New Metrics for Success

Yesterday you heard from our guest blogger, Adam Miller, CX and Journey Mapping Expert from Oracle. In my post, I mentioned there are new critical KPIs to measure business and customer engagement. After receiving questions on this topic, I felt it would be helpful to share a glimpse of what we are evaluating at HOSTING.

To help put this in context for you, we broke up HOSTING customer experiences into what we call “Lines of Sight”. We survey our customers to tell us how important each line of sight is to them, and how satisfied they are with HOSTING’s delivery on those lines of sight. We’re proud to say that HOSTING saw an increase in customer satisfaction in every line of sight, year over year. The numbers below compare our 2012 and 2013 customer corridor survey results.

LINE OF SIGHT

SATISFACTION SCORE YOY

INVOICE PRESENTATION

21.60%

ONLINE KNOWLEDGEBASE/FAQ

21.34%

PORTAL

21.15%

BILLING SUPPORT

20.41%

PRICE

17.16%

CUSTOMER COMMUNICATION

15.90%

PROFESSIONAL SERVICES

13.26%

INCIDENT MANAGEMENT

13.16%

WEBSITE

11.94%

SUPPORT/OPERATIONS

11.76%

PRODUCT PERFORMANCE

11.27%

ACCOUNT MANAGEMENT

10.50%

VARIETY OF PRODUCTS

8.35%

FLEXIBLE CONTRACT

7.89%

ON-BOARDING UPDATES

7.61%

SOLUTION ARCHITECT

6.44%

SETUP/USER GUIDES

6.38%

DESCRIPTION OF SERVICES

6.31%

PROPOSAL PRESENTATION

5.73%

PRIMARY SALES CONTACT

5.64%

TECH PLATFORMS/PARTNERS

1.44%

ON-BOARDING

1.35%

NET PROMOTER SCORE

888.57%

We do all of these things not because we have a great customer experience, but so that we can continually pursue our vision of creating a great customer experience. We believe we are heading in the right direction. However, we know that we have still a lot of work ahead of us, and we always will. That is our obsession. And by definition, an obsession is never fully satisfied.

We also know that customers will more likely believe other customers, instead of what we have to say, so reviews and testimonials are important. To that end, I invite you to check out some of our customer reviews on video.

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