Sellforte Customer Happiness Survey 2024 received an NPS of 61

Like every year, we are eager to find out the opinions of our customers, and 2024 was no different. Therefore, we kept our commitment to gathering insightful feedback and we are proud to present the results of this year’s Net Promoter Score (NPS) survey.

Sellforte is deeply committed to providing real benefits to our clients, which is why customers choose and remain loyal to us. This dedication is driven by every team member, whom we proudly call Sellforteans. Their hard work and commitment are integral to our success, and we extend our heartfelt thanks to each of them for their dedication.

We are proud to say that our NPS results highlight our top-notch customer service, especially compared to the industry average. While the typical NPS for a SaaS company is around 30, Sellforte has consistently surpassed this, achieving an impressive 56 in 2022 and rising to 59 in 2023. We are excited to share that this year our NPS has climbed even higher to an outstanding 61 in 2024. We would like to believe that this steady increase in our NPS score shows our consistency but also demonstrates our continuous effort and improvement in serving our customers.

While the product and its benefits are highly important, many have highlighted the team's exceptional service as the primary reason for the high score. To give you a better understanding, we will share a few examples of anonymous feedback from our clients:

What is NPS?

Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It helps businesses understand how customers feel about their products or services and predicts customer behavior such as repeat purchases or recommendations to others.

The NPS also uses a scale of 0 to 10 to determine the customer satisfaction. For example, one could pose the questions “On a scale of 0 to 10, how likely are you to recommend our product or service to a friend or colleague?” Based on their responses, customers are categorized into three groups:

• Promoters (scores 9-10): Highly satisfied customers who are enthusiastic about recommending the company.
• Passives (scores 7-8): Satisfied but not overly enthusiastic customers who might be swayed by competitors.
• Detractors (scores 0-6): Unhappy customers who are unlikely to recommend the company and may even discourage others from using its products or services.

To calculate the NPS, subtract the percentage of Detractors from the percentage of Promoters. The result can range from -100 to +100, with higher scores indicating greater customer satisfaction and loyalty.

For example, if 50% of respondents are Promoters, 20% are Passives, and 30% are Detractors, the NPS would be 20 (50% Promoters - 30% Detractors).

It is important to measure the NPS because it helps us identify areas for improvement and maintain strong customer relationships, which it turn makes sure that we meet the evolving needs and preferences of our customers.

Survey participation and set up

The feedback we collected gives us a clear view of our diverse customers and their specific needs across various sectors. We surveyed participants from different industries such as fashion retail, telecommunications, grocery retail, gaming, and more. This helped us understand various market dynamics.

Moreover, the survey respondents come from a variety of job roles, bringing in different expertise and perspectives. Participants held positions in fields like analytics, general management, marketing, and more. To show this diversity, we have included a pie chart below that highlights the proportion of survey participants from each industry and job field.

It's worth noting that most of our survey participants were in analytics/customer insights and marketing roles. This aligns perfectly with our Marketing Mix Modeling (MMM) product, and it shows that we're effectively reaching and resonating with our target audience.

The survey was divided into five sections, listed below, and participants rated their answers on a scale from 0 to 10:

Survey results (Section I)

In the first section we focused on standard NPS questions just like in the previous years. We have seen a steady increase in our NPS over the past three years since we began tracking it. This year, we have achieved a score of 61, with the highest number of promoters coming from our target industries: Fashion Retail, Telecommunications, and Grocery Retail. The positive feedback from these industries not only validates our efforts but also motivates us to maintain our high standards of service and innovation.

Survey results (Section II)

In the second part of our survey, we looked at how user-friendly our product is and how well it meets our customers' needs. The overall scores stayed the same as last year, but we saw a small drop in the “Ease of Use” category. This is due to the big improvements we've made in the past six months, especially to our media optimizer. The media optimizer is a powerful tool, but it is more technical, so it needs more training. As a result, we are actively working on providing additional training and guidance materials to help our clients fully understand and utilize all the features of the Sellforte solution.

Despite the slight dip in scores, we are proud of the improvements we have made to the media optimizer. Enhancing this feature has been a long-standing goal for us, and we believe it was a crucial feature that helps us remain at the forefront of the MMM industry.

Survey results (Section III)

In the third section of our survey, we gathered feedback on the collaboration between our customers and the Sellforte customer success team. We are thrilled to report that this section received some of our highest scores, with nearly perfect ratings across all industries included in our survey. This feedback highlights the exceptional work of our customer success team and their dedication to supporting our clients effectively.

Survey results (Section IV)

The fourth section addressed the value that Sellforte provides to our customers. We are pleased to report that the score in this area has increased compared to last year. We provided five statements for our clients to select as many as were relevant to them. The top three most selected benefits were:

• Gaining a clear understanding of how marketing drives sales, distinguishing between base and incremental sales (76% of the respondents).
• Assessing the ROI of various marketing activities and campaigns at a granular level (76% of the respondents).
• Making better marketing decisions, including planning marketing activities and allocating budgets effectively (87% of the respondents)

There is a noticeable shift in the most significant benefit Sellforte provides to our customers. Previously, the primary value was in gaining a retrospective understanding of their marketing efforts. Now, it has evolved towards helping them make better marketing decisions. This aligns perfectly with the changes made to our media optimizer.

One key focus in this section is the feedback. We wanted feedback on how to improve our solution, and most of our clients indicated that working on our interface would be a significant benefit. We're happy to know that the functionality of our product is generally well-received. However, moving forward, we are committed to making our interface more intuitive and easier to use for a better user experience.

Survey results (Section V)

In the fifth section we wanted to hear open feedback from our clients, therefore, it is not possible to quantify it towards our NPS, however, we believe it is valuable to have the option for open communication.

Here are a few of the comments we received:

Summary & Conclusion

We are deeply honored to receive such a high NPS from our customers. This recognition reflects our commitment to delivering exceptional value and service. We take pride in the positive feedback and are motivated to continue improving. One of our key focus areas moving forward will be enhancing the user interface of our solution. We will do our best to make it more intuitive and easier to use.

Additionally, we will prioritize providing comprehensive training materials for our media optimizer to make sure that our clients can fully utilize this tool. We are also thrilled that our clients appreciate the collaboration with our team. We remain dedicated to maintaining and enhancing the quality of our services, striving to exceed expectations and foster strong, long-lasting partnerships.

Lastly, we would like to thank the participants who provided us with invaluable feedback. A special thank to all the Sellforteans and to our Customer Success Managers team for their outstanding efforts of for their unwavering support and commitment to our clients. Your collective contributions are what make our success possible.

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