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AppDynamics Announces Astounding Net Promoter Score: Obsessive Focus on Customer Satisfaction Pays Off


From the very first days of AppDynamics, I have been hyper-focused on customer satisfaction. Our amazing portfolio of customers is the reason AppDynamics is one of the fastest-growing enterprise software companies on the planet.

The leading measure of customer satisfaction and loyalty is the Net Promoter Score (NPS)®. The NPS is based on a single, concise question: “On a scale of 1-10, how likely are you to recommend the vendor to a friend or colleague?” Responses fall into the following categories:

  • Score of 9-10 = Promoters
  • Score of 7-8 = Passive
  • Score of 0-6 Detractors
  • The “net” score is calculated by subtracting the detractors from the promoters.

    Today, we are proud to announce that our customers have awarded us an NPS score of 84. To put our score into perspective, the average enterprise software company has an NPS of 19. Publicly disclosed scores for competitors in the APM segment range from single- and low double-digits to roughly 50. In 2012, CA Technologies had an NPS of just 18.

    A multitude of factors contribute to the satisfaction of our customers. I can say for certain our NPS would not be so impressively high without the dedication and commitment of the hundreds of “AppDynamos” around the world who work tirelessly day and night to deliver a stellar product that meets the unique needs of each customer.

    I could not be more pleased with the work of the AppDynamics team. It is because of them that our NPS is nearly quadruple that of our counterparts in the APM space. As the company continues its meteoric growth, I expect our NPS to continue to continue to eclipse that of other companies in our space, as we continue our obsessive focus on understanding and addressing our customers’ needs.

    We have achieved a lot so far this year at AppDynamics: continued record growth, $120 million in growth financing, and released more new category-leading products. However, this accolade is of particular significance to us because it is from our customers. The fact that a vast majority of our customers would recommend AppDynamics to a friend or colleague — 9s and 10s! — is the best validation we could receive, and the reason we continue to reach new heights of success together.

    The post AppDynamics Announces Astounding Net Promoter Score: Obsessive Focus on Customer Satisfaction Pays Off written by appeared first on Application Performance Monitoring Blog from AppDynamics.

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