Certified NPS score of 86 recognizes Druva Phoenix best-in-class customer support and experience
SUNNYVALE, Calif. ‒ November 5, 2019 ‒ Druva, Inc., the leader in Cloud Data Protection and Management, today announced Druva Phoenix has received an industry-leading certified NPS score of 86 and was awarded the Customer Relationship Management Institute LLC (CRMI) NorthFace ScoreBoard Award for Outstanding Customer Service for its best-in-class customer support. As a customer-centered service provider, this award is further recognition of Druva’s commitment to delivering an exceptional customer experience and seamless solution for protecting data no matter where it resides – endpoints, data center, and cloud workloads.
In the increasingly crowded technology market, customer experience has become a key differentiator for today’s most successful businesses. Druva’s wide ranging initiatives, including delivering omni-channel support, building a highly skilled and product-specific support team, and offering continuous technology training for both customers and support staff help customers maximize Druva’s data protection platform. In addition to all this, Druva consistently delivers enhancements to its cloud platform through new services, features and tools, as well as proactively resolving potential concerns before the user is even aware.
“When enterprises need their backup data, whether for compliance requests, to counter malicious attacks, recover from major events, or other needs, there should be peace of mind that it can be recovered, no questions asked,” said Madhup Nagpal, vice president of global customer support, Druva. “Customer success is at the core of everything we do and our teams constantly explore ways to improve our technology and support, all in the name of delivering better results. This achievement is a tremendous accomplishment and is an acknowledgment of the incredible work done across every team.”
NPS is a key performance rating system used to assess overall customer satisfaction. The score is derived from the response to a single question on a 10-point scale: How likely is it that you would recommend our offering (product, service or company) to a friend or colleague? Customers who respond with 9 or 10 are considered promoters; those who respond with a score of 7 to 8 are passives; and those who respond with a 6 or less are considered detractors. According to Retently, the average score of a SaaS company is 26, positioning Druva as one of the highest-rated vendors in the industry.
Based on IDC’s observation of customer interaction with enterprise storage vendors most effectively leveraging NPS to improve customer experience, customers can expect products with higher performance, improved efficiencies, better availability, lower cost, and a better overall experience with the vendor.*
“More and more businesses are differentiating themselves from their competitors with a laser focus on customer experience, and NPS has become the standard way to measure that across over 200 different industries,” said Eric Burgener, research vice president, Infrastructure Systems, Platforms and Technologies Group at IDC. “Companies like Druva, whose customer experience culture is firing on all cylinders, showcase their high score as both an indicator and a promise of the nature of the relationship their customers can expect with them, and more IT managers are taking note of these scores as they make IT infrastructure purchase decisions.”
Druva’s recognition by CRMI is the latest accolade for the platform. In September, Druva was recognized as a Strong Performer in The Forrester Wave™: Data Resiliency Solutions, Q3 2019. Additionally, Druva inSync was recently named an industry leader for Fall 2019 by G2.com. On Gartner Peer Insights, Druva inSync has attained an average rating of 4.6/5, while Druva Phoenix has a rating of 4.5/5. Additionally, last month Druva announced comprehensive protection and automation for cloud workloads through new capabilities for Slack and Microsoft Teams, and strategic integrations with ServiceNow, Okta and Splunk.
Druva Customers On Their Recent Experiences with Customer Support
“Our interaction with Druva support has been fantastic. Typically within an hour we get a response about the issue and I don’t think we’ve had a ticket last more than 24 hours. We’ve never felt like a small fish in a big pond.” – Craig Guinasso, chief security officer, Genomic Health
“Druva has been a close partner for four years now and they’ve been a great help in expanding our organization. In the rare times we have a technical question, their support team responds quickly, clearly has the in-depth technical knowledge to understand our issue, and always resolves it rapidly to keep our systems running smoothly.” – Jason Hood, vice president of information technology and security, OnPoint Group
“Druva’s customer support team has proven to be reliable, attentive and a great partner for ensuring the ongoing success of Rosendin’s cloud backups.” – Paul Ewing, director of IT infrastructure, Rosendin Electric
Additional Information
- Hear more from our customers
- Read the Druva blog to learn more about how Druva delivers an exceptional customer experience
- Learn more about Druva’s approach to data protection and management
*Net Promoter Score Becoming an Important Metric for Enterprise Storage Managers to Understand, June 2018, IDC #US43896818