Customer Stories

88: Setting a new bar with our latest, independently certified, Druva NPS Score

It’s not an understatement to say that teams are currently being pushed to their limits as they are being forced to contend with a quickly changing technology environment, dispersed workforce, and extreme forces outside their control. Needless to say, in light of such circumstances, the ability to rely on trusted partners to help keep day-to-day operations running smoothly can make all the difference.

I am amazed at the rapid response when I open a case. With my previous vendor, I could wait 4-6 hours for a response. I think the longest I have waited for a response is 10 minutes.

Druva tech support is second to none. Thank you for promptly following up and ensuring that backups run smoothly.

Being an enterprise shop that supports multiple sites, I have to deal with a multitude of vendors on a daily basis. I have to say that anytime I deal with Druva support, I have 100% confidence that my issue will be resolved quickly! Keep up the great job.

We take pride in our ability to consistently deliver for our customers, and our customers have once again applauded our efforts, powering the new Druva NPS score of 88, which has been independently certified by the Customer Relationship Management Institute (CRMI)  for Druva Phoenix.
To qualify for these awards, CRMI independently reviewed and verified the scores customers have rated Druva after each support interaction during the 2019 calendar year and is a continued improvement over our 2018 score of 86. In addition, CRMI awarded the NorthFace ScoreBoard Award for customer service excellence for the second consecutive year.

In regards to NPS score comparison, Druva maintains a healthy lead over other industry-related companies including Veeam (73 in 2019) and Rubrik (82).

In the best of times, IT teams have had a shrinking amount of time to become experts in all of the latest tech, increasingly relying on their technology partners and vendors to ensure they are getting the most value out of their investment. In light of a global pandemic and quickly changing priorities, that sliver of time has all but disappeared. The good news is that as a SaaS solution, Druva customers don’t have to be data experts to unlock the value of their data.

What is impressive to me is that even for basic questions, Druva Tech Support will follow up and make sure I fully understand and even provide additional tools to be able to troubleshoot further issues without additional help.

The technician was very knowledgeable and knew how to solve the issue right away. I also appreciated the very fast service! Thank you!

Offering an intuitive web-based tool that offers visibility across endpoint, data center, and cloud workloads, optimization recommendations powered by machine learning, and a dedicated support ecosystem, Druva is accessible to the entire IT team, not just a data expert. And with proactive support via our SaaS platform, we strive to resolve potential concerns before you ever encounter an issue.

We are humbled by the continued and passionate support of our customers, who have not only helped set a new bar for Druva’s NPS scores in the data protection industry and larger SaaS category overall, but have helped us achieve other recent accolades including:

Listen to the Druva’s No Hardware Required podcast to learn more about our industry-leading NPS score.