At Snowflake, our number one company value is “put customers first. We only succeed when our customers do. And how we help enable their success depends on how well we serve them as a technology provider.
To understand if our efforts meet their needs, we conduct an annual Customer Experience Relational Survey. As we’ve done each year, we are pleased to share the findings of this year’s survey, conducted in May 2020 and produced in partnership with Walker. This comprehensive survey assesses our customers’ experience with Snowflake across every touchpoint. Most importantly, it helps us identify areas where we can improve. We surveyed more than 3,000 of our customers in more than 50 countries.
As stated in the Qualtrics XM Institute 2018 B2B Benchmark Survey, we received a Net Promoter Score (NPS). This year’s NPS of 71 is almost 3.5 times higher than the industry average of 21 for B2B technology providers. An NPS is a score that measures customer experience and loyalty towards a brand. It‘s calculated by asking Snowflake customers, on a scale from 1 to 10, how likely they are to recommend Snowflake to a friend or colleague. The percentage of detractors who gave scores from 0 to 6 was subtracted from the percentage of promoters who gave scores of 9 and 10. A score of 71 means the number of promoters far exceeded the number of detractors.
Customers were also asked to give feedback on how well Snowflake delivers on its key values and brand promises. Here’s how they responded:
- 88% of respondents agree Snowflake helps them accomplish business objectives
- 95% say Snowflake has high up-time/availability
- 91% say Snowflake is easy to do business with
- 80% believe Snowflake prioritizes customer needs
- 84% say Snowflake follows through on commitments
- 80% think Snowflake offers an affordable cost structure
Finally, customers were asked to assess their experience with Snowflake at each step of the customer journey. Results show that a large majority of customers were pleased with the entire end-to-end experience: building a proof of concept, transitioning from sales and implementation to integrating new apps and data sources, and completing the renewal process.
Since our number one company value has always been to focus on being customer-centric, all of us at Snowflake know we have a tremendous responsibility to use our customers’ valuable feedback to advance our cloud data platform, and to improve how we engage and serve them.
This third annual study is part of a larger CX initiative within Snowflake, focused on continuously improving customer experiences at every touchpoint. Customer feedback is critical to our mission of mobilizing the world’s data. We thank the respondents for taking time out of their day to complete this survey.
To download a summary of the 2020 Snowflake Customer Experience Report, click here.