ExaGrid Achieves Net Promoter Score of +73

ExaGrid Systems, Inc. achieved a Net Promoter Score (NPS) of +73 in response to a recently conducted NPS survey.

The NPS customer metric measures how likely existing customers are to recommend a vendor’s product or service to a colleague. The resulting NPS score can be as low as -100 or as high as +100. Most of ExaGrid’s competitors have an NPS of between +10 and +20 versus ExaGrid at +73.

The firm attributes the satisfaction of its customers to its product architecture, the fact that the product ‘just works,’ and also to a unique support model:

• Each customer is assigned to a senior level two support tech.

• Customers consistently deal with the same support tech who virtually becomes an extension of the customer’s IT team; the tech knows the customer, their environment, history, etc.

• The support tech has in-depth expertise with their customers’ backup applications.

• Support techs are in-theatre: Americas, EMEA, APAC, etc.

• The company is highly proactive in all support and owns every issue end-to-end – no finger pointing.

• 90% of customers report their alerts/alarms to ExaGrid’s health reporting system.

• 99.1% of the customers are on yearly maintenance and support contracts.

• Support contracts include point and full version releases, failed hardware component replacement, installation, training, etc. – no hidden costs.

• Older models are supported at the same M&S rate – no obsolescence pricing.

• The firm doesn’t outsource; all support is provided by employees of ExaGrid.

The company’s differentiated product includes data deduplication with a landing zone and scale-out storage architecture, which provides:

• Fast backups,

• Fast restores, VM boots, and offsite tape copies,

• Fixed-length backup window that does not expand as data volumes increase,

• Elimination of forklift upgrades and product obsolescence,

• Class A customer support, and

• Price/performance as the firm is typically half the price of the big brand solutions.

The company’s published customer success stories and enterprise stories number over 370, more than all other vendors in the space combined. These stories demonstrate how satisfied customers are with the firm’s unique architectural approach, differentiated product, and unrivalled customer support. Customers consistently state that the product is best-in-class, and ‘it just works.’