My Customer Success Journey
4 min read
The Customer Success department was established in late September 2016 when I took on the role as the Customer Success Manager overlooking a team of support engineers to help existing clients with managing their digital platforms from both a break-fix perspective as well as providing ongoing enhancements. As the list of clients grew, the team grew significantly as well, both in terms of skill-level and expertise to cater for the demand of mini projects and support services. This meant we had to ensure the quality of our support services did not drop.
I sent out our initial customer satisfaction survey in June 2017 with the aim of gauging how we were performing as well as obtaining our first credible Net Promoter Score®. I was content with our initial score of +48, having read up on how NPS is measured. Yes, I was new to this scoring process! 48 looked like 48% which it clearly wasn’t. Read further and you’ll see how this is measured.
Cantarus Net Promoter Score® 2017
With the industry benchmark of +50 being considered as excellent, I was determined to beat this in the next bi-annual survey. We took all the feedback we received from the survey and ensured we fixed and improved any negative feedback we received from the detractors. We started introducing some processes around monitoring clients’ timebank hours and reporting on usage more frequently. I increased the frequency of account calls with clients who had concerns on their account, which I believe built a good balance between the level of service as well as the client-agency relationship.
In March 2018 we distributed our next survey to measure the NPS and to get more feedback from our customers. It was a proud moment for me and my team to receive a score of +60 this time around! We beat the +50 benchmark of ‘excellent’ and were over the moon! A much-deserved treat out for the Customer Success team followed soon. We didn’t get any detractors this time around, but quite a few passives with some interesting feedback.
Cantarus Net Promoter Score® March 2018
2018 saw us moving into a more organised full ITSM (IT Service Management) service desk platform which allowed us to have processes and workflows in place and made servicing clients more effective as well as having a good audit trail of key situations such as security vulnerabilities and monthly server patching of clients’ assets. We also introduced several internal service requests like deployment processes to ensure what goes on UAT is deployed on LIVE from a quality assurance perspective.
The new ITSM tool came with some goodies! It gave us an opportunity to send out a satisfaction survey per closed ticket. This would give us a good indication on how our customers were feeling and if they were happy with the resolution of their ticket. We tried several frequencies of the survey in order to not come across spammy or annoying. From an NPS perspective, I believe this would be considered as a transactional survey. This prepared us well in advance for our next survey to end 2018.
Cantarus achieved a high Net Promoter Score® of +88 in the recently completed Customer Satisfaction Survey in November 2018. This is a +28-point rise since ramping up our customer experience program and improving our processes over the last seven months. Our newest bump in customer experience merit came from our last relationship survey, which received an average response rate of 26.5% (Industry standard for the technology sector being around 26 – 27%).
Cantarus Net Promoter Score® November 2018
Using the data from our ITSM tool, we measured the same time period (March-November 2018) for the transactional survey just to eliminate those sceptics who would doubt our +88 score, and I can proudly say our average satisfaction score was 96.6%
The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? NPS can be as low as −100 (all detractors) or as high as +100 (all promoters). An NPS that is positive (i.e., higher than zero) is felt to be good and an NPS of +50 or over is excellent.
This was yet another very proud moment for me, especially as this was the last NPS score I sent out as the Customer Success Manager at Cantarus. No, I am not leaving the agency! It has been a great journey to see such an amazing team grow from inception to date having achieved such great scores. I believe the phrase, “standing on the shoulders of giants” is quite fitting for this team!
I leave the Customer Success department on a nostalgic high and into the marketing department to head it as the Marketing Manager.
Customer Success Journey
Swiftly putting my marketing hat on, if you would want to learn more about Cantarus’ Net Promoter Score® and customer experience program, get in touch with me Mubin Al-Haddad
*Net Promoter, NPS, and Net Promoter Score® are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.