66.15% were promoters, 27.69% were passives, and 6.15% were detractors. While the total number of responses was slightly lower than our previous survey, we believe this is likely attributed to the introduction of our new real-time feedback feature within the Support Portal. This new capability allows customers to share their thoughts and experiences with us instantly, providing more immediate and actionable insights. We see this shift as a positive development, enabling us to address customer feedback more efficiently and proactively.

We received 131 responses containing valuable feedback, which we are carefully reviewing and analyzing. These insights will be instrumental in identifying areas for improvement and further enhancing our offerings.

The comments in the recent NPS survey also recognized the work of our customer success team. Here are a few favorites:

• “Thank you for all your support and guidance. I have been working with you since the last 9 years and can see the growth, the product maturity, and the support as well. As I always say, you are one of the best customer support teams I ever worked with.”
• “The team has been very satisfied with the product, its capabilities, and WSO2's responsiveness in addressing any issues or requests.”
• “Extremely good customer support, very knowledgeable and quick to respond to support requests.”
• “Great solutions, great support.”

At WSO2, customer satisfaction is not just a metric; it's a core principle that drives everything we do. We believe in building strong, lasting relationships with our customers, and these results inspire us to continue striving for excellence. We want to extend a huge thank you to all our customers who participated in the survey. Your honest feedback is essential to our growth and helps us to continuously improve.

We're excited to build on this momentum and continue delivering innovative solutions and exceptional customer experiences. Stay tuned for more updates!