One of our greatest joys is reviewing our Customer Satisfaction surveys and seeing 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. 

The Customer Happiness Survey- what is it?

The Customer Happiness Survey is an annual survey we send to our accounts’ main contacts. 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). 

What metrics does Zipline use to measure happiness?

We’re 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.

Zipline’s NPS:

Our greatest reward is how much our customers love using Zipline. Our last NPS survey revealed an NPS score of 78 on a scale of -100 to 100. That’s unheard of in SaaS.

🏆 What is a “good score?”

When it comes to NPS, 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. An average score for the Tech SaaS industry is approximately 35. 

That’s why our 2021 Net Promoter Score of 71 is extra meaningful.

For Customer happiness, we beat and exceeded our goal of 4 out of 5! 4.68 is our 2021 rating.

This is especially impressive when you consider: 

We are growing 🪴– The variety of brands we support has grown and our product has grown and expanded. We’ve expanded our customer base to new verticals such as grocery, convenience stores, pharmacy, automotive, etc. which includes companies both large and small!

The environment has changed 🔀 – In 2020, Covid arrived. March 2022 marks the two-year anniversary of Covid-mandated closures. As we all know, retail took a hit – countless stores closed their doors temporarily, retailers furloughed and laid off employees – many of who were trained and using Zipline every day. This means off-boarding, hiring, retraining, and onboarding new employees to Zipline. Many of our day-to-day stakeholders have changed and we’re working with and supporting entirely new teams. 

We’ve set expectations 📊- We’ve been around for a while now (since 2014!). Our customers continue to expect the level of guidance and support we’ve given them to meet their needs as we evolve through our partnership.

Zipline is dedicated to supporting you and your stores with service beyond the software. Learn more about how we support countless retailers with our top-notch support teams today.  

How does Zipline use CSAT 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.

We rely on strong customer relationships, built through support, for field buy-in and product feedback. Our engagement with customers gives us a good pulse on how our product is working and how receptive users are to new features and updates we launch. This year, we’re one step ahead – we’ve already factored in what we’ve heard from our customers into the Product Roadmap. 

What are other ways that Zipline tracks feedback?

💕 The Pink Bubble 💕
Unlike other services that use a ticketing system, we recognize that when our customers need help, they need it NOW.  So we communicate with our users in real-time, using chat. Connecting with our users is essential through Customer Support (affectionately referred to as “The Pink Bubble”). 

This gives us the ability to troubleshoot issues quickly. And, since we’re all Zipliners, we love to spread the love… and that includes liberal use of emojis and GIFs 😎

Dedicated Account Managers 💬

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.

Do you enjoy camping? 🏕

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 2022… Get ready to make s’mores!

Feedback collected through Zipline! 🔁

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. 😉

Powered by Zipline? You’re in good company. 

Retailers that are powered by Zipline are in good company. We’ve built a solution that meets the needs of our users, solving customer pain points in terms of features, ease of use, and access to support… but don’t just take our word for it! 

See what our customers have to say!

One thing that remains constant through the years we’ve been surveying our customers is the testament to how much they absolutely LOVE the Zipline experience and the people that make it happen – the Zipline Team 💗.

What’s more, our recipe for success has a little extra special sauce… our foundation of deep retail experience. 

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.