Widen Customer Satisfaction

Happy DAM happens at Widen

“Widen’s commitment to customer experience (CX) is unparalleled in the industry. I interact with a lot of CX teams from SaaS companies and nothing compares to Widen — it's a serious differentiator.”

- Jennifer Morimoto, Sr. Digital Marketing Manager, Torani

The secret behind our success: transparency and listening

With Widen, you have a voice. We’re privately owned and self-funded, so our customers and employees are the only stakeholders we need to keep happy.

Benchmarks and measurements

A key metric we watch is the Net Promoter Score (NPS). It measures CX and predicts business growth by comparing customers who are extremely likely to promote our service to those who are neutral or unhappy. We’re drawn to this metric because it forces us to focus on creating extremely satisfied customers, not neutral or apathetic ones.

Widen Net Promoter Scores 2014 to 2017

Net promoter scores, Widen versus other comapnies

Source: https://npsbenchmarks.com/ and http://indexnps.com/

There are other data points we look at from our annual customer satisfaction surveys. Here are a few from our last survey (2016):

80% strongly agree that they enjoy working with Widen
50% strongly agree that Widen is a visible vendor in the leadership ranks
93% strongly agree or agree that they are pleased with overall service

80% strongly agree or agree that they are pleased with overall product usability
90% strongly agree or agree that they are pleased with overall product advancement

You might be wondering what drives customer satisfaction. Our 2016 customer satisfaction driver analysis looked at 389 Widen Collective administrators. The number one driver was usability. Factors within usability included ease of use, intuitive interface, functionality, and search capability. Customer service was also a driver of satisfaction. Being proactive and competent were supporting themes.

“Widen’s team is always looking for the next best feature to add – whether with video, collaboration, or analytics. They are great people to work with and their product is representative of that.”

- Sean Davies, Marketing Technologist, Messer

Face-to-face time

Our 2016 survey showed how much user experience (UX) impacts customer satisfaction. After those results, we added more resources to UX research and design. We also launched a new initiative to learn more about our customers and how they work by visiting, observing, and interviewing them in their offices all over, includingDetroit; Cambridge, England; Dublin, Ireland; Geneva, Switzerland; New York City; and San Francisco.

In addition to visiting customers, we hosted live events to provide opportunities for customers and Widen employees to share stories, learn from each other, and solve problems.

Should customer satisfaction play into your vendor selection?

We’re biased, but we think it’s a strong indicator of how you’ll be treated after you’ve made your purchase. A DAM system isn’t a set-it-and-forget-it technology. It requires maintenance and enhancement to support your internal and external teams. A few ways to understand a vendor’s customer satisfaction:

Is the vendor’s sales team helpful and responsive or are they pressuring you to buy?
What customer support service is included with your DAM purchase?

Ask for their Net Promoter Score
Ask to talk with other customers in your industry