This Tech Company Fuels its Corporate Culture with NPS

By: Elizabeth Clor

February 19, 2015

Net Promoter Score

Net Promoter Score (NPS) is the golden metric that many businesses use to measure customer satisfaction. Our client, Rackspace, has built its company culture around NPS. In fact, their differentiator in the marketplace is “Fanatical Support” and they are challenged to live up to their brand promise every day. With over 300,000 customers, that’s a tall order.

Rackspace is well known as one of the primary players in the managed cloud space, providing expertise in managed services for public, private, dedicated and hybrid cloud, along with various other cloud applications.

Their employees, called “Rackers,” share a common mission of providing the industry’s best support. The company even awards a “fanatical straight jacket” each month to the Racker who demonstrates their commitment to customer support.

With a culture built around “Fanatical Customer Support,” it’s critical for everyone at Rackspace to understand how they are contributing to the overall mission. Clarabridge insights enable the company to measure the impact that each team is having on customer satisfaction and NPS.

Forbes magazine recently interviewed our client Julian Lopez, Rackspace’s director of customer loyalty. Here’s what he had to say.

NPS is based on a simple, direct question: How likely is it that you would recommend our company/product/service to a friend or colleague?

The answer is rated on a 0-10 scale and accompanied by an open text box where customers can choose to give Rackspace verbatim feedback.  Based on the response, we classify customers as promoters, passives or detractors. For us, this one number is the measuring stick we use to understand the health of our business, based on the health of our customer relationships.

Net Promoter is the method that we use to take Fanatical Support and operationalize it by constantly measuring ourselves by this standard: Are we delivering a product that our customers are proud of?

Given that we only ask one question with a free text box, we rely on a number of tools to help us digest the data. Understanding free-form text feedback is a nuanced task. This is a key area where trusted partners come into play, and in this case, the partner we rely on is Clarabridge.

Read the full article in Forbes.

Elizabeth Clor is the Sr. Director of Content Marketing and Communications at Clarabridge. In this role, she is responsible for solidifying Clarabridge’s position in the marketplace as the leading Customer Experience Management (CEM) technology vendor. Elizabeth has 17 years of experience in high-tech marketing and communications, and is a regular contributor to various marketing publications. She holds a B.A. of English from the University of Virginia.