Lifesize®, a global innovator of video collaboration and meeting productivity solutions, today announced the company has achieved a Net Promoter Score (NPS) of 84, according to 2018 survey results. An NPS score of 70 or higher is considered by industry experts to be “world class” and an indicator of overwhelming customer loyalty. The industry-leading score highlights the success of Lifesize’s culture of customer obsession and continues a year of significant innovation and growth for the company.
“Every Lifesizer is committed to delivering the best possible experience for our customers by living our core value of Customer Obsession each and every day,” said Amy Downs, Lifesize Chief Customer Success & Happiness Officer. “NPS is an operational rhythm embedded in the culture of our company, and customer feedback is critical to our customers’ success and to our own. We listen, take corrective and preventative actions to drive improvements and close the loop to ensure customers know they’re heard. In turn, our customers know they have a true partner in Lifesize who understands their unique needs and is deeply dedicated to their success.”
To calculate the company’s latest Net Promoter Score, Lifesize surveyed 11,000 customers. The company received more than 2,200 survey responses, compiling the results to determine the NPS rating.
Lifesize was recognized in particular by survey respondents for an easy to use product, lightning fast response times by highly qualified support engineers and quick time to resolve customer queries. Currently, Lifesize is able to address 99 percent of all customer inquiries within one hour or less.
“Four years ago, we made it a top priority to completely overhaul Lifesize’s customer support and success programs to deliver the best possible experience for our customers,” said Craig Malloy, Lifesize CEO. “Our latest Net Promoter Score is a testament to the incredible success of that program. Lifesize’s dedication to our customers is unmatched in the video communications and productivity industry, and that obsession with our customers’ success continues to play a key role in our values and growth as a company.”
Net Promoter, NPS and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.