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[Video]: SingleHop’s Customer Retention Rate Leaps with CustomerGauge

Blog by Ian Luck
February 14, 2018

A game-changing opportunity for web hosting businesses

SingleHop, a dedicated server and cloud hosting company that uses CustomerGauge, has “virtually eliminated” customer churn after implementing a Net Promoter program to drive up customer satisfaction and bring the voice of customer into the organization.

Since implementing its Net Promoter program, SingleHop's customer retention has skyrocketed, and it now has a churn rate of less than 0.2% per month. In the SaaS, web hosting, and IaaS (Infrastructure-as-a-Service) industries, this is particularly interesting because as companies grow from startups in to venture-backed businesses or even publicly traded companies, reducing or even eliminating churn is a huge opportunity to increase revenue and valuation.

Here is the story of how they did it:

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The example of SingleHop shows the enormous positive impact bringing the voice of the customer into the organization can have for web hosting companies.

CustomerGauge has rolled out a new tool to make that jump as fast and easy as possible.

Called CustomerGauge Essentials, it is a self-service entry point to customer feedback and analytics with the Net Promoter System, a customer loyalty metric developed by Bain & Co and used by brands including Apple, American Express, and more.

Setup is so easy that the whole system can start collecting data in potentially under an hour, and it comes with a 30-day free trial period, no credit card details required.

With its launch, our dream is that a new wave of businesses are inspired to bring the customer voice into their organisation.

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