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News

Published December 17th 2015

G2 Crowd: We’re Closing 2015 as Number One for Customer Satisfaction

Customer satisfaction is a top priority at Brandwatch.

We regularly ask for feedback and review performance with our customers and it’s that feedback that allows us to grow and evolve as a company.

We do our upmost to ensure our customers are always happy which is why we’re delighted and incredibly thankful that we’ve been rated the number one social media monitoring platform for customer satisfaction in the latest G2 Crowd report.

Verified customer reviews

G2 Crowd is a trusted platform that allows customers to provide verified reviews of enterprise products like Brandwatch – so that businesses can make informed decisions about the vendors they wish to work with.

The report reviews social media monitoring platforms and Brandwatch has been named a leader based on receiving the highest customer satisfaction score.

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We’re so incredibly proud of this, as these reviews have come directly from our own customers, so a huge thank you to all of you who contributed.

A massive 99% of customers rated our platform four or five stars out of a maximum five.


How does the report work?

Methodology

The Grid represents the voice of real customers. G2 Crowd rates social media monitoring products based on data sourced from reviews shared by G2 Crowd users and data aggregated from online sources and social networks.

Grid Scoring

The satisfaction rating is affected by the following

  • Overall Customer Satisfaction and Net Promoter Score (NPS) based on ratings by real customers
  • Customer satisfaction with second-level product attributes based on user reviews
  • Popularity and statistical significance based on number of ratings and reviews received by G2 Crowd

The market presence score is affected by the following

  • Number of employees for product and parent company (based on social networks and public sources)
  • Market share based on share of voice including number of ratings and reviews received
  • Vendor momentum based on web traffic and Google search trends
  • Product social impact based on Klout score and Twitter followers
  • Vendor social impact based on Klout score, Twitter, and LinkedIn followers
  • Revenue and year over year revenue growth rate (if available)
  • Age of company (number of years in operation)
  • Employee satisfaction and engagement (based on social network ratings).

Where Brandwatch performed well

Looking into the report in more detail the areas highlighted and praised by our customers are:

The platform

  • Functionality – the wide and robust range of functionality across monitoring, measurement, and engagement
  • Queries and data export – the powerful boolean Query operators and allowing customers to dive deeper into datasets
  • Visualizations – the easily, digestible and beautiful data within the platform, as well as our stand alone visualization product Vizia.

Innovation

The report shows that 100% of our customers believe Brandwatch’s continued innovation and roadmap is heading in the right direction.

Innovation is at our core, and 2015 saw some fantastic developments – we launched 26 new features as well as many other smaller improvements and updates.

In the spring of 2015 we launched the most sophisticated automated intelligence alerts on the market, Brandwatch Signals, which notifies users in real time of significant or unexpected changes in their social data.

Screen-Shot-2015-12-07-at-10.59.28-AM

Most recently we announced our partnership with DataSift to provide access to Facebook topic data (through PYLON), aggregate and anonymized content data to our customers.

We’re providing insights from the data through in-depth research reports by our experienced analysts to help our clients get the most from this new data source.

We’ve got some ambitious and exciting developments happening in 2016, including the rollout of an app ecosystem with Vizia and an entirely new influencer and audience analytics product.

What’s good? Our people

Brandwatch is home to over 300 people from over 30 different nations, each nestled in one of six culturally diverse cities across the globe. What binds us is our passion and our ambition to build amazing products.

So it’s incredibly warming to hear that our customers value our staff as much as we do.

The report shows that customers found Brandwatch’s support teams helpful and responsive when they needed overall product support.

Pleasing our customers is paramount, and we’re glad there are platforms like G2 Crowd, which encourage and expose genuine feedback.

If you haven’t yet submitted a review and have something to say about your experiences with Brandwatch or one of our competitors you can share it by visiting this page and submitting your review, and if you already have, thank you again.


Crimson Hexagon has merged with Brandwatch. You’re in the right place!

From May 8th, all Crimson Hexagon products are now on the Brandwatch website. You’ll find them under ‘Products’ in the navigation. If you’re an existing customer and you want to know more, your account manager will be happy to help.