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From Better to Best: Zoom NPS Jumps to 72
December 7, 2017 by Priscilla Barolo

NPS (Net Promoter Score) is a measure of customer happiness, and nothing brings us more pride and joy than our customers’ happiness. If you’ve spent any time around a Zoomie, you’ve probably heard us talk about our NPS a few times. Well, get ready to hear this acronym a lot more because our score has jumped from an already industry-leading 69 to a whooping 72! We’re a little pleased with ourselves, aren’t we? Why yes, we are. Let us tell you why…

First, a little NPS Primer.

NPS is basically a customer satisfaction barometer that has been standardized across industries, products, and services on a scale of -100 to +100. NPS is measured by asking customers one question: “How likely is it that you would recommend [company or product] to a friend or colleague?” They answer on a scale of 0-10, with 0 being “Not at all Likely” and 10 being “Extremely Likely.” Their answers form the NPS for the company or product. NPS is widely adopted by companies to measure their customer happiness – more than two thirds of the Fortune 1000 use NPS. Zoom, for our part, measures NPS on a large scale, surveying tens-of-thousands of paid customers each quarter to make sure we’re capturing customer sentiment accurately.

And 72 is Pretty Good Then?

We know, we know, 72 sounds like a C-, but it’s actually an extremely high NPS. It puts us in the same ranks as several beloved companies and products, and we beat out such favorites as the iPhone (70), Amazon (69), and Southwest Airlines (66). It is also far superior to scores we could find from any other conferencing or communications provider.

What’s Behind the Sky-High Score?

To see the basis for our 72 NPS, look no further than the customer reviews on Gartner Peer Insights, TrustRadius, and G2Crowd. Our top placement on these sites echoes our NPS and gives texture to what our customers love about Zoom. Common themes include:

  • Ease of implementation, use, and management: “Fantastic platform, easy to implement and use, very user friendly and versatile.” Technology Services Manager in the Education Industry
  • Reliability: “It just works.” — IT Project Manager in the Media Industry
  • Customer service: “Zoom is a top class piece of software, and the service matches that.” — Operations & Marketing Manager in the Finance Industry

We are grateful to our customers for taking the time to review Zoom. Their feedback is invaluable to us. If you have a few minutes, we’d appreciate your review too!

Curious to see why Zoom consistently rocks the NPS? Sign up for a personalized 1-1 demo with a friendly Zoom Product Specialist today. We’d love to show you!

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