At Red Hat, making sure we understand and respond to our customers’ and partners' needs is our top priority. The Red Hat Customer & Partner Experience (CPX) Team, which sits in Red Hat’s Customer Success Marketing organization, collects feedback throughout the user’s journey to help us improve the experience our users have with Red Hat’s products, services and people. One of our key performance indicators is the Net Promoter Score (NPS), which measures experience and loyalty.
We are excited to announce that Red Hat’s corporate customer NPS hit an all time Red Hat record high in Q1. Our score of 41 meets the B2B tech industry benchmark and represents a more than 7-point year-over-year increase. This puts Red Hat squarely in the “Great” category for NPS, and highlights Red Hat’s emphasis on driving customer success through focusing on our customers’ business objectives and outcomes.
“This NPS milestone reflects Red Hat’s relentless efforts to help our customers succeed from the moment they first engage with us,” said Leigh Day, Red Hat Senior Vice President and Chief Marketing Officer. “I’m extremely proud of how we’ve aligned on this mission across the enterprise, and that it’s translated into a positive experience for Red Hat, our customers, and partners.”
The feedback we gather from this survey is primarily quantitative, providing a score that gives a quick glimpse into whether or not our customers are satisfied with their experience with us. The survey also collects verbatim answers that give us qualitative data to analyze and model. This quarter, product, documentation and tech support were the top drivers of success with positive NPS increases quarter-over-quarter. Scores improved the most in EMEA and North America, and all customer account segments performed well, with the Telecommunications, Media & Entertainment (TME) segment being a top mover.
For more information about how Red Hat listens to and acts on customer feedback, check out our “You Asked, We Acted” page on the Customer Portal, and read our recently published “State of Customer Experience” three-part blog series [1,2,3]. Your feedback is critical in helping us focus our improvement efforts to make your experience with our people, products and services as positive and memorable as possible. If you have questions or feedback about your experience with Red Hat, please reach out to the Red Hat Customer Success Marketing, Customer & Partner Experience (CPX) team directly at firstname.lastname@example.org.
About the authors
Megan Jones leads the Customer & Partner Experience (CPX) organization at Red Hat. The mission of the team is to drive customer and partner success by collecting, analyzing and operationalizing feedback. She joined Red Hat in 2015 to build an analytics team in the Customer Experience and Engagement organization, and over the course of four years, she grew it to a global team of 24 data analysts, data scientists and engineers located across the US, EMEA and APAC. In 2020, she took over the Voice of Customer organization to lead the strategic vision of creating a world-class, "customer first" company culture, supported by insights and actions, connected across the customer lifecycle. In December 2021, she led the team's expansion to become the Customer & Partner Experience organization, now including Red Hat Partners in their mission.
Red Hat's Customer and Partner Experience team works to drive customer and partner success by collecting, analyzing and operationalizing feedback. The team works with all areas of Red Hat to drive enhancements based on the feedback we receive from users.