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EdgeWave provides each technical support case customer with an opportunity to assess their experiences with our support team. We ask customers to score their experience with the EdgeWave Technical Support in ten different areas including urgency to resolve issues, product knowledge, professionalism and how likely the customer is to recommend EdgeWave to friends and colleagues. Across all parameters, the EdgeWave Support Team has gotten excellent ratings. Combined total scores have been continuously at 94% and over, out of a possible 100%.
The Net Promotor score was created by Bain and Company as a way to measure customer loyalty. They found that a high score in response to the question, What is the likelihood that you would recommend Company X to a friend or colleague?, was strongly associated with actions customers might take to repurchase or refer the company to a friend or colleague.
According to Bain and Company, most companies average NPS of 50% or less. EdgeWave has been measuring the NPS of its Technical Support customers and are proud to report Net Promoter Scores of over 70%. This score is significantly higher than published scores of other vendors in our industry, which range from 10 to 50%. It attests to the care our Technical Support Team takes to assure that customer issues are resolved quickly and to your complete satisfaction.
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Here are a few quotes from our technical support survey respondents:
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 | |  | | |  The engineer that helped me, was proactive and timely in resolving the issue. I greatly appreciate his help and professionalism." |
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| | | | | I wouldn't change anything, the remote technician that assisted me with the issue was great. Almost no wait time to connect through chat." |
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| | | | | Very professional and familiar with the issue and was able to help to resolve issue within seconds" |
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| | | | | Support is consistently courteous and effective. Really appreciate the chat support option!" |
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| | | | | So far my experience has been great. Please don't change what works and works well." |
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| | | | | Very professional, very helpful. Just what I needed to help solve the problem." |
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| | | | | Your support was superior and rapid. I wish more vendors would follow your lead." |
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| | | | | Have had nothing but excellent support." |
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