Widen Customer Satisfaction

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.

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.

• 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.

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