Say Hello to Our New Transparency Page
June 23, 2015 | David Henzel
Your business is on trial and you as the company’s representative and dedicated employee are being questioned. Your business is innocent of what it’s on trial for, but that doesn’t matter right now. The time has come for total transparency.
You’re on the stand and you can’t lie. The questions come:
- Question one deals with how you treat your customers
- Question two deals with the soundness of your company
- And question three, asked by the seasoned lawyer, is designed to uncover what you’ve kept secret but shouldn’t have
Now your business may never be on trial, but one day it will be questioned. People will find out about who you really are and what you really stand for. What would the truth be? Something everyone already knew, or something that no one knew about but should have? At MaxCDN, we aim for it to be the former.
Transparency Makes Us Better Now
Sometimes the truth isn’t pretty. But when it’s accepted and made transparent, it makes your company better. It forces you to adapt, think on fly, and ultimately make the changes that will prepare you for long-term growth.
While we are not yet nearly as transparent as Buffer that shares employee salaries, a revenue dashboard, and equity formula, we have started our efforts in transparency with what we believe is most important as a content delivery network.
The New Transparency Page
We have always had a high degree of transparency as a CDN with our status page, but we wanted to take it to the next level. That next level takes the form of our new transparency page that exists to keep us accountable, and keep you informed.
We’ve always valued our level of support, what we now refer to as the MaxCDN Speed Team. Whether you’re talking to one of our support engineers via live chat, going over CDN solutions with our sales team, or ironing out issues with another department, we’re always here to make you faster.
One way we can tell if we’re doing our job right is by using Net Promoter Score (NPS). After a customer concludes a live chat with someone on our support team, we ask them to rate us on a scale of 1-10 and offer comments. We used to keep this private, but now it’s public, pushing us to be better anytime we receive a score lower than 10.
To give you an idea of what a good NPS is, Apple has a best-in-industry score of around 70.
In February 2015, Dan Rayburn, EVP of Streaming Media, covered MaxCDN’s level of support and NPS, saying:
“MaxCDN has a transactional Net Promoter Score (NPS) of 80-90+. I mention them because I have yet to see another CDN publicly rank their customer satisfaction scores. Given that there is not yet an established industry average NPS in the CDN space, MaxCDN is leading the charge in developing this crucial metric to help customers find the right CDN provider.”
Latency indicates how fast our network is responding to requests worldwide. On our transparency page, you can see how we are performing in each continent, as well as in specific countries and cities.
This complements our status page to hold us accountable and push us to make our network even faster.
Transparency as a Core Value
In all social and business contexts, transparency implies accountability, which is directly associated with the fourth of our six core values: Own It. These two words mean we build trust through total accountability.
Our new transparency page marks the start of us showing you what you deserve to know about MaxCDN as a customer or prospect. It also marks the start of us being even more accountable of our decisions and actions.
Moving forward, we will continue to explore ways to be more transparent, so if you have any suggestions, please let us know in the comment section below.