Building long lasting partnerships with our customers is crucial to our progress as a business and enables us to further develop and deliver our world-class solution. Featurespace actively seeks to hear from our customers as often as possible to achieve our core value: to surprise and delight our customers. To understand their needs and make sure we are hearing their feedback, we conducted a Net Promoter Score (NPS) survey of our customers, and found following results:
- A Net Promoter Score (NPS) of 67 - close to world class (70) and well above excellent (50)
- The score is also above average against the technology industry standard of 60.
- Out of all customers surveyed, over 70% of accounts responded and were mostly classed as promoters for Featurespace.
The NPS is an index that ranges from -100 to +100 and serves as a proxy to gauge overall customer satisfaction with a company's product, service, and its willingness to recommend to others. Scores are calculated by asking for a recommendation from a score out of 10 and the opportunity to add further comment is provided. Based on their rating, customers are classified as detractors, passives and promoters.
"The Net Promotor Score survey allows us to reflect on what is going well and see what we need to improve", said Michelle Garnham, Head of Customer Success. "Our team goal is to ensure our customers achieve the outcomes they need to fight fraud and financial crime. We do this by engaging regularly with our customers, gaining a deep understanding of their business, and advising them on how to develop their investment in our technology."
Building successful, global partnerships
Our customers want a world-class product, stable partnership and continued innovation. Whether implementing a brand-new solution or adding to their existing suite of fraud and AML tools, the incredibly positive response to this survey, shows the Featurespace team are meeting and surpassing expectations. Director of Customer Success for the Americas, Nicole Baxