Monthly Archives: August 2015

LiquidWeb NPS Scores vs LiquidWeb Review Signal Rating

Yesterday (August 18, 2015), LiquidWeb [Reviews] sent out a press release announcing its NPS Score:

"...its [LiquidWeb] Net Promoter Score reached an all-time high of 74 at the end of Q2 2015. This represents a "best-in-class" rating in the consumer-driven metric. Liquid Web's score is particularly noteworthy as scores above 60 are extremely rare in the Web Hosting industry, where average scores historically hover in the single-digit realm. Regardless of industry, a score of 74 - on top of Liquid Web's confirmed 12-month rolling average of 67 - is strongly indicative of excellent customer satisfaction."

The further explain how NPS is measured:

"Net Promoter Score (or NPS®) is the result of a 3rd party study on customers' direct feedback and gauges their likelihood to recommend a business's products or services. The results calculated the percentage of Liquid Web's customers who qualify as "promoters" (rating the company 9 or 10 on a 0-to-10 point scale) minus the percentage who are "detractors" (rating 6 or lower). Scores can range from -100 to +100 with scores of +50 and higher considered a "best-in-class" customer service level."

NPS is fairly well known in the marketing and branding world as a way to measure how a company is doing. In fact, it's something I was studying while working on the technology that powers Review Signal in graduate school. The boiled down version of it is, the greater the percentage of people who speak your praises versus the percentage of people who say negative things about your company is a measurement of how well your service is perceived.

What's interesting about a company publishing their NPS score is that I can compare it to the data of people saying good and bad things publicly that I track here at Review Signal. There are some differences in how NPS is measured versus how I measure at Review Signal. Some of the bigger differences being a 1-10 scale in NPS versus the binary (Good/Bad) on Review Signal and what type of messages are being looked at. Review Signal looks at all kinds of messages people publicly post while NPS would generally be done in a survey of customers. [If you're curious how/what Review Signal measures, it's all publicly explained at http://reviewsignal.com/howitworks]

So without further ado, the numbers. LiquidWeb's all time high is 74 and their 12 month average is a 67. On Review Signal, LiquidWeb have a lifetime 70% rating. Putting them squarely within their publicly disclosed NPS rating.

liquidweb_stats_box

A lot of people question web hosting reviews and I constantly have to question what I'm doing and how I'm doing it. It's a very rare event when I'm given an external metric that I can compare Review Signal against. So when it matches up so cleanly, it's a great validation that what I'm doing here is working.

 

Site 5 Web Hosting Logo

Site5 Acquired by Endurance International Group (EIG)

Endurance International Group yesterday announced in their second quarter results that they acquired Site5 and Verio.

During the quarter, the company acquired assets of Verio and Site5. The total cash consideration for these acquisitions is expected to be approximately $36 million.

Via MarketWatch.

EIG continues to acquire hosting companies as a growth strategy and doesn't seem to plan on stopping any time soon. The hope is that Site5, which is rated as one of the better companies on Review Signal, operates more like A Small Orange which was acquired in 2012 and continues to be rated very highly. Time will tell how it plays out, I will certainly be watching the data and trends.

That brings the list of EIG companies here on Review Signal to:

 

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