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.
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.