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Published January 31st 2013

Frank & Open Feedback From The Users of Brandwatch

You may have noticed that us folks here at Brandwatch are an open bunch. We’re confident that our tool is one of the best around, so we prefer to give you all the information you need to make up your own mind, rather than giving you the hard sell.

To that end, we’ve decided to release the results of our 2012 Customer Survey. Every year we invite clients to answer a few questions letting us know how well we are doing in meeting their social media monitoring and analytics needs.

We take pride in understanding what matters most to our customers and the business goals they are trying to achieve; that way we can not only deliver smarter analytics and monitoring solutions, but also continually exceed customer and market expectations.

The survey

Questions in the survey range from ‘how likely would you be to recommend Brandwatch?’ to ‘what about Brandwatch could you not live without?’.

We also ask customers to rate us on a scale of 1 to 5 for everything from specific features, such as topics analysis and charting, to more general topics such as customer support and ease of use of the tool.

We got a great response this year and are pleased to say that lots of our customers took the time to let us know how we are doing.

The results

Some of the highlights that we’re most excited to share with you:

    • 28% of customers scored us 10/10, indicating that they are ‘extremely likely’ to recommend us
    • Our average recommendation score was 8.3/10 –  less than 1% of customers scored us less than 5/10
    • 95% of our users would “recommend us” or more
    • Brandwatch’s ease of use scored an average of 4.3/5
    • Our dashboards ranked as one of the most-loved features
    • Customers rated our support 4.1/5

You can see the full round up in this report.

So, it seems our customers are a pretty happy and satisfied lot.

We make continuous improvements to our tool and always take customer feedback on board, so it’s nice to see that all that hard work is paying off and making our customers some of the most satisfied around.

If you ever want to let us know about a feature you particularly love or where you think we could improve, then please do get in touch. You can email us – – or if you prefer less characters, tweet us @brandwatch.

We’d like to thank all our customers who filled in the survey, and congratulations to Beth Krauss from Whole Foods who won the prize draw for those who filled in the survey (sorry to all those who didn’t win – better luck next time!)

If you’d like to join our ranks of happy customers, have a browse around our website to see what we offer, and get in touch or request a demo.

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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.