Case Study: SingleHop achieves 50% retention increase and 42% NPS growth with CustomerGauge

Double-Digit Growth Built on Customer Satisfaction

SingleHop, founded in 2006, is a global provider of Hosted Private Clouds and Managed Hosting with customers in 120 countries and 10,000-plus physical servers under management. As it expanded beyond a single product category, SingleHop needed a consistent way to capture the Voice of Customer and connect Net Promoter® feedback to its NetSuite CRM data to improve loyalty and reduce churn.

SingleHop implemented the CustomerGauge Net Promoter® program (2011), launched its Service First customer service philosophy (2015), and integrated CustomerGauge with NetSuite in February 2017 to survey multiple contacts per account and streamline workflows. The combined strategy drove a 42% year-over-year NPS increase (Q3 2016), raised Net Promoter Score to 75 by February 2017, improved retention by 50% within two years, supported revenue growth from $28M to almost $50M, and helped earn the Stevie Award for Customer Service Department of the Year.

SingleHop

TJ Waldorf

VP of Inside Sales & Marketing