Case Study: NetApp achieves greater customer satisfaction with Khoros

NetApp Achieves Greater Customer Satisfaction with Khoros

NetApp, a leader in enterprise storage and data management, faced an aging customer community plagued by technical issues, pervasive spam, cumbersome upgrades, and limited governance that kept it from being truly customer-focused. To regain flexibility, better measurement, and a more engaging experience, NetApp chose a Khoros-powered community to replace their previous platform.

Khoros implemented a redesigned community with seamless bi-monthly upgrades, improved site search, social sharing, mobile and browser support, and stronger moderation and analytics. NetApp consolidated 1,000+ blog posts, streamlined discussion boards, introduced a custom engagement/satisfaction index and annual surveys, and saw measurable impact: more than 37,000 new users, roughly a 25% increase in accepted solutions, a 13.5% lift in community customer satisfaction, and an 82% average monthly response rate.

NetApp

Terri Peluso

Community Program Manager