The NetApp® Support Site won the inaugural Overall Best Support Site Award in the Association of Support Professionals (ASP)Best WebsitesCompetition with thehighest average scores in more categories than any other company.
This year ASP celebrates its 22nd year of the competition.Each site is scored by five independent judges in 22 different areas. The judges are vetted for relevant expertise and for no conflict of interest with that site. Every contestant receives a confidential site report with average scores in all 22 categories along with judges’ comments and recommendations for improving the site. In a few weeks, reports on the overall competition, overall average scores in all 22 categories, trends, benchmarks and winner’s profiles will be published. They are available to all ASP members and are available for purchase by non-members.
Al Hahn, Executive Director of ASP said, “This competition has evolved considerably since we started it over 20 years ago. In 2018, we made significant changes to our scoring as the technology and importance of self-service websites had been changing very rapidly in the last few years. User experience is now a paramount issue.”
The winning nomination from the NetApp Digital Support team reflects the team’s continuing ambition to deliver a world-class user experience. The NetApp Support Site adds the award to its continual industry recognition with previous wins in the Stevie Awards ® and previously named Association of Support Professionals Top 10 Support Award winner in large company category each year for two years previously, making this a three-year-in-a-row win for ASP.
The entry focused on the redesigned NetApp Support Site which included platform simplification and a focus on user centered design. Key features of the redesign included a holistic mobile responsive experience, an assisted support pane to provide a consistent, global way to engage in a preferred support channel, and a personalized product and site experience. Significant improvements to customer satisfaction scores and improvements in customer effort scores were realized with the implementation. Other key activities highlighted include implementation of KCS Methodology, user centered practices and optimized Agile methodology.
The association provided feedback on the win:
There are many intangibles and elements that go into a great customer experience. This year the top honor goes to NetApp. This is the third year in a row that they have been a winner in our competition. They did score first in more areas than any other company, but the judges' comments tell why we think they are the best. "Best use of learning technologies in guided problem solving. These features enhance the interactive nature of the support site and make it feel more personal to the user." "Exceptionally well laid out case details page." "Best downloadable documentation." "The support home page is really nice and gives the user a customized support dashboard. It provides 'at your fingertips' info at a glance."
Joe Novak, VP of Customer Support Services at NetApp said:
The NetApp Support Site is at the center of our Customer Support Delivery strategy and we are very honored to receive this highly esteemed industry recognition from the ASP. This award is the proof that this team is collectively doing the right things to elevate us above the crowd and deliver a world-class Support Experience to our NetApp customers and partners around the world.
Ryan Mathews, Director of Digital Support at NetApp said:
The NetApp Digital Support and IT teams have an amazing partnership and have been collaborating for more than a year to create an highly effective website from the ground up, built on NetApp technology. Simultaneously, our Assisted Support and Community Teams have been refining their problem-solving process and sharing the knowledge of this organization via an employee-friendly process leveraging the KCSv6 methodology. All three initiatives came together when we launched our new site to an external audience in March 2020. We see this award as recognition that we’re improving our employee experience, customer experience, and business outcomes at the same time. It’s a true win-win-win scenario.
Learn more about the award-winning NetApp Support Site!