Net Promoter Score (NPS®) of 70 Places Codero Above Larger Competitors
March 3rd, 2015
Success results from superior customer service, excellent user experience & right products
AUSTIN, TEXAS, March 3, 2015 — The leading provider of on-demand hybrid cloud hosting services, Codero Hosting announced today that its Net Promoter Score (NPS®) reached an all-time high of 70 at the end of Q4 2014, capping another excellent year for the company. The steadily increasing score is a result of Codero's ongoing commitment to superior customer service and innovation while significantly expanding its customer base. Regular surveys also indicated that Codero customers have doubled their footprint with Codero every year they were with the company, growing alongside Codero.
Codero's 70 NPS is one of the highest of the hosting industry where the average NPS is in the single digits – comparable to the scores of Amazon and Apple and well above the average NPS for businesses in general. For many organizations that rely on hosting for their business-critical applications, access to expertise is of the upmost importance. Codero prides itself on providing superior service and hosting solutions that best fit customers' business goals and needs, an approach that has been realized with Codero's 24x7x365 US-based, in-house support team and innovation generated by customer input.
"I've been hosting my event site-building SaaS platform with Codero for more than five years and have been extremely impressed with the service," said Dan Marrs, Owner, The Dan Marrs Group, LLC. "Uptime is critical for the events we serve, and Codero's Proactive Managed Hosting team proactively keeps me informed of any issues we ‘may' encounter, allowing me to focus on delivering service to my clients."
"Our top priority is providing exceptional hosting services to our customers and that includes focusing on the customer experience in every interaction – from technical support, to our control panel, to reliable and innovative products," said Emil Sayegh, CEO and President of Codero Hosting. "Our NPS discipline is now firmly part of the Codero culture. When our customers speak, we listen and put that valuable feedback to work quickly."
NPS surveys ask the simple question: "How likely are you to recommend the company to someone you know?" Customers answer on a scale of 0 to 10, with 0 being "not at all likely" and 10 being "extremely likely." The resulting score ranges from negative 100 to positive 100 and is calculated by subtracting the percentage of detractors (scores of 0-6) from the percentage of promoters (9-10). NPS proactively measures the loyalty of a company's customers over time, while customer satisfaction surveys are typically sent after a customer service interaction to reactively measure whether a specific interaction was good or bad.
Critiques from customer surveys will be addressed as Codero takes the invaluable feedback and uses it to further innovate and improve its services. For example, the survey included criticism for Codero's lack of international presence and support for certain applications; Codero is currently expanding with data centers planned for the 2nd half of 2015 and continuously enhances and expands its scope of support.
Positive customer feedback highlighted the following Codero features:
- Great customer service
- Great products
- High reliability and uptime
- Easy to use
- Great quality
- Fast and automated deployment
For more information about Codero high performance hosting solutions, visit http://www.codero.com/.
About Codero Hosting
Codero Hosting delivers world-class on-demand dedicated, managed, cloud and hybrid hosting infrastructure and solutions. The company’s seasoned, highly technical team and its innovative, industry-leading technology and automation platform combine to deliver unparalleled customer service, enabling web-dependent companies of all sizes to confidently outsource hosting needs. Codero has data centers in Dallas-Fort Worth, Phoenix, and Ashburn, Virginia with plans for expansion in Europe. All services and products are backed by SSAE 16 (previously known SAS 70 Type II) secure data centers, live U.S.-based 24/7/365 support, and a seasoned staff. Codero offers the hosting industry’s only customer loyalty rewards program as well as valued affiliate, channel, and reseller programs. The company is majority-owned by NYC-based growth equity firm Catalyst Investors. For more information about Codero Hosting visit www.codero.com or connect with Codero on Twitter and Facebook.