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Net Promoter Score Expert Weighs in on AppDynamics Latest NPS Score


AppDynamics is proud to announce its latest NPS score of 85, another above average score for the application intelligence company. A leading metric for evaluating customer loyalty, the Net Promoter Score is a key indicator to growth and determines customers’ likelihood to recommend a company’s brand, product or service. 

According to an independent survey conducted by Satmetrix, software and application companies earn an average NPS score of low-mid twenties. With our continued leading score in the software category, we strongly believe the NPS score correlates with our efforts in driving customer success and growth for both existing and new customers. I spoke with Customer Relations Manager Team Lead, Raul Reyes, of AppDynamics to discuss his thoughts on the latest results.

The NPS data provides companies with customer feedback, including both positive and constructive feedback. While AppDynamics NPS is remarkable, Raul explained how low scores and constructive feedback are incorporated into the total. Rather than being content with an above average score, AppDynamics applies this feedback to areas in need of improvement within the company. If the issue can be resolved through product, technical support, better education or another division of the company’s Customer Success team, AppDynamics immediately follows up with its customer to offer the appropriate solution.

“AppDynamics’ high NPS is impressive, but it also correlates with the explosive growth in new customers, existing customers that continue to buy more, and customer testimonials as seen on our website. Happy customers stay longer, buy more, and recommend you to their friends and colleagues,” says Reyes.

At AppDynamics, we believe that great customer success starts before a deal is closed, or immediately following. Setting expectations and milestones with customers from the start allows for better strategic guidance when enrolling customers in trainings and professional services to help deploy the product. Investing in the customer from the beginning allows for a bigger payoff in both the middle and end of the customer journey. If the customer sees a strong ROI in the middle of the its customer journey, the more likely they are to invest in products and programs catered to their ultimate goals.

“More software companies are taking this customer success approach because if you don’t engage with your customer as soon as the deal closes, or before, you’re going to run the risk of not getting your customer to implement the product and solutions,” states Reyes.

AppDynamics continues to achieve a higher score by following NPS best practices and methodologies, reading up on industry trends, providing exceptional customer support, and empowering its customers to achieve their maximum performance.

“If our team focuses on delighting our customers, which is a goal for all of us— there’s no stopping us,” states Reyes. 

The post Net Promoter Score Expert Weighs in on AppDynamics Latest NPS Score appeared first on Application Performance Monitoring Blog | AppDynamics.

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