We Love Our Customers
Just recently our NPS reached a whopping 61. This is no small feat, and it is something we are extremely proud of. For reference, the industry standard for B2B software is currently 36 according to Customer Gauge in 2022.
So how did we do it?
By following the themes listed below, we are ensuring that we are actively considering our clients within every aspect of what we do in order to maintain their satisfaction:
Let the Market Guide You
We continuously test the market and learn to build, market, and sell solutions that customers and end-users love. The customers will show us the way. In fact, our solution A² Trade Promotion was co-developed with large players in the Nordic FMCG industry. The development involved interviews and concept testing with 36 different companies. For our solution A² Category Analytics, the dialogue between Analyse² and our customers is continuously ongoing to ensure our solutions are evolving to meet their needs, now, and in the future.
Set the Bar High on the Things That Matter
We have extremely ambitious standards for the things that matter most to our customers. Every day, we work with heart and integrity to bring our customers better value. Together, we are shaping the future of the retail industry. The insights we deliver to our customers are crucial to them, as they are basing their business decisions on the insights we provide. The data is used widely, and, in many cases, it is linked to our customer companies' targets, so it is extremely important that they can rely on our data 100%. One of the foundations of all our solutions is having reliable and verified data. Without reliable data, proper analytics are impossible. The data used in A² Category Analytics is updated daily with the previous day’s sell-out data, and with A² Trade Promotions, we allow for multiple sources of data making it easy for any company to rely on our unique insights.
Not Every User is the Same
A critical factor in providing ground-breaking solutions is ensuring that all the distinct types of users are satisfied and able to use the solution for their diverse needs. Our solutions are catered to a variety of users such as key account managers, marketing team members, or category managers for example. This way, we can guarantee that the whole company is taking advantage of the solution and milking it for all its worth. In our most recent survey, our users ranged from marketing, sales, and sales representatives to various roles in category and shopper analytics.
Easy to Use, Easy to Love
Do you know anyone that loves to use a clunky old solution that requires lots of instructions and time to learn? Having a modern and intuitive design in our solutions allows our users to find what they are looking for in a straightforward manner. Our users are making use of our solutions either daily or weekly. By offering a variety of different KPIs we allow our users to find the information they need in a timely manner as well. No more sorting through raw data and trying to put together a report on their own. On the rare occasion that our users need further assistance than our easy-to-use manual, we offer several channels of personal support. “The user experience is not perceived just through our solutions, it covers everything from the solution to training, from interactions with our account executives and product development teams to the created added value. We succeed when this all is smooth, seamless, and simple.” - Juhani Nummi, VP Sales & Customer Success
The user experience is not perceived just through our solutions, it covers everything from the solution to training, from interactions with our account executives and product development teams to the created added value. We succeed when this all is smooth, seamless, and simple.” - Juhani Nummi, VP Sales & Customer Success
We Listen, We Learn, and We Help
It’s common knowledge that having a good customer support team is essential to any company that aims to keep its customers happy. Our customer success team is knowledgeable and in-house, ready, and available to provide all the support our customers need. Time and time again they receive positive feedback, for not only the help they give but the way they do it. We pride ourselves on providing customer service that leaves a smile on our customers' faces and keeping every interaction positive and productive. If we learn that a customer is struggling to solve an issue or has any ideas for future development, we always listen and take their suggestions into consideration.
“We help our customers to apply knowledge and understanding to their processes and operating models, enabling them to be better equipped to respond to tough competition and manage their own profitability. This is a long-term activity which requires dedication and support on all levels from our teams.” - Juhani Nummi, VP Sales & Customer Success
We help our customers to apply knowledge and understanding to their processes and operating models, enabling them to be better equipped to respond to tough competition and manage their own profitability. This is a long-term activity which requires dedication and support on all levels from our teams.” - Juhani Nummi, VP Sales & Customer Success
Although we are immensely proud of our current NPS score, we aim to improve it even further in the future. Therefore, we will continue to check in with our clients and ensure that all of our future developments consider them. With our primary goal of matching our customers needs and keeping them satisfied for a long time to come.