Nine out of 10 customers said they would recommend iOFFICE to others, according to a recent Net Promoter Score (NPS) survey.
The survey, commissioned by iOFFICE and conducted by TechValidate, asked respondents how likely they were to recommend our workplace experience software on a scale of 1-10. Of the 116 customers who responded to this year's Net Promoter Score survey:
- 55% of customers answered this question with a 9 or 10
- 35% answered with a 7 or 8
- 10% answered with a 6 or below
This gives us a total Net Promoter Score of +46. While it's not our personal best, it's higher than the average NPS score for B2B SaaS companies of +40, according to benchmarking data from Qualtrics software. Here’s what that means and why it matters to our customers.
What the Net Promoter Score Means
The only way to improve is to know where you stand. The Net Promoter Score (NPS) identifies customers who are promoters (meaning they answered with a 9 or 10 and are highly likely to recommend you), those who are passive (those who answer with a 7 or 8) and detractors (those who responded with a 6 or lower.) It’s a good snapshot of how our customers perceive us and how we can provide them with an even better experience.
According to Qualtrics data across industries, most organizations range from an NPS score of 18-44, with an average score of 30. Here's a look at how our NPS score compares to the scores of top technology brands, according to Qualtrics and CustomerGuru:
- Zoom Video Communications: +62
- iOFFICE: +46
- Microsoft: +45
- B2B SaaS Average: +40
Why The Net Promoter Score Matters
The Net Promoter Score is one of our most important metrics as a company because it's a true indication of how our customers feel about us. As we strive for continual improvement, surveying our customers gives us insight into how we can better address their challenges and concerns. Our leadership team reviews NPS survey results each year and takes them into consideration as we plan for the future. In fact, our annual user conference developed as a result of past survey respondents telling us they were interested in training workshops.
Key Takeaways From This Year's NPS Survey
This year's survey gave us valuable insights we have already begun to address. For instance, one of the top takeaways was a need for more ongoing training. Although 96% of our customers said our software is easy to use, it has such a wide range of functionality and reporting that many users haven't yet realized its full potential. As a result, we are expanding upon the training we provide to our customers. In the coming year, you can expect to see more webinars and additional resources to help you maximize your investment in our workplace experience management software.
Several survey respondents also told us they'd like to see improvements in our move management software. We're happy to share we've been working on updates that make it easier to manage large moves, visualize the impact of moves within your space and keep track of move-related tasks. These updates are already available for customers to try within our Space Desktop, and we plan to formally launch them soon.
Finally, we want our customers to see a return on their investment in iOFFICE sooner. More than half our customers (52%) told us they experienced ROI within three months, but we'd like that to be true for everyone! We want to help you achieve returns faster by making the software implementation process more efficient.
Over the past year, we've made a number of process updates that will set us up for success going forward.
What Our Customers Are Saying
The ability to hear directly from our customers is another big advantage of conducting this survey. Our customers included a number of comments, and two things in particular stood out: the ease of use of our software, and our strong track record of customer service.
Here’s a sampling of what some of our customers said:
"The mobile-first architecture helps speed up response time and delivery."
-Brendan Robinson, Under Armour, Inc.
"Since implementing iOFFICE, we've seen great gains in efficiency with the move process and visibility into our occupied real estate. We have been able to utilize the Insights module to set strategic goals that we've never considered or had the ability to track before."
-Dan Sims, Quicken Loans
"I like that it's a one-stop shop for my company. iOFFICE really helps productivity for my facilities team."
Russell Benson, Pokemon USA, Inc.
We appreciate all our customers who took the time to respond to our Net Promoter Score survey, and we welcome your continued feedback. In our history of nearly two decades, we've proven our ability to continually adapt to the needs of the changing workplace by introducing new solutions and making continual improvements. And we can only do that with your help!
Have questions or comments? Feel free to get in touch with us!