Last week we sent out a satisfaction survey to our users and clients to try to understand a little bit more of how they use RedEye and what, in their opinion, are the benefits our solution brings to their business.
Although we have an idea of their feelings towards RedEye, it was great to confirm it through relevant and interesting data. One of the results that caught our attention was how likely they were to recommend RedEye to others.
We found that 84% of our current customers are either already recommend RedEye’s data management software to others or are very likely to do so based on their experience. 10% were unsure if they would do so in the near future and only 7% of the responders said that they would not recommend RedEye to others.
With those results, we were able to calculate our Net Promoter Score (NPS) of 77. A NPS is a customer loyalty metric based on the perspective that every company’s customers can be placed within three types: 1) promoters 2) detractors and 3) passives.
Here’s a break down of their roles:
- Promoters are loyal enthusiasts who will keep buying and refer others, fuelling growth.
- Detractors are unhappy customers who can damage our brand and impede growth through negative word-of-mouth.
- Passives are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
As a young tech startup in drawing management we are thrilled with those results. It gives us an overview of our customer loyalty and allows us to produce a clear measure of RedEye’s performance through our customers’ eyes.