Satisfied customers are the best customers

Satisfied customers are the best customers

Now this is what customer satisfaction looks like: Retarus is 100% recommended by their customers in Gartner Peer Insights and received a Net Promoter Score of 62 in a recent customer service survey.

How does a company measure customer satisfaction? Understanding the customer wants and needs and ensuring that every product or service matches those expectations are essential to any business’ success. It is critical that every company utilize standardized methods of measurement to capture customer satisfaction in order to get unbiased and actionable data. These insights are an essential building block that the business will use to fortify their offerings, making them even more valuable for their clients.

Net Promoter Score

One such essential measure of customer satisfaction is the Net Promoter Score. This score is a market research metric based off a survey question posed to respondents asking them the likelihood that they would recommend a company, product, or service. It is measured on a scale from a low of 0 to a high of 10.

From May 2022 to March 2023, Retarus conducted a Customer Service survey with a total of 129 customers. They were asked multiple questions on the topic of their satisfaction as it relates to the quality of the service and support they receive at Retarus. One specific question from the survey pertained to Net Promoter Score, asking respondents “How likely are you to recommend our support to others?”

An impressive 72% of respondents were categorized as “promoters” (providing a rating of 9 or 10). A meager 10% of respondents were categorized as “detractors” (providing a rating of 6 or lower). Subtracting the detractor score from the promoter score delivers the Net Promoter Score, an impressive 62. For reference, a Net Promotor Score of 50+ is considered “excellent”.

Gartner Peer Insights

As valuable as internally constructed surveys are, it is always vital to have independent, outside reputable sources to capture valid data as well. To this end, Retarus is listed on Gartner Peer Insights, a ratings and reviews platform by the analysts firm Gartner. This allows Retarus customers to provide their honest feedback anonymously.

There are many different insights that are captured on Gartner Peer Insights, with ratings measured across all relevant aspects of the IT landscape. These inform two top-level measurements, which serve as a sort of superlative summary for any business. Totaling all their reviews, Retarus has received an overall rating of 4.8 stars (out of 5, as of May 2023). What’s more, Retarus is 100% recommended by these customers as well (when asked if they would recommend Retarus, all customers responded yes).

Gartner Peer Insights goes into further depth by allowing customers to review specific segments of a company individually. To highlight a few, Scalability received a rating of 5 stars. Evaluation & Contracting as well as Service & Support received ratings of 4.7 stars. Integration & Deployment, Product Capabilities, and Ease of Administration & Maintenance received ratings of 4.6 stars. The demographics for the customer reviews are very diverse, with companies being located around the globe and across many industries. 33% of the ratings come from companies in the healthcare industry and another 20% from the banking sector. 20% of all reviews are from companies with an annual revenue in excess of $1B USD.

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Customer satisfaction is in Retarus’ DNA. Loyal and happy customers mean that the products and services effectively meet the needs of the clients. Retarus delivers solutions to their clients for all their business-critical messaging needs. Through Retarus, their clients are modernizing their communications, improving the reliability and scalability of their infrastructures, and ultimately enhancing their abilities to achieve success throughout their enterprise. That’s why customers are so willing to recommend Retarus – 100% of the time – because they know everyone deserves best-in-class service and support.

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