Year after year, we are gifted the great joy of reviewing our Customer Satisfaction surveys. We are so excited to see how much our customers love using Zipline to manage store communication, align the fleet, and drive store execution. Every year we survey our customers, and every year, we exceed industry benchmarks… by a lot. 

This year, however… we achieved the highest scores in Zipline’s history! 🕺

We sat down with Eleanor Ferrer, Customer Success Operations Manager at Zipline, and chatted with her about the 2022 Customer Happiness Survey.

Here’s what she had to say:

What is The Customer Happiness Survey?

The Customer Happiness Survey is an annual survey we send to our accounts’ main stakeholders. This includes executive sponsors, core business team, & IT partners at all brands that have been live for at least 3 months. (This excludes brands that are in pilot or implementation).

This year, we received responses from users in operations, communications, and IT roles across 63 brands. 

What metrics does Zipline use to measure happiness?

I’m so glad you asked! We asked our customers a series of questions about Zipline products, service, benefits, and overall satisfaction in order to determine a:

• Customer Happiness Rating: This is a 1 – 5 scale rating question on Customer Satisfaction
• Standard NPS (Net Promoter Score): 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.

How did we score?

 🎉 We achieved our highest CSAT & NPS rating in Zipline history!  🎉

When it comes to NPS, generally, a positive score at all is considered “good,” and in Software as a Service (SaaS), anything above 70 is unheard of and considered an outstanding benchmark of customer satisfaction. For reference, the average score for the Tech SaaS industry is approximately 41. 

That’s why our 2022 Net Promoter Score of 78 is so exciting!

For customer happiness, we beat and exceeded our goal of 4 out of 5! 4.83 is our 2022 rating and the highest CSAT rating we’ve ever achieved. 

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

Since championing retail communication is the special sauce here at Zipline, that has infiltrated the culture of the entire organization, impacting the way that we support our end users on every level.

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. Every year we hear that our users feel like Zipline is an extension of their own teams. ❤️

How does Zipline use feedback to evolve?

Cultivating customer feedback, relationships, and engagement is a really big deal to us. Zipline’s customers are the cornerstone of our success, so we work closely with them to collect, track, understand, and action ongoing feedback. Our close relationship with our customers gives us a pulse on how our product is working for users. We take our new learnings into consideration when building out our Product Roadmap for future releases, improvements, and updates.

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There is one constant theme we’ve seen highlighted throughout the years and was clearly highlighted again this year – our trusted partnership with our customers ❤️

Read more about how Zipline is making huge strides in the industry! 

When you join the Zipline family, you get more than just amazing software. You get the industry’s best service and support. Join countless top-tier retailers who are powered by Zipline, today.