Customer experience
: a 360-degree, customer-first approach
Customer experience (CX) is at the center of everything NetApp does. It's the linchpin for enabling customer success. With our 360-degree CX approach to managing your mission-critical business needs, we can provide a simple and consistent data-driven experience—whether in the cloud, on premises, or in hybrid environments.
Data-driven customer experience
Reduce friction and increase efficiency across your digital journey
From evaluating vendor solutions to renewal, NetApp is committed to delivering an unparalleled and personalized Customer Experience across your entire journey. And it's all done with data. We're focused on your success with an award-winning support site that's lovingly maintained by a team of support specialists; and your customer's success with simple, comprehensive data management that helps you pinpoint friction so you can prevent it in the future.
NetApp is a standout example of a technology company wholeheartedly committing to CX as a cultural and operating imperative. There is much that all corporations can learn from its experiences and innovative approach to building its CX capabilities into a significant strategic competitive advantage.
Gerry Brown, research director, IDC European CX
Customer journey satisfaction
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84%
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Average of end-to-end customer journey map satisfaction
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88%
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Average simplicity score for “ease of doing business” with NetApp, its products, and support services
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82%
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Customers who see NetApp as a “strategic business partner” for growth and success
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Don't just take our word for it
See what our customers have to say and how the NetApp customer experience enables their success.
The big picture of customer experience
Surveys and interviews are just the beginning. A great CX requires massive amounts of data to create a comprehensive view that provides the most detailed—and therefore insightful—view of customers and the best ways to continually improve.
A Net Promoter score is helpful, but we factor in so much more when measuring customer experience. We use multiple enterprisewide CX programs, customer experience communities, advisory boards, and panels to fully understand the customer's perspective.
Cloud Manager
A centralized control plane to manage, monitor, and automate data in hybrid-cloud environments, offering an integrated experience of NetApp Cloud Data Services.
A simplified CX makes all the difference
We deliver tangible, operational benefits—regardless of your IT role and skill level—from initial deployment to managing workloads without disruptions. Partnering with NetApp:
- Empowers you with greater access to actionable, proactive data intelligence
- Automatically corrects and resolves issues with minimal action on your part
Maximizing customer value at every point
We've got our customers' backs, sides, and fronts. By using telemetry data and AI to continuously gain new insights, we create prescriptive guidance, and automated actions. We also use those data insights to improve our product, support and service offerings.
2020 was a phenomenal year, with achieving cost savings, but also on the other side with important new business capabilities. Millions in savings but also millions of growth, based on the Azure NetApp Files environment.
Reinhard Meister, CEO and President, CONA Services
Sometimes it’s ok to brag
NetApp is setting new industry benchmarks and winning accolades in the process. We’re empowering customers to rethink the future, embrace cloud, and get the most out of their data with a foundation to store, manage, and protect it anywhere.
Award-Winning Customer Experience and Digital Support
As further testament to NetApp's ongoing commitment to deliver a world-class customer, partner and employee experience, the company was recently recognized as a multi-award winner of the 17th annual Stevie® Awards for Sales & Customer Service in 2023. The company was recognized for delivering a stellar customer, partner and digital support experience in the areas of:
- Innovation in Customer Service: Gold Stevie® Award
- Customer Experience: Bronze Stevie® Award
- Customer Service Automation: Bronze Stevie® Award
NetApp solutions and products create loyalty
The Business Intelligence group awarded us the Excellence in Customer Service Award in 2022, recognizing NetApp as a company “that is investing in customer experience and customer service programs to drive loyalty and develop deeper relationships with their customers”.
NetApp Wins Microsoft’s Global Customer Experience Partner of the Year Award
“The feedback highlighted that our teams were genuinely interested in solving business problems and focused always on doing what is right to ensure our customers get exactly what they need, from technology through to budget considerations.”
Scaling knowledge to benefit the customer
Learn more about how our digital support team harnessed knowledge management best practices to better serve NetApp customers, resulting in improved business results and CX improvements – all earned through the power of the collective.
Gartner, Case Study: Scale Knowledge to Enable Digital Support, Gartner Customer Service and Support Research Team, 30 January 2023GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
