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IMG Rocking the Double-Blind NPS in FY22’RQ4

by Micro Focus Employee in Information Management & Governance

Hello everyone. Micro Focus measures customer perception using a double-blind competitive benchmark* (for background, please see pages 49-51 of this report). Each quarter, we release our results internally, but for Information Management and Governance (IMG) at Micro Focus in FY22’RQ4, we decided to detail them externally. Thus, this article focuses on our Information Management and Governance Net Promoter® Score (NPS**) results.

IMG Double-Blind NPS Data in FY22’RQ4

Figure 1: Presenting Worldwide, Americas, International, and Asia, Pacific & Japan (APJ) data from the FY22'RQ4 Competitive Benchmark with an IMG sample size of 3,017 respondents.

Figure 1 presents our regional NPS data for IMG. Overall, we are 9-points ahead of the average competitor, which is driven primarily by great wins in the Americas and APJ. It’s also worth noting that we are ranked as second in the entire IMG industry. International is also 4-points ahead of average, which is good. A particular highlight, that must be called out, is IMG in Asia, Pacific & Japan (APJ).

IMG APJ had a stunning quarter with a double-blind NPS of 62-points, which is an incredible 29-points ahead of the average competitor.

Touchpoint and Brand Image Attribute Results

But that’s not all…The competitive benchmark analyses all customer touchpoints and brand image attributes. For IMG, there are some particularly good callouts.

We are ranked as the BEST in the industry, according to customers, for the following attributes and touchpoints:

  1. Being Socially and environmentally responsible
  2. Being a strong partner
  3. Having a positive brand image
  4. Sales Experience
  5. Financing
  6. Account Management
  7. Design
  8. Post-Sales Support
  9. Website Experience
  10. Licensing
  11. Technology Trends, and
  12. Strategic

Just taking one of these as an example, for Website Experience, we see that we are ranked significantly higher than our nearest competitor. We are rated an incredible 15% higher than the average competitor in IMG.

Micro Focus also conducts extensive driver modelling to understand which touchpoints are the most important to customers regarding ‘why’ they gave the double-blind NPS that they did. The most important touchpoints according to customers in IMG are:

  1. Post-Sales Support
  2. Design
  3. Licensing
  4. Technology Trends
  5. Financing, and
  6. Website Experience

Thus, it’s clear to see that in the touchpoints that matter to IMG customers, Micro Focus is performing very well indeed, and this explains the great double-blind NPS values revealed in figure 1.

Conclusions

IMG is clearly a driver of Micro Focus’ good overall relative NPS. The reason for this article is to highlight how much of an asset IMG is to Micro Focus and how much better it is ranked than the majority of the competition according to customers.   We also presented driver modelling results, along with touchpoints and brand image attribute analysis, to detail ‘why’ customers gave the NPS results that they did.

About the data source*

In FY22’RQ4, IMG had 145 responses from Micro Focus customers and 2,872 responses from our customers of our competitors. Thus, we had a total sample size of 3,017. The Competitive Benchmark Research is owned and orchestrated by Micro Focus, conducted by a third party, is double blind, and has over 15,000 respondents per rolling quarter. These facts make the benchmark both industry defensible and as free from bias as customer research possibly can be. The subsequent analysis by Micro Focus is equally rigorous, scientific, and repeatable, and provides reliable worldwide, and pan-portfolio, customer loyalty insights.

About NPS**

Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round.  Micro Focus uses NPS in 'double-blind' research.  What does this mean?  It means that we do not know who the respondents are, and they themselves do not know that Micro Focus is sponsoring the study, and thus, this study has a dramatically lower bias than other surveys! This means if a competitor performed the same research, they would have the same results.

The NPS Calculation and NPS Survey Guidance

There are three main questions.

1. How likely is it that you would recommend Micro Focus to a friend or colleague?


2. Why?
3. What would you Improve?

Respondent Groups

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fuelling growth.

Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Detractors (score 0-6) 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 Net Promoter® Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Net Promoter® and NPS® are registered service marks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.


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We’d love to hear your thoughts on this blog. Comment below.

The Micro Focus IM&G team

Know your data | empower your people | drive your future

Join our community | @microfocusimg | www.microfocus.com 

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