What sets Widen apart from everyone else is how we take care of our customers. The technology has changed since our beginnings as a print engraver in 1948, but our focus is still the same — you.
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.
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.
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.
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: