The Data is In: The 2019 Snowflake Customer Experience Report

We are pleased to share the findings of our latest Customer Experience Report, produced in partnership with Walker and Qualtrics. This is the second year we have fielded the study, and we welcome the chance to check in with our customers and receive their unvarnished feedback. 

Overall, we are glad to hear that the vast majority of our customers are happy with their Snowflake experience, including our products, educational services, and support teams. Still, we know there is always room to improve, and we will continue to work hard to do so.

One key metric in the report is the Net Promoter Score. As Qualtrics explains, the Net Promoter Score is “the gold standard metric” for customer experience: “First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers. It measures customer perception based on one simple question: How likely is it that you would recommend [Organization X/Product Y/Service Z] to a friend or colleague?”  

Our customers have awarded us a net promoter score (NPS) of 74—3.5X higher than the industry average for B2B technology providers. Snowflake’s NPS of 74 means that three-quarters of our customers rated Snowflake a 9 or 10 on a 10-point scale of how likely they are to recommend us. 

This is humbling news, but we are a culture of excellence and know there is more work to be done. The data-driven insights we gain from mapping and analyzing our customer experience—and truly listening to the feedback we receive—directly inform how we strive to improve our business, and yours.

In last year’s study, for example, we learned that customers sought better support documentation across more channels. Accordingly, we worked hard over the past 12 months to make those improvements, investing in Snowflake Community, offering more content and courses in our Snowflake University, and ensuring our documentation and Help Desk are more complete and responsive. We’re already seeing the positive impact of these changes: Customers say they are using these resources more often, and finding them more effective. 

This year, we have identified two key areas of focus for continued customer experience improvement: 

• Renewal process: While 79% of customers say their renewal experience is positive, we want all our customers to find this a seamless process. We remain committed to digging deeper into and addressing areas that need improvement.
• Support: We will continue to invest in ensuring our teams are highly responsive to your requests for help, and that all members of our support staff have the same best-in-class level of expertise and knowledge to help resolve issues quickly. 

We invite you to download a summary of the Snowflake Customer Experience report here and welcome your feedback and comments. 

Thank you again for your continued support and partnership, and for taking the time to provide us with your valuable feedback.