Anatomy of Sustaining a 90+ Net Promoter Score

We never take our Net Promoter Score for granted, and we’re always looking for new ways to innovate and improve our customer experience. When customers are asked if they would recommend the company to a friend or colleague, those who consistently give 9s and 10s don’t do so lightly. A strong Net Promoter score (NPS) is one of the best endorsements a customer can provide Cohesity. It must be continuously earned and is definitely not an entitlement.   

For that reason, we continuously follow-up with customers to understand the details behind their feedback — not only the positives but the areas where we can enhance and improve our performance and the customer experience. For us, NPS is not just a number. It’s also a compass that we use to make sure we’re moving in the right direction and adjust where appropriate. 

So, what does that mean? What does Cohesity do on the backend to understand the issues at hand and make adjustments as appropriate? I’m happy to provide additional details. 

• Routine collaboration and alignment: We bring all of the teams together to understand how to protect and continuously improve on the customer experience based on feedback received. 
  • That includes the tactical component like support response times, communication and resolving issues quickly, to more strategic needs like customer feature requests, roadmap reviews, and understanding the Cohesity vision.
  • This also involves holding alignment meetings across Support, Services, Product, and account teams to ensure we always deliver a coordinated approach to our customers.
• Proactively monitor the health of customer accounts: In doing so, we often resolve issues before customers are even aware. Proactive cases now exceed 50% of our support volume and that number keeps increasing. Our Customer Success team provides regular customer touchpoints and reporting to help drive successful adoption and time to value.
• Respond with a sense of urgency: We do our best to try and achieve a first response time of less than 30 minutes. In addition, we’ve built a system of automated triggers to escalate high severity issues to our Engineering Squad Leads and we keep senior management continuously updated on the progress of Critical accounts.
• Invest in People: We provide ongoing training and encourage everyone to balance day-to-day problem solving with creating tools and process improvements. Those include troubleshooting tools to help streamline problem resolution and writing knowledge-based articles to help prevent the issue altogether. We emphasize mentoring and a culture of service-based leadership.

And, when customers need help optimizing for their environment, we offer a Technical Account Manager, Onsite Resident or other services to maximize their investment. Our Customer and Technical Advisory Boards are where we gain our most important insights and where a lot of the strategic planning comes to fruition. There is no better way to learn than to listen to customers share their experiences with each other.

So in a nutshell, we really are obsessed about our customers and will keep trying to make their lives better. We listen and learn, and never take our sustained 90+ Net Promoter Score for granted.