Why it’s no surprise that Nimble Storage has a Net Promoter Score of 85
Written by Sean Murphy, Director, Nexus IT
In the Dark Ages of storage, we tended to focus on the brand with the biggest market presence, the brand that could be dubbed: “Everything Made Complicated”. It worked – we made it work – but installation and maintenance were troublesome, upgrades were price-prohibitive and the sales process was reminiscent of 16th century piracy, complete with the swearing and cries for mercy from innocent victims.
At this stage, SAN was deeply entrenched as a smart and practical choice for Australian mid-sized firms looking for the cost-effective IT flexibility offered by virtualisation and storage consolidation.
We moved to Nimble Storage at the end of 2012, when it was first available in Australia, in order to solve a specific customer’s performance issue, on the advice of our then lead engineer. With some magic timing, we supplied the first pair of storage devices Nimble sold in Australia, to the Australian Institute of Management, where they continue to perform to this day.
As a director, I have a number of practical reasons for preferring to work with Nimble: there is a good local team to assist with choosing the right platform; ordering is easy; installation and provisioning are both lightning fast, which saves $$ on engineering time; performance is amazing; training is quick and free; and ownership is easy. These benefits are often unavailable from other brands, which generally translates into a cost increase for end-users.
But that’s just a management perspective. Feedback from the engineers is more direct:
Support is amazing – instant response from a level 3 engineer makes high-end tuning easy
Support is proactive – with the AI smarts in InfoSight, the Nimble Cloud Management Platform, everyday challenges are often advised or resolved, without either the client or our teams logging an incident.
Everything just works – While everything ought to work, we all know that it doesn’t always. With Nimble Storage, it all just works. Every time. Nice.
Let me be clear here – we did not turn to the Nimble support team to fix issues with storage, as this works beautifully. The support team is so proactive, they advise us in advance of issues with the other vendor’s technology – networks, servers and virtual machines – that are connected to Nimble Storage. The analytics help us to spot VM and connection issues quickly, making infrastructure tuning so much easier.
For the reasons above, we were not at all surprised when Nimble announced a Net Promoter Score (NPS) of 85 (I checked – they have held this since April 2016, so it’s not a one-off). Here is a picture of how that looks in relation to the industry:
NPS is a big thing in the US particularly amongst US based technology firms. Everyone loves iPhone and they only have a score in the 60’s!
While I can see why Nimble would actively promote their Net Promoter Score in the US, we have a better metric - 100% customer satisfaction from every single instance where we have Nimble Storage installed. This includes museums, schools, building consultants, advertising agencies and general Australian business, both very large and medium sized. 100% satisfaction is remarkable and is something that no other technology brand has ever achieved in our experience at Nexus.
Please contact me if you would like to discuss storage. Maybe you think it’s time to slim down your storage and move some to the cloud? Or you might be looking to improve performance or capacity in your office, data centre or your cloud.
And if you’d like an independent reference, we can put you in touch with several IT Managers, who can tell you their Nimble story. I think you’ll be impressed.
Please get in touch if you have any questions or would like to know more.