How Zipline Tracks and Measures Success

February 23, 2021

Liz Manuntag, Customer Marketing Manager

One of our greatest rewards at Zipline is reviewing our Customer Satisfaction surveys and seeing how much our customers love using Retail Zipline to manage store communication, align the fleet, and drive store execution. Every year we survey our customers and every year our Net Promoter Score (NPS) increases. 

Our last NPS survey revealed a score of 78 on a scale of -100 to 100. That’s unheard of in SaaS. This score measures more than just customer happiness- it also reflects how the product meets the needs of the market, solving customer pain points in terms of features, ease of use, and access to support. That is a lot to get right, and most enterprise solutions don’t perform as well. 

In this article, we interview Liz Manuntag, Customer Marketing Manager at Retail Zipline, to learn more about NPS and why it’s such an important measure for us.

Why does Retail Zipline use NPS to measure customer happiness?

NPS is the gold standard when it comes to the metric of customer satisfaction. Customer experience is calculated with a single question (How likely is it that you would recommend this product or service to a friend or colleague?) survey and recorded with a number on a scale of -100 to +100.

What is a good NPS score?

Generally, a positive score at all is considered “good,” and in Software as a Service (SaaS), anything above a 70 is unheard of and considered an outstanding benchmark of customer satisfaction. That’s why our latest score of 78 is extra meaningful. 

How does Zipline use NPS data?

We take our customer feedback seriously. It’s the cornerstone of our success. We work closely with teams across the entire organization to ensure that the feedback is tracked, triaged, and actioned.

What are other ways that Zipline tracks feedback?

We track customer feedback in a multitude of ways. Connecting with our users is essential through Customer Support (affectionately referred to as “The Pink Bubble”). This helps us understand where the product has opportunities to evolve. 

Our dedicated Account Managers speak with customers every day. Even before implementing Zipline, our team spends a great deal of time with each customer. We aim to understand their challenges and think critically about new ways that we can tackle old problems together. 

Features that we roll out undergo focus groups, surveys, and beta testing research that drives valuable feedback back to our product managers so they can continue to evolve the product and meet customers’ needs.

Customer events are another important way that we can tap into the insights shared by our extraordinary community of customers. Zipline Summer Camp is an incredible customer conference that we host annually. Summer Camp is an amazing way for the trailblazers who use our platform to share ideas, stories, and thought leadership. We can’t wait for Summer Camp 2021!

We also can track user feedback through the product. Customers can submit suggestions through ProductBoard and can even vote on features that they want to see. 

And of course, Zipline routinely conducts happiness surveys at every stage of the implementation journey and after. We were born from retail and love a good survey 😉

Why does Retail Zipline’s NPS increase each year over year?

As we grow, we gain and share more knowledge from our customer pool. Retailers are largely facing similar challenges, so feedback from even a single user can ultimately benefit the entire community. Many of our product features, such as the Day Sheet, are created as the direct result of customer feedback. 

Why do you think that Zipline resonates with so many users?

ZIpline was built on a foundation of deep retail experience. We walked in our customers’ shoes. If you read our case studies you will see that what drove many of them to want to work with Zipline is the founder’s story. 

Melissa started Zipline due to her frustration around not being able to find a tool in the market to serve her store communications challenges. She believes that communication is the missing puzzle piece in many organizations, aligning stores to drive better execution. That’s why communication is baked into our solution as the key component to drive store success. 

What do you think makes Zipline’s NPS so high?

Since championing for communication is the special sauce here at Zipline, that has infiltrated the culture of the entire company, impacting even the way that we support our end users. 

The service that we provide and the relationships are absolutely top-notch. Everyone at Zipline, from our support folks to our IT crew has received mentions in our CSat Surveys because everyone loves engaging with customers and helping them succeed. Our users feel like Zipline is an extension of their own teams.

But don’t just take our word for it! Here are some of the amazing things our customers have to say:

“Thank you all so much for your partnership and genuine friendships. Working with you all is the best part of my job!”

“I think Zipline is the best communication tool available in retail, and the people that make up the Zipline team is truly what sets you apart in the industry. The team is incredibly responsive in taking feedback and turning it into a reality that is often even better than imagined!”

“You guys are amazing, as usual. The support and responsiveness continues to be great. One of our most valued partners and one of the best investments we have made for our stores, hands down.”

How does Zipline use feedback to evolve?

Zipline continues to evolve the platform as we receive feedback from stores and publishers. The industry dictates sudden and constant changes for our users, and we adapt with them. We know we can only win by truly listening to our customers. 

Through ongoing customer relationships and product research, we can learn more about the challenges that our users face, how features are helping and how they can be improved. It’s all about identifying gaps where technology might help improve the lives of retail employees.

In Good Company

Zipline is loved by companies that truly believe in the power of the store experience.  We work with brands that share our philosophy and vision around communication that drives store execution, compliance, and happier employees.

TOMS streamlined 80% of ops work

TOMS got stores and HQ aligned, streamlining 80% of their operations in the process. They’ve cut down on time spent answering store questions by 60% alone. 

Read the case study. 

Gap Inc. achieved 90% store execution

Before Zipline, only 25-30% of their stores would carry out next-day tasks. With Zipline, that number has climbed to over 90%. 

Watch the video.

How Fjällräven® Brought Kånken Fever to North America

Fjällräven North America opened a brand new store during the pandemic without a single in-person meeting. 

Read their story.

We’re continually building our platform to further support retailers. Do you have ideas?
Schedule time with us today to share what you’re looking for in a store execution and communication platform.

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