What our customers think about the Opendatasoft platform: satisfaction survey results

Since 2011, our Customer Success teams have worked with a range of public sector bodies and large enterprises, supporting more than 2,500 data projects in 25 countries. Our team is committed to quickly empowering our users to help them get the best from our platform, to facilitating collaboration with their stakeholders around data, and supporting them to achieve their strategic and operational goals.

We’re committed to constant improvement. That’s why every year we survey customer satisfaction and ask clients whether they would recommend our platform, using the Net Promoter Score (NPS) methodology. This blog shares the topline results and highlights the benefits of our platform that our customers appreciate the most.

Our mission at Opendatasoft is to democratize the use of data in all organizations. Our Customer Success Managers are a key part of this mission, helping organizations in a number of ways. They act as:

• A trusted partner to assist with project management on a daily basis while monitoring progress towards achieving your objectives.
• An advisor to help you increase your skills on the Opendatasoft platform and make you completely autonomous.
• An ambassador for your project who will put you in touch with peers in other organizations, help you to promote your projects and use your feedback to improve our product.

In 2023, the Customer Success team is extending its role with the launch of a Premium support service. This is aimed at those customers who want to quickly deliver high-impact data experiences on a large scale.

Every year we survey our customers in order to measure their satisfaction and their likelihood to recommend our platform. This feedback is essential to developing our product and wider organization and is a key metric that we focus on.

The Net Promoter Score (NPS) is an industry-wide approach that calculates how likely customers are to become ambassadors for our solution. To measure this we simply ask a single, straightforward question: Would you recommend Opendatasoft to a friend or colleague?

For 2022, Opendatasoft scores 38, putting us in the “great” category on the NPS score. This is an above-average score for the SaaS software industry. We are very proud of this score which demonstrates our efforts to provide the best possible support to our customers.

To complete the Net Promoter Score, we ask our customers about three aspects: the quality of our solution, the quality of the support and the quality of their interactions with the Opendatasoft team. As we have been asking the same questions for the past five years we can compare results over time, analyze changes and identify which approaches best meet the needs of our users.

Customers give Opendatasoft a score of 8.17/10 for the quality of its technology solution.

Our customers want to use their data in multiple ways and are always looking for new approaches that make it easier to create impactful and compelling data experiences. We are committed to helping them achieve their goals by developing new features tailored to their needs.

We are very proud of the features we introduced in 2022, and are expanding our efforts to build a platform that will allow everyone to create high-impact data experiences. Our 2023 product strategy is therefore built around three key areas:

• Strengthening interoperability to allow customers to increase value from their data
• Removing friction to enable the fast creation of impactful data experiences
• Enabling customers to better understand data usage and reuse

In terms of support quality, customers give Opendatasoft a score of 8.53/10.

The support team is composed of developers, product managers and infrastructure and security engineers. They build and maintain close relationships with clients in order to solve any problems and answer their technical questions.

Our support teams are committed to responding to customer requests within a single day, and within four hours (during working hours) if the issue is causing major downtime. At the same time we carry out in-depth research to provide a constructive response to customers while solving their issue.

When it comes to marking us on the quality of their interactions with our team, customers give Opendatasoft a score of 8.25/10.

Our mission at Opendatasoft is to democratize data in all organizations. Everyone is therefore involved in solving any challenges our customers face:

• The Customer Success Management team works alongside our customers during their data projects,
• The Sales team advises our clients and shares their sector expertise,
• The Marketing team promotes our clients’ projects and identifies the latest data trends,
• The Product and developers team uses customer feedback to improve our platform.

Our customers produce, collect and share ever increasing volumes of data, delivering this to more and more internal and external users. This is why the reliability and robustness of our platform is a priority.

This year, we greatly enhanced the robustness of our platform by developing new connections to cloud platforms and creating a new Kubernetes-based architecture.

In particular, this has enabled us to deploy high-traffic projects, such as the Health Insurance portal on the management of diseases in France, the portal hosting the Ministry of Economy and Finance’s dataset on fuel prices, and the Bulletin officiel des annonces de marchés publics (boamp.fr) site of the Direction de l’Information Légale et Administrative (DILA), a government department that supports the French Prime Minister.

At Opendatasoft, we want to remove the technological barriers that hinder the wider use of data within organizations. We also develop many features that automate the most time-consuming tasks related to data management in order to facilitate the faster creation of data experiences.

Our platform can be easily used by both non-experts and data professionals. Our no-code features allow users to create data experiences in a few clicks, and the multiple, in-depth resources we provide helps speed up the process of creating and managing data experiences.

To unleash its potential, data must be put into the hands of everyone through interactive data portals. Opendatasoft is the essential technological layer for organizations looking to democratize their data. The potential uses provided by our platform makes it easy to unlock the value within their data.

With our solution, customers can create high-impact experiences, whether it’s to improve their performance, the quality of their decision-making, or expand their ability to innovate, generate new revenues or build more transparent relationships with stakeholders.

We are constantly updating the platform to provide our clients with new opportunities for innovation. Our teams are always on the lookout for new trends and best practices to evolve our platform and provide clients with the best advice to create transformative data experiences.

Customers consistently say that they appreciate the quality of the support and guidance provided by our Customer Success and Support teams.

Our team also develops and provides a range of useful resources such as our developer documentation and Code Library. The objective is to make users autonomous and free up the team’s time so that they can focus and support customers that deliver high additional value.

The results of our 2022 satisfaction survey show that our efforts to provide a state-of-the-art platform and tailored support are both understood and appreciated by our customers. Check out our article to see what our product team has in store to make our platform even better in 2023!