August, 2017: HubShout has updated their customer satisfaction data and reviews on their website here. They have outlined their philosophy over the last year as they have faced-into unhappy customers and revamped their approach to customer service and account management. They are using the Lean Startup philosophy to run experiments that show how to delight customers using validated techniques. They have released some very specific data demonstrating that their reviews and customer experiences have increased. Specifically, here is the recent trend of customer survey scores on a 5 point scale, reaching as high as 4.5 out of 5 stars:
As the data shows, they have been able to improve the customer experience to higher than 4 consistently for the last 5 months. Based on reviews from previous years, this was not the case. Specifically, people had complained about communication problems, lack of accountability and low customer-service orientation by the firm.
The firm has been working on other areas of their offering as well. Their content creation team has always been a strong feature because the writers are in the US, unlike other services that off-shore. HubShout has been working to capitalize on their on-shore team by having client-facing phone calls with the end-client and reseller together at the start of their campaign. They believe this is why their satisfaction with onsite content scores have moved up from a 3.7 well above 4.0 – as high as 4.5 out of 5 stars on their customer reviews. Again, here is the data they are sharing on this topic:
It is clear that HubShout is paying attention to their customer reviews. They have re-organized many of their internal efforts to address previous complaints. The new data shows promise. However, we will need to check back in to this data in 6 months and see if they can continue to hit such high standards as they continue to grow.
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