Latest Net Promoter® Score Results
Today, I’m going to take a look at the latest Micro Focus Net Promoter® Score (NPS) Competitive Benchmark Results.
(a) NPS Results
We run our competitive benchmark program quarterly using rolling data. In the latest dataset, which I highlight is double-blind and contains a very large sample size of over 15,000 respondents, Micro Focus is ranked 15th for loyalty in the entire software industry (out of 58 competitors) and the average competitor is ranked 18th. The NPS difference between us and the average competitor gives what I call the relative NPS or rNPS. If we are to conduct any trend comparisons it’s this number that we would use as an NPS on its own does not provide enough significance.
Therefore, in the latest dataset Micro Focus has an NPS of 40 and the average competitor has 38. This means the latest Micro Focus rNPS is +2, which is a fantastic win for Micro Focus since going back to FY18’RQ4 we were ranked 28th (out of 48 competitors), the average competitor was ranked 25th, and our rNPS was -3. From that date to present there have been six more quarterly benchmark releases and in all five Micro Focus has a positive rNPS. This is a testament to our customer centric approach.
(b) Touchpoint Results
The key for us is to now determine how we turn these insights into business results to drive high performance. For this, we need to turn to the TouchPoint Analysis that is conducted as part of the survey.
If we look back over the past several quarters, every single touchpoint interaction with our customers has increased to be better than the average competitor since FY18’RQ4. Statistically, Micro Focus is better in Account Management, Design and the ability to Install and Implement software. The Quality of our software and services is better, as is both our Web and Sales Experience. These results highlight our customer-centric innovation, the dedication to our customers and partners, and the simple fact that we listen and action feedback. We now need to continue to improve and pay particular attention to those areas where our customers and partners feel we need to do more.
(c) Focus Area Results
Another point worth mentioning is that Micro Focus aligns around Four Key Areas that we feel are critical to Digital Transformation. These are namely Hybrid IT Management (allowing agility), Enterprise DevOps (allowing the building of better software faster), Security, Risk & Governance (allows you to secure what matters most), and Predictive Analytics (allows you to analyse in time to act). The Competitive Benchmark also gathers data on these areas.
(1) In Hybrid IT Management, Micro Focus is ranked 9th in the industry out of 36 competitors (rNPS +5)
(2) In Enterprise DevOps we are ranked 16th out of 41 competitors (rNPS +2)
(3) In Security, Risk & Governance we are ranked 17th out of 52 competitors (rNPS +1), and
(4) In Predictive Analytics we are ranked 8th out of 10 competitors (rNPS -2).
If our improvements since FY18 have shown anything, it’s that how much we do listen to, and most importantly action on, our customer feedback. As ever, we still have more to do, but I am looking forward to us becoming 1st for loyalty leveraging our revolutionary Customer Experience Continual Improvement methodology. Find me on Twitter if you want to talk more…..