Zipline Achieves Record-Breaking Customer Satisfaction Scores in 2023 Survey

🫶 Roses are red, violets are blue, retailers love Zipline, and we love them too!

February 13, 2024

💘 Happy Valentine’s Day! There’s a little extra love in the air today 🥰

We’re thrilled to announce the outstanding results from our 2023 Annual Customer Satisfaction survey. Each year, we eagerly await feedback from our valued customers who rely on Zipline to streamline store communication, align their fleet, and drive store execution. And year after year, the verdict is clear: we’re not just meeting expectations; we’re setting new standards.

So let’s dive right in, shall we? In 2023, our Customer Satisfaction scores didn’t just surpass industry benchmarks; they soared past even our own high bar. It’s a testament to the unwavering dedication of our team and the unparalleled value we bring to our customers. 

A Record-Setting Year

In 2023, we achieved record-setting scores for both Customer Satisfaction (CSAT) and Net Promoter Score (NPS), showcasing the unparalleled value and dedication we bring to our customers.

We asked our customers a series of questions about Zipline products, service, benefits, and overall satisfaction in order to determine their level of happiness with our platform. 

Here’s how we scored: 

🏆 CSAT: This year’s CSAT score is 4.9 out of 5, our highest CSAT rating to date. (This year’s score surpasses our previous record of 4.83!)

🏆NPS: With a staggering NPS of 90 on a scale of -100 to +100, Zipline’s commitment to customer satisfaction is almost unheard of across any industry.

For reference, Gartner states that the average NPS for software companies is 28, making our NPS of 90 that much more impressive.

These scores not only demonstrate our customers’ overwhelming satisfaction with Zipline but also reflect our ongoing efforts to exceed expectations and deliver exceptional service.

Continuous Improvement

In addition to our record-breaking overall scores, let’s take a moment to highlight some of the specific areas where we’re excelling and evolving based on this feedback:

🏆 Continued Growth in CSAT and NPS: We’re thrilled to see year-over-year increases in both Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Our CSAT jumped to an impressive 4.90, up from 4.83 in 2022, while our NPS soared to 90, compared to 78 last year!

👥 People and Relationships: Zipline’s value is deeply rooted in our team’s dedication and the relationships we foster with our customers. From Customer Support to Account Management, our commitment to your success shines through, earning high praise in our customers’ feedback.

🛠️ Product Enhancements: We listen closely to the input of our users and invest in key areas of our product. Our Messages and Tasks feature continues to excel, facilitating seamless communication between HQ and store teams. Meanwhile, the popularity of Assessments and Surveys is on the rise, with CSAT scores reflecting the positive impact of recent enhancements since 2022.

💼 Enabling Business Success: Our users’ comments reflect our mission to empower brands to achieve more. Zipline continues to be praised for its ability to swiftly align HQ and store teams, with an overwhelming majority of respondents agreeing that we enhance responsiveness and ensure consistent store execution.

📚 Top-Rated Add-Ons: For another year running, our Resource Library add-on has received top marks. With recent enhancements like Cloud Documents and customizable content orders, we’re committed to providing the tools that store teams need for seamless operational execution.

This feedback is invaluable, driving our commitment to excellence and fueling our ongoing efforts to deliver even greater value to your business. Thank you for partnering with us on this journey of success and continuous improvement!

Endless Touchpoints 

At Zipline, we’re dedicated to staying connected with our users in various ways to ensure we understand their needs and experiences.

💓 The Pink Bubble 💓

We prioritize real-time connections with our users through live chat, affectionately known as “The Pink Bubble.” This instant communication allows us to address issues promptly …and that includes the ample use of emojis and GIFs 😎

💬 Personalized Support from Account Managers 💬

Our dedicated Account Managers engage in ongoing dialogue with customers, deeply understanding their businesses and forging lasting partnerships from the very beginning.

🏕️ Community Connection at Zipline Gatherings 🏕️

Zipline’s customer events provide invaluable opportunities for our community to come together, share insights, and spark innovation. Whether it’s our annual Zipline Summer Camp or other regional gatherings, these events serve as hubs for exchanging ideas, stories, and industry knowledge.

🔄 Feedback Integration in Product Development 🔄

We actively seek and integrate user feedback into our product development process, ensuring our roadmap aligns with user needs.

📊 Continuous Improvement with Customer Surveys 📊

Feedback is at the heart of everything we do. That’s why we conduct regular happiness surveys at every stage of the implementation journey and beyond. Born from the retail industry, we understand the power of a well-timed survey to capture insights and drive meaningful improvements.

What’s Next?

Building on the insights gathered from the survey, we’re already taking proactive steps to address customer feedback and enhance the Zipline experience. From refining product features to improving communication channels, we’re dedicated to driving even greater customer satisfaction in the years to come.

Here are just a taste of the recent features we’ve rolled out, showcasing our dedication to evolving and meeting the ever-changing needs of our valued users:

Introducing Zippy: Your New AI Sidekick

If you haven’t already, meet Zippy, our cutting-edge AI companion crafted to transform the way frontline retail teams operate. Zippy offers instant, tailored responses on everything from policies to promotions, revolutionizing how teams access crucial information based on their roles and locations.

Empowering Frontline Retail Teams with Zipline Learning

We also recently announced the launch of our latest innovation: Zipline Learning. This new module is designed to equip frontline retail employees with the tools and knowledge they need to excel in their roles. 

These new features represent just a glimpse of our ongoing commitment to innovation and customer satisfaction. At Zipline, our customers are at the heart of everything we do, and we’re grateful for their continued partnership and feedback.

At Zipline, our team is as diverse as it is distributed across the globe, yet we’re united by a shared passion: retail. Every day, we’re committed to enhancing the lives of millions of retail employees by simplifying their daily tasks.

Our customers are the heartbeat of our company, and we’re immensely grateful for their ongoing partnership and feedback. Together, we’ll continue to innovate, collaborate, and elevate the retail experience to new heights.

A heartfelt thank you to everyone who participated in the 2023 Customer Satisfaction Survey. Here’s to another year filled with success and customer happiness! 🥂

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.

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