By Alex Paquette and Landon Saunders on August 03, 2022
News,

IRONSCALES 2022 NPS Score

At IRONSCALES we work hard every day to provide our customers with the very best experience possible, the foundation of which is our amazing Customer Success team. As a data-driven organization, we are always interested in understanding how our customers feel about their IRONSCALES solution. To do this, we send out an invitation to our customers from within their user console requesting that they complete an NPS survey. Before we get to the results, let’s take a step back to understand what an NPS survey is.

NPS stands for “Net Promoter Score”. This metric measures the loyalty of customers to a particular company. The survey consists of only a single question: “How likely is it that you would recommend [insert company name/product/service] to a friend or colleague?” Respondents are asked to provide a rating between 0 (not at all likely) and 10 (extremely likely). Individual responses are then grouped into three categories:

  • Scores of 9 or 10 are considered “Promoters”
  • Scores of 7 and 8 are considered “Passives”
  • Scores of 6 and below are considered “Detractors”

To calculate the final NPS score, you simply subtract the percentage of Detractors from the percentage of Promoters. For example, if 5% of respondents are Detractors and 55% are Promoters, the NPS score would be 55-5, which equals an NPS score of 50.

So now that we have a final NPS score calculated, what exactly does that mean? Bain & Company, who created NPS, classifies NPS scores as follows:

  • Above 0 is good
  • Above 20 is favorable
  • Above 50 is excellent
  • Above 80 is world-class

Now that we understand how the NPS process works and what the score means, let’s get to the fun part: how did IRONSCALES do on their 2022 NPS? We are excited to announce that our score this year is 65. It is hard to put into words how excited we are to have received such an amazing score! We want to thank all our customers who participated in this year’s survey for taking the time to provide your response. The result gives us meaningful insights into what our customers feel is working and where we should invest more time to help solve the hard problems our customers are wanting to solve.

This isn’t just a one-time fluke. Below you can see a graph of our NPS scores over the last four years, which we feel is reflective of our passion for providing our 7,000+ customers around the world with the very best anti-phishing solution on the market.

NPS-scores-by-year-2022

In addition to our overall score, we wanted to share some of the customer feedback themes identified as part of this year’s survey:

  • IRONSCALES helps us solve the phishing problem at scale in a way that SEG isn’t built to do solve
  • IRONSCALES helps cut down on admin time lost in that it remains effective while being simple to understand, easy to use, and fast to protect
  • IRONSCALES is a single platform that leverages the best of the human and the machine
    • Some solutions claim to block everything (no one can), and some solutions claim you should only focus on training users and allow everything into the mailbox. Instead, our customers realize the power of both automated incident detection/response AND the ability to train users with the mail client button, as well as Phishing Simulation and Training.
  • Keep pushing the boundaries; keep making Themis (the IRONSCALES AI SOC analyst) smarter by feeding her more data, keep investing in more machine learning algorithms to remove the hard-to-catch phish from the mailbox instantaneously, keep adding more content and improving the simulation and training, and help customers to do more with less.

We at IRONSCALES know that we aren’t perfect. However, we take very seriously our ability to listen to our customers. Experience has taught us that some of the most impactful improvements to our products and processes come from our customers themselves. While we are excited about this year’s score, we remain focused on how we can find new ways to make our customers even more secure than they are today. Everything we do is to help our customers beat the bad actors. Thank you to our customers for trusting us with your email security. Thank you for being active and forthcoming in your feedback. Please never hesitate to reach out to anyone at IRONSCALES, especially your customer success manager, with any questions or comments on how IRONSCALES can help you.

Let’s stay #SaferTogether!

Landon Saunders, Director of Technical Support

Alex Paquette, Customer Success

To learn more about how IRONSCALES’ award-winning anti-phishing solution can help your organization, please sign up for a demo today at https://ironscales.com/get-a-demo/.

Published by Alex Paquette and Landon Saunders August 3, 2022
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