CST: 26/06/2016 12:15:16   

Satmetrix Announces Results of Its Recent Net Promoter(R) Score (NPS(R)) Audit of Leading Solid-State Array Vendor, Pure Storage

163 Days ago

Pure Storage Achieved a Net Promoter Score of 79, Placing It in the Uppermost Ranks of B2B Companies Tracked by Satmetrix in Its Annual B2B NPS Benchmark

REDWOOD CITY, CA --(Marketwired - January 15, 2016) - Satmetrix®, the leading global provider of cloud-based solutions for managing and improving customer experience, today announced the results of its recent Net Promoter Score Audit of Pure Storage, the market's leading independent solid-state array vendor. According to the audit, which examined data and processes from Oct. 2014 to Oct. 2015, Pure Storage received a Net Promoter Score of 79 for that time frame, placing it among the uppermost ranks of B2B companies tracked by Satmetrix in its annual B2B NPS Benchmark.

The Satmetrix NPS Audit process involves reviewing the company's data collection strategy against several criteria to ensure that it is trustworthy. These criteria include:

  • When the NPS data is collected via surveys;
  • Validation that the respondents represent the customer segments relevant to that organization, and includes decision-makers who oversee purchasing the products and services offered;
  • Validation that the survey response rates are in line with Satmetrix benchmarks and represent the customers that matter;
  • Confirmation that the channel in which the data was collected is comparable to the published benchmarks;
  • That the "Recommend" question and 0-10 scale have been presented according to the proper Net Promoter methodology; and
  • That the organization has protected its score from gaming or manipulation.

This process confirms that a company's Net Promoter Score is truly reflective of customer loyalty and is more likely to demonstrate direct financial linkage for future performance. 

The Net Promoter Score (NPS) is the most widely adopted measure of customer loyalty in the world. Co-created by Satmetrix and Fred Reichheld of Bain & Company, NPS has become the standard measure of customer experience performance among Fortune 500 companies due to its long-term proven linkage to financial performance.

"Pure Storage achieved an audited Net Promoter Score of 79, meaning that the score, sampling methodologies and data collection methods met or exceeded Satmetrix's established quality standards for the NPS methodology," said Richard Owen, CEO of Satmetrix. "According to the most recent Satmetrix B2B NPS Benchmark Report, the average NPS for B2B companies was 25 in 2015, so a score of 79 clearly establishes Pure Storage as one of the world's leading technology companies in terms of customer loyalty."

Satmetrix has the world's largest database of Net Promoter customer experience data with over 10 years of data across multiple companies and industries. The 2015 Satmetrix B2B benchmarks were drawn from the responses of 484,412 individuals in 45 countries, rating 97 companies, during calendar year 2014.

About Satmetrix
Satmetrix is the leading global provider of cloud-based solutions for managing and improving overall customer experience. As co-creator of the Net Promoter® methodology, Satmetrix combines unrivalled NPS expertise with a powerful, yet cost-effective SaaS-based software solution to provide continuous, actionable, 360-degree customer insights. Leading organizations of all sizes and across multiple industries use Satmetrix solutions to drive customer retention, improve customer affinity and maximize positive word-of-mouth to deliver overall improvements in customer lifetime value. With more than 1,000 deployments in 40+ languages, Satmetrix provides a holistic view of the customer experience and the necessary expertise to help accelerate customer experience program success. For more information, visit www.Satmetrix.com.

NPS®, Net Promoter® and Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

Media Contact:
Josh Danson
Satmetrix
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415.378.8605