Say Hello to Our New Transparency Page
June 23, 2015 | David HenzelImagine this: 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
Transparency Makes Us Better NowSometimes 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. This is what we believe, as well as other notable companies like Spiceworks and Buffer. 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 PageWe 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.
Customer FeedbackWe’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."