Demystifying Net Promoter Scores 

For the fifth year in a row, we are proud to report that Pure Storage® scored a Net Promoter Score (NPS) in the top 1% of industry B2B scores.

Photo by Miguel Bruna on Unsplash

What makes us especially proud is that Pure has maintained a market-leading NPS while growing and scaling our business faster than any of our major competitors. Pure’s audited score, based on the Medallia platform, was more than twice the B2B average of 40 and the highest among Medallia B2B scores in 2019. Specifically, we’re pleased to announce an Owen CX certified score of 83.5*, as Pure has scaled to receiving nearly 1,000 surveys in the last year.

As further proof of our customers’ satisfaction with Pure, Gartner recently designated Pure Storage as a Gartner Peer Insights¹ Customers’ Choice for Best Primary Storage². Peer Insights is Gartner’s fast-growing peer review program, in which customers are surveyed for feedback and Gartner delivers the unadulterated results. Check out what some of our customers have to say!

“Our Evergreen™ upgrade moved us to the latest //X controllers and really supercharged our arrays. The Evergreen maintenance is a major reason we are so hooked on Pure.” —CIO, Government Agency

“It’s a next generation storage software which is helping our organization to grow faster and generate revenue more than expected. It is the most advanced storage product I’ve ever seen. Implementation is easy and very easy to use in day to day life.”—Digital Marketer, Services Industry

“Workloads have decreased dramatically. Batch taking 3 to 4 hours now take 15-20 minutes. Support and upgrades are all handled by Pure, which saves time and resources. Could not be happier with this. Have dealt with other providers in the past and Pure is Hands Down the “Best”.” Systems Administrator, Manufacturing Industry

Pure’s Customer-Centric Journey

At Pure, we pride ourselves on a customer-first attitude. In fact, we’ve put customers at the center of every decision since the founding of the company 10 years ago when we realized there was an opportunity to not just build a better storage platform but deliver a better, more modern experience. Pure prides itself on its efforts to help customers alleviate the cost and pains they have endured for decades with traditional storage providers.

We started with a unique Evergreen™ subscription program that includes all software, a flat and fair maintenance commitment, and technology upgrades included with subscription every three years, all to simplify storage. To top it off Pure eliminates forklift upgrades and data migrations while drastically simplifying the day to day management and monitoring of our customers’ data. These benefits allow storage/system administrators to free up time in their day allowing them to deliver on other important projects or even enjoy their weekends without the stress of storage management on their minds. Technology leaders have confirmed that Pure storage allows their teams to be more efficient, more effective, and focused on strategic activities rather than being fully absorbed in the mundane legacy storage administration.

Net Promoter Score, Defined

How does Pure Storage quantify that our actions are actually something our customers care about? There are a few ways organizations can gather this intelligence. We can talk to the customers individually, but we have more than 7,500 customers at this point — so it’s a tough endeavor to call every one of them. Instead, we leverage a third party to survey them on whether or not they would recommend us to their peers on a 1-10 scale. This process results in what the industry (not just storage, but many industries) refer to as a Net Promoter Score.

NPS scale

Specifically, a score of 0-6 is considered a “detractor,” 7-8 is considered “passive,” and 9-10 a “promoter.” The NPS is calculated as the difference between the percentage of promoters and detractors. It’s not expressed as a percentage but as an absolute number between -100 and +100. As a customer-first company, Pure places extreme emphasis on using NPS data to guide in improvements to our customers’ experiences.

The Importance of a Certified or Validated NPS Score"I claim a personal NPS score of 100. Everyone I decided to ask agrees!"

It wasn’t until very recently that companies in the storage industry adopted NPS. Pure started using NPS in 2015 when we first announced an industry-leading certified score of 79 versus a Satmetrix tech-industry average of 16. Recently, however, a handful of companies in the technology industry have taken it upon themselves to do the same, and have published incredibly high scores in excess of 95. While these scores may seem great it’s important to confirm if these scores have been validated or certified by a third-party organization. If the scores have not been validated by an accredited third party they may contain opportunistic inaccuracies.

Why Does NPS Matter?

When considering a data platform to entrust with your organization’s precious intelligence, there are many things to consider. On top of that list should be gauging your peers’ experience with that product/organization. Feedback will undoubtedly include their experience with availability, performance, promises made before they acquired the product along with ongoing evolution and support of the investment. To learn more, contact us or a value-added Pure reseller. We’d be happy to share with you how we can provide you with a Modern Data Experience.

  1. Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and do not represent the views of Gartner or its affiliates.
  2. Gartner Peer Insights Customers’ Choice constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner or its affiliates.

*NPS score updated January 2021