2020 Net Promoter Score (NPS) Improves

NPS_Score2020
Jan 19, 2021

We recently surveyed our customers to determine our 2020 NPS (net promoter score). As you may know, this metric calculates how likely a customer is to recommend a company or product. It’s a pretty simple and straightforward survey that asks a simple question:  

  • How likely would you be to recommend ThreatX? 

The question attempts to get to the essence of the customer experienceThe idea is that if a customer is willing to recommend your product to a colleague, then you can be confident that there’s a pretty good chance that the customer is, in fact, happy with the experience provided. 

The interesting part of the NPS score is the scoring methodology. To determine your NPS score, you count the total number of promoters (8 and 9), passives (7 and 8), and detractors (0 through 6). Then, you subtract the percentage of detractors from the percentage of promoters to determine your resulting NPS. Anything above zero is good, while anything below zero suggests you need to improve your customer experience.  

I’m thrilled to report that ThreatX’s 2020 score has improved significantly over our 2019 score from 58 to 73.

NPS_Score2020

While we’re pleased with these results and believe they reflect a lot of the hard work in the past year to improve our customer experience, we do not plan to rest on our laurels. Customers are our #1 priority.

We will continue to do everything we can to ensure that our customers remain front and center in everything we do. We’ll have them in mind when we’re rolling out new features to our Web Application and API platform (WAAP) or when we’re working alongside them to help protect the apps and APIs that run their world.

We’re proud of the results our 2020 NPS reflects, but we’re even more grateful that our customers feel confident that they would refer ThreatX to their peers. 

To find out why ThreatX customers recommend our web application and API protection platform to their peers, schedule a demo today. 

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About the Author

Gene Fay

Gene has extensive experience building high-impact teams at early-stage startups in storage, virtualization, and cybersecurity. He has specific expertise in go-to-market strategies, marketing, customer success, and channel development. Gene holds an MBA from Northeastern University, where he guest lectures on topics such as product management, marketing, and sales.