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73 NPS—How to Get a High Net Promoter Score in Bot Protection

The Forrester Wave™: Bot Management, Q2 2022 was right about DataDome boasting a high Net Promoter Score℠ (NPS). In fact, DataDome’s NPS of 73 is far above the reported average NPS of ~41 for enterprise software, thanks to our amazing customers and our dedicated team of threat research, technical support, and customer success experts.

It’s a great tool, easy to set up and very low-maintenance on a daily basis. The DataDome teams are also very easy to work with; they genuinely care, which is always nice as the client.

Lauren Nelson, Head of Digital Development, Helly Hansen

73 NPS—How to Get a High Net Promoter Score in Bot Protection

While there are other good indicators of high customer satisfaction—such as DataDome’s customer retention rate of 99.3%—a strong NPS is a substantial sign of both customer centricity and growth, two of our core values. Let’s dig into what NPS really means, how it is measured, and how we worked with customers to achieve such a high score.

What is a Net Promoter Score (NPS)?

Created by Fred Reichheld in 2003, the Net Promoter Score℠ (or NPS®) is a way of measuring how well an organization treats the people whose lives it affects—how well it generates relationships worthy of loyalty. NPS assesses the customer experience with one simple question: 

How likely is it that you would recommend us to a friend or colleague? 

Respondents can answer with any number between 0 (not at all likely to recommend) and 10 (extremely likely to recommend). For the purposes of scoring, respondents are then divided into three categories:

  1. Promoters: Score between 9 and 10. These are loyal enthusiasts who will remain customers and refer others to do so, fueling growth.
  2. Passives: Score between 7 and 8. These are satisfied customers, but not particularly enthusiastic, making them vulnerable to competitors.
  3. Detractors: Score between 0 and 6. These are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of detractors from the percentage of promoters yields the NPS, which can range from a low of -100 (every customer is a detractor) to a high of 100 (every customer is a promoter).

NPS Calculation Graphic: % Promoters - % Detractors = NPS

Passives are not specifically counted in the calculation, but they are included in total respondent count. So, if you have a lot of passives, your percentages of detractors and promoters will be lower.

Why is NPS important?

NPS gauges whether customers are happy with a brand, product, or service—and whether they would recommend the brand,  product, or service to others. The score is a snapshot of customer satisfaction and growth potential that can be leveraged as part of a long-term strategy for customer success.

What makes DataDome different?

DataDome’s customer responses to NPS surveys consistently highlight what makes us stand out: 

  • Our Solutions (Bot & Online Fraud Protection for Mobile Apps, Web, & APIs; New CAPTCHA)
  • Our Support (Customer Success & SOC/Threat Research Team)

Essentially, we provide an extremely effective bot management solution that is easy to run on autopilot, supported by a world-class team of threat research experts and customer success managers, all dedicated to protecting each of our customers.

On a daily basis, [DataDome] just does its thing. We’re also very satisfied with the false positive rate; it’s half of the industry standard or average, a small, small fraction of a percent.

Kat Leipper, Senior Software Engineer, AllTrails

73 NPS—How to Get a High Net Promoter Score in Bot Protection

Customer Centricity is at Our Core

Our customers are central to everything we do. In fact, customer centricity is one of DataDome’s core values. We want our customers to enjoy working with us and to trust that their business and customers are in good hands, because they are. 

By partnering with DataDome, we’re living up to our values in the best way possible … DataDome’s researchers have been critical in profiling and adapting to new techniques being used against us.

Security Team for Patreon

From our customer success managers to our threat research (bot SOC) and engineering teams, every BotBuster works tirelessly to ensure our solution is the best bot protection on the market.

User-Friendly Dashboard

DataDome is best for customers prioritizing ease of use and information sharing.

– The Forrester Wave™: Bot Management, Q2 2022

We design our software to be easy to use and informative for our customers. Our customer dashboard displays an overview of all bot traffic attempting to access endpoints across your online ecosystem, with the ability to drill down into a single request if desired. From the dashboard, our customers can add or alter rules, edit allow- and/or block-lists, and report suspected false positives or negatives.

DataDome-Dashboard-Overview

DataDome has shown that they are building their product with craft. The dashboard has a very instinctual interface and is not filled with a lot of noise … The launch was heavily supported by them as well; going above and beyond to ensure we launched successfully.

