ASP has held this competition for 25 years. It has changed in that time to keep pace with ever-evolving technology and user expectations. Every site entered is evaluated by five independent judges. Each site receives a confidential report detailing their average scores in 22 different areas of their site versus the overall average scores for all entrants. Judges' comments and recommendations are also included. Two reports will be published regarding this year's competition in about five weeks. One covers trends noted, along with information about the sites from entrant's entries. The other covers benchmarks of performance in the 22 areas scored by judges. These reports are free to ASP members and can be purchased by non-members.
Al Hahn, Executive Director of ASP said, “NetApp is among an elite group of companies that are collectively moving the definition of state-of-the-art for support websites with the NetApp Support Site. The win five years in a row is truly a significant achievement rarely seen in the 20-plus years of the ASP award competition.”
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 Association of Support Professionals Top 10 Support Award winner making this a five-year-in-a-row win in the ASP competition. In the history of the competition, only 3 other companies have achieved this level of recognition.
The entry focused on key features including the Bugs Online tool redesign, case escalation enhancements, and a more automated enterprise licensing experience. The team also continued to build on a robust content strategy and engine driven by Knowledge Centered Services (KCS) best practices including attainment of the Phase 4 level in the KCSv6 Adoption Guide. Significant improvements to key metrics including customer satisfaction, customer effort, cost-per-answer and contact ratio were realized with the key feature and strategy implementation. In addition, the team also implemented or enhanced a broad set of technology and tools to improve the user, customer and support experience. Results show the site is significantly easier to use with improved quality, and helps users better able to manage their products.
Joe Novak, VP of Customer Support Services at NetApp said, “It is a true honor to win 5 years in a row! The NetApp Support Site is at the center of our Customer Support Delivery strategy, and this highly esteemed industry recognition from the ASP is truly outstanding. The win continues to prove NetApp digital support delivers a world-class support experience to our customers and partners around the world.”
Ryan Mathews, Senior Director of Digital Support at NetApp said: “We are extremely honored to be an ASP Top Support Site award recipient 5 years in a row – which only a few, highly-select companies in the history of the competition have ever achieved. This series of awards reflects our dedication to drive an optimized digital support strategy and experience for our customers while achieving exceptional “shift-left” business results.”
About NetApp NetApp is a global, cloud-led, data-centric software company that empowers organizations to lead with data in the age of accelerated digital transformation. The company provides systems, software and cloud services that enable them to run their applications optimally from data center to cloud, whether they are developing in the cloud, moving to the cloud, or creating their own cloudlike experiences on premises. With solutions that perform across diverse environments, NetApp helps organizations build their own data fabric and securely deliver the right data, services and applications to the right people—anytime, anywhere. Learn more at www.netapp.com or follow us on Twitter, LinkedIn, Facebook, and Instagram.
NETAPP, the NETAPP logo, and the marks listed at www.netapp.com/TM are trademarks of NetApp, Inc. Other company and product names may be trademarks of their respective owners.
ASP is a professional association for those who manage support organizations. Most members are in North America, but we have approximately 200 in Europe and another 100 scattered from Australia through Asia. We research and publish 4-5 reports each year on our passworded website. We have a Member’s Advisory Board, which helps us to choose which reports we will research and write, which workshops to present and what conferences they want. Individual membership only costs $200 per year, and corporate membership depends on company size. For small companies (under $100 million) it is $950 per year, for medium-sized companies (between $100 million and $1 billion) it is $1,600, and for large companies (over $1 billion) it is $2,400. Each corporate member gets one seat on the Member’s Advisory Board and can have an unlimited number of individual members.