A 96 Net Promoter Score, and the comments behind it

Anyone who runs a box office can tell you the difference between a system you use and a system you trust. The first one you tolerate. The second one you build around. The people behind it are no different - whether you get a real reply when you call, or a ticket number and a holding email.

Every year we send a short survey to the people who use Ticketsolve day to day, and we ask one question: “how likely are you to recommend us to someone else?” - their answers build our Net Promoter Score.

This year's score came back at 96.

What 96 actually means

In NPS terms, anything above 70 is uncommon, and the industry average for software companies sits closer to 30 - so 96 wasn't a number we expected to see. It's also the highest score we've recorded since we started running the survey.

But what matters more than the headline figure is the scores behind it: almost every customer who replied scored us a nine or ten out of ten.

Support keeps coming up first

Across the comments, most often mentioned were our support team. Customers referenced the platform and the features, but appearing in almost every reply were the people on the other end of the phone.

'The best customer service of any company I've worked with. I love that you can always get through to a human on the other end of the phone.'

'Support is incredible. Interface is a pleasure to use. Love Ticketsolve.'

For venues working with small teams - and sometimes casual staff at the box office - getting a real person at the other end of a call isn't a courtesy: it's the difference between a problem resolved in ten minutes and a problem that derails an evening.

Customers can see their queries in our updates

Several comments came back to the same idea - that Ticketsolve doesn't stand still, and that customer feedback ends up shaping what gets built next

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'Brilliant staff and support, intuitive systems, and an inspiring vision for future developments.'

'Excellent product, always looking for ways to improve. Most importantly, really outstanding customer service through support and listening to your customers' needs.'

This is something that is reflected in our numbers: 74% of our product updates come directly from customer feedback. That our customers notice - and feel heard because of it - is exactly what we're aiming for.

The switch is a story customers tell

The third theme was how Ticketsolve have changed how organisations worked for the better - especially for those who have moved to use from another system, whether recently or a little while ago.

'Compared to what we had before, it's amazing. Fantastic support, a much easier system, and always something new to add in.'

A system change is a risk for any venue, festival or arts organisation, and the fact that it stays in people's minds as a positive is a point of pride for Team Ticketsolve!

We're not treating it as a finish line

An NPS of 96 means a great deal to us. But it's a milestone, not a finish line. We'll keep improving for the next customer who picks up the phone, and the next team who's ready to make the move to Ticketsolve. To everyone who took the time to respond, and to our brilliant team - thank you! 

If you'd like to learn more about the people and the platform behind the scores, you can find out more here - or get in touch.