Security Team for Patreon

73 NPS—How to Get a High Net Promoter Score in Bot Protection

Privacy Compliant Around the Globe

Trust is the foundation of good relationships, and privacy is a fundamental human right. DataDome is extremely dedicated to the privacy of both our customers and their end-users. We understand the importance of providing end-users with a secure, privacy compliant, and satisfying user experience at every endpoint in the user journey.

Recently, we released the only globally privacy-compliant CAPTCHA that is also bot proof and user friendly. Here are some of the many data privacy laws DataDome complies with around the globe:

Globally Privacy Compliant

We never gather personally identifiable information (PII) like addresses or names from end-users, a promise we deliver in addition to unparalleled accessibility (13 audio CAPTCHA languages vs. reCAPTCHA’s 8) and bot-proof security (we catch the 50% of traditional CAPTCHA passes that are actually bots). Our solution is meticulously designed to be privacy compliant, easy for humans to use, and impossible for bots to bypass.

DataDome’s CAPTCHA gives us peace of mind. Not only does it block bot traffic, we know that our users’ experience remains uninterrupted. And because DataDome prioritizes privacy, we likewise don’t have to worry about violating compliance regulations.

Ivan Delgado, CIO, RealClearPolitics.com

73 NPS—How to Get a High Net Promoter Score in Bot Protection

Constant Improvement

DataDome’s machine learning (ML) detection engine is constantly learning from new attacks. Suspicious bot signals detected on one customer’s website automatically train the engine to detect the same bot signals on all other mobile apps, sites, and APIs we protect. Our bot security operations center (SOC) team constantly updates our AI and ML models, allowing us to adapt and scale efficient bot and online fraud protection. 

Our team of experts empowers our solution to protect customers around the world 24/7—no matter how quickly threat patterns change. Just as bot developers are always evolving to make bots smarter, faster, and stealthier, our in-house threat research team constantly monitors new attacks and vulnerabilities to make sure our customers don’t fall prey to malicious actors.

Detecting bots will always be a cat-and-mouse game, but now we have specialists that handle that job for us. We don’t have to worry about it anymore.

Vincent Salard, CIO, Ubaldi

73 NPS—How to Get a High Net Promoter Score in Bot Protection

DataDome’s dedication to improvement also shines when it comes to implementing customer feedback. For example, when Reddit requested an asynchronous detection model specifically to help them categorize their traffic without the risk of over-billing advertisement partners, our team sprung into action to develop a solution.

Users & Analysts Brag for Us

Whether it comes through customer stories, G2 reviews, industry awards, or market leadership recognition, we gauge our success by the value we bring to others. Here are some examples of the incredible recognition we have received this year in addition to our NPS of 73 and our 99.3% customer retention rate:

  • 19 G2 Badges, Including Leader in Bot Detection and Mitigation, Summer 2022
  • 2022 Global Business Tech Award Winner for Best Application of Tech – Security
  • Affirmed as a “Strong Performer” in The Forrester Wave™: Bot Management, Q2 2022
  • CNP Customer Choice Award Winner for Best AntiFraud Solution, Startup
  • Gold Winner of the Cybersecurity Excellence Awards for Bot Defense – North America

DataDome Awards

We really appreciated the attention from the DataDome onboarding team. They never left us on our own or waited for us to ask questions. They were very engaged in ensuring that we understood how to use the product, and that we were seeing the metrics we wanted to see. It really felt like a partnership, rather than just a business transaction.

Nick Johnson, Software Engineering Manager, Carsforsale.com

73 NPS—How to Get a High Net Promoter Score in Bot Protection

Conclusion

An NPS 32 points higher than the industry average for enterprise software vendors comes from building an organization with customer centricity at its core. That’s how DataDome has built a solution that works on autopilot 24/7 and a dedicated team of experts that work even harder and smarter. It’s how we protect our customers’ endpoints from malicious bots, attacks, and fraudulent traffic with little to no intervention required. We make sure we are available any time our customers need a question answered, and we work to improve every day.

Our NPS is a result of our dedication to our customers.

*** This is a Security Bloggers Network syndicated blog from Blog – DataDome authored by DataDome. Read the original post at: https://datadome.co/learning-center/73-nps-how-to-get-a-high-net-promoter-score-in-bot-protection/