Widen Customer Satisfaction

Happy DAM happens at Widen

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Year after year, our customers are some of the most satisfied in the industry

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.
Jennifer Morimoto photo quote about customer commitment

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

 
 

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.
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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.

There are other data points we look at from our annual customer satisfaction surveys. Here are a few from our last survey (2018):

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

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

 
 
customer satisfaction target

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, including Detroit; 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