November 06, 2018 by Amy Downs in Changing the Way the World Communicates
An NPS score of 70 or higher is considered by industry experts to be “world class” and an indicator of overwhelming customer loyalty. After surveying 11,000 customers and getting more than 2,200 responses, we received a new industry-leading score of 84! Our latest survey results continue to highlight the success of Lifesize’s culture of customer obsession — a culture of passionate people dedicated to helping our customers around the world make their best impression in every conversation.
“Every Lifesizer is committed to delivering the best possible experience for our customers by living our core value of Customer Obsession each and every day,” said Amy Downs, Lifesize Chief Customer Success & Happiness Officer. “NPS is an operational rhythm embedded in the culture of our company, and customer feedback is critical to our customers’ success and to our own. We listen, take corrective and preventative actions to drive improvements and close the loop to ensure customers know they’re heard. In turn, our customers know they have a true partner in Lifesize who understands their unique needs and is deeply dedicated to their success.”
We were particularly recognized by survey respondents for an easy-to-use product, lightning-fast response times by highly qualified support engineers and quick resolutions to customer queries. Currently, Lifesize is able to address 99 percent of all customer inquiries within one hour or less.
“Four years ago, we made it a top priority to completely overhaul Lifesize’s customer support and success programs to deliver the best possible experience for our customers,” said Craig Malloy, Lifesize CEO. “Our latest Net Promoter Score is a testament to the incredible success of that program. Lifesize’s dedication to our customers is unmatched in the video communications and productivity industry, and that obsession with our customers’ success continues to play a key role in our values and growth as a company.”
Thank you so much to those who participated and gave us invaluable feedback — we will continue to strive to deliver the best video conferencing solutions possible, and we can’t wait to show you what the future of work looks like with Lifesize.
Source: By the experts at Lifesize, Nov. 6, 2018