Feedback Survey on 300 ExaGrid Customers

ExaGrid Systems, Inc. published the results of a customer feedback survey that produced Net Promoter Scores (NPS) for its products, customer support and backup and restore performance.

Almost half of customers (48 percent) selected the ExaGrid product as the reason for their score and produced a NPS of +74 – nearly the same level produced by Apple in consumer Net Promoter benchmarks.

The research was conducted in March 2011 on ExaGrid’s behalf by Onva Consulting, a Net Promoter Loyalty Partner, using Net Promoter as a key metric.

It secured responses from nearly 300 ExaGrid customers
from across the world, and uncovered the following:

• Shorter backup windows: The average ExaGrid customer has shortened their backup time by at least 50 percent versus the previous backup technology, and one in five has shortened their backup time by more than 75 percent versus their previous approach. ExaGrid’s backup performance produced NPS +72.
• Faster restore times: The average ExaGrid customer reduced restore time by 66 percent versus the previous backup technology. In fact, half of respondents reported ‘restores’ being over 75 percent faster and a quarter over 90 percent faster. A separate survey to assess actual restore times found 96 percent of ExaGrid customers recover files in under 30 minutes, 88 percent in under 15 minutes, and 55 percent in under 5 minutes.
• Less time spent managing backups: The typical ExaGrid customer reduced the amount of time spent managing backups by 37 percent, or an average savings of approximately six hours per week. 43 percent of customers improved IT productivity by greater than six hours per week, and 16 percent saved greater than 10 hours per week in managing and administering backups.
• Customer Support: Approximately ¾ of customers expect and receive the highest possible levels of customer support. Customers were asked to rank the customer support received on a scale of one to four, with four being the highest level of support, and 73 percent selected a score of 4. ExaGrid’s support produced a NPS of +63.
• Backup Environment Changes: Among the factors most likely to impact backup environments in 2011, 41 percent cited data growth as a key factor. Virtualization and offsite disaster recovery were also seen as significant factors.

"Our customers’ enthusiasm for ExaGrid was already established from our more than 250 published customer success stories and video testimonials, but even we were surprised by the Net Promoter Scores we received for our products and customer support – levels more typically associated with consumer products like the Apple iPad," said Bill Hobbib, Vice President of Marketing at ExaGrid Systems. "The backup and restore performance gains identified by this research, made possible by our post-process deduplication, show that ExaGrid is well positioned to help organizations rise to future data growth challenges. At a time when most IT professionals are asked to do more with less, we were pleased to see the results of how using ExaGrid helps improve IT productivity, allowing IT staff to save valuable time that could be focused on more strategic IT initiatives."
 
"We are not surprised ExaGrid has received world class scores for both its technology and its service and support," said Bryce White, director of information systems at Strategic Hotels & Resorts. "It is this combined package that has made such a difference to our business."
 
Crispin Manners, CEO of Onva Consulting said: "In our experience it is incredibly rare for a B2B technology company to create such high levels of advocacy. This kind of enthusiasm is normally only seen in consumer products like the Apple iPad. It’s clear proof of why ExaGrid has grown so strongly throughout the recession."