How Aryaka Gained 81 Percent Better Customer Satisfaction Over Telco Giants
What makes a great company? As author Jerry Fritz claims, it can’t be a great product or lower prices. Those two can be easily duplicated. What makes the most acclaimed companies stand out from the crowd is the how they treat their customers.
Customer success is one of the best metrics for judging how a company is performing. Happy and satisfied customers are indicative of how trustworthy and valuable a company and its products are.
Customers – The Keystone for Success
In a recently published Satmetrix survey of Aryaka’s customers, Aryaka achieved a Net Promoter Score of 65, which is 81% higher than the telecommunications industry average of 12.1. The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as an indicative of the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.
Aryaka has managed to surpass some of the largest connectivity giants of the telecommunications industry and achieved a high score of 8.9/10 and above – meaning that Aryaka’s customers are active “promoters” of the services — for criteria spanning from “implementation and onboarding experience” and “ease of use” to “customer support.”
Aryaka’s Secret Recipe for Customer Delight
It goes without saying that Aryaka acknowledges that the value of customer service needs to be imbued in the very cultural fabric of the company. Customer satisfaction is the primary driver of everything we do at Aryaka. If our customers are happy, then that means that we’re delivering on our promise of fast performance and reliable connectivity. Here are the key ingredients for Aryaka’s customer success:
Customer First, Always: “The customer is king” is a message that drips down from the highest executives to the everyday ground operations at Aryaka. As an organization, we have always strived to move beyond the role of being a service provider to becoming a trusted partner to our customers.
Every Customer Issue is Priority: Unlike a lot of larger companies, we at Aryaka don’t believe in hierarchy within our support teams. There are no L1, L2, or L3 tiers of support within Aryaka. Our motive is simple; every customer’s problem is a priority, and we should tackle it as a team. We bring the best minds together on every problem, so that the customer can leverage the expertise of our entire support team.
The Right People Make the Right Companies: Any organization is only as good as the people who work in it. At Aryaka, we don’t just stress the hiring of the right people, but we also focus on their overall development and job satisfaction. We realize that investing in a world-class team is the only way we can create a world-class enterprise. These efforts are reflected in the lengths our teams will go to help a customer.
One-Stop Shop Solution: On a purely technical front, Aryaka has the advantage over traditional telcos as it is a one-shop stop for enterprise connectivity needs. Due to the lack of a global MPLS service providers, most large organizations must manage multiple service providers across the diverse geographical locations. While this set-up has traditionally been a workaround for obtaining global connectivity, it is a nightmare for WAN mangers, with multiple points of contact for support and no way make them work together seamlessly.
Aryaka’s global SD-WAN is a comprehensive solution that includes the network-as-a-service, WAN optimization and application acceleration, and a support and monitoring team, which makes it easier for Aryaka to provide comprehensive support in a moment of crisis.
Technology, but with a Human Touch: Our core business might be technology, but we believe that everything can be perfected with a human touch. That is why we don’t just strive to solve a technical error, but also to work with our customers to understand the business impact of a technical issue. This helps us in understanding our customer’s pain-points better – and in designing the right, lasting solutions.
While some of the largest companies worldwide still rely on telecom service providers for their MPLS links and enterprise connectivity, we believe that the paradigm is shifting – and Aryaka’s customer satisfaction scores prove that, increasingly, enterprises are willing to move beyond the traditional and conventional solutions to companies that deliver on the promise of better value and exceptional service.
To experience Aryaka’s global SD-WAN and exceptional customer service for yourself, contact us today for a free proof of concept.
The Net Promoter Score was created by Satmetrix and Bain & Company as a management philosophy and business model. The score is based on a 200-point scale ranging from -100 to 100. A positive NPS score is a strong predictor of customer satisfaction and future business growth.