July 2024 - Author: Sophie Donnison, VP of Customer Experience, Eventbase
At Eventbase, we’re known for setting the gold standard in event technology but our commitment to customer service is another key differentiator. We pride ourselves on taking excellent care of our customers, including many of the world’s largest events and brands. So we are excited to announce that our customer satisfaction surveys this year have returned amazing results, with Eventbase recording a Net Promoter Score (NPS) of 65%!
Why 65% is a Big Deal
Achieving a 65% NPS is an incredible achievement. Research company Qualitrics writes that an NPS above 50% is an “amazing” score. “A company in this range is doubling down on customer experience - and it shows. Some of the most beloved brands have an NPS in this range, and it means that they have a larger than average group of promoters sharing their positive perception with their personal networks.”
Bain & Company created the Net Promoter Score, a globally recognized metric that measures customer satisfaction and loyalty. By asking our customers a simple standardized question—"How likely are you to recommend this company to a friend or colleague?" — we gain valuable insights into their experiences and perceptions. By weighting high-scoring responses (Promoters) against low scores (Detractors), NPS is a strong indicator of customer satisfaction and loyalty.
In the event technology industry, where customer expectations are continually evolving, maintaining high satisfaction levels requires constant innovation and dedication. This score puts us well above the industry average, underscoring the effectiveness of our customer service team and the value we provide.
The Journey to 65%
Reaching this milestone has been a journey of continuous improvement, guided by our core values and customer-centric approach. Here are some of the key initiatives that have contributed to our success:
Innovative Solutions: We consistently invest in cutting-edge technology to enhance our platform's capabilities and provide our customers with the best possible tools for their events.
Exceptional Customer Support: Our dedicated support team goes above and beyond to ensure our customers have a seamless experience, addressing their needs promptly and effectively. In a world where digital interactions can feel impersonal at times we strive to maintain authenticity in every aspect of our service
Customer Feedback: We actively seek and act on feedback from customers, using it to refine our services and develop new features that meet their evolving needs.
Tailored Experiences: We understand that every event is unique, and we work closely with our customers to deliver customized solutions that align with their specific goals.
Thank You to Our Customers and Team
This achievement wouldn't have been possible without the trust and support of our customers and the hard work of our dedicated team. We are incredibly grateful to our customers for their loyalty and feedback, which drive us to excel. Our team's passion and commitment to excellence are the cornerstones of our success.
Looking Ahead
While we're proud of this accomplishment, we see it as a stepping stone rather than a final destination. Our goal is to continue raising the bar, exploring new ways to delight our customers, and striving for even higher levels of satisfaction. We're excited about the future and the opportunities it holds for further growth and innovation.
Join Us on Our Journey
If you're considering partnering with Eventbase for your next event, now is the perfect time. Discover first-hand why our customers are enthusiastic promoters and experience the exceptional service that sets us apart. hello@eventbase.com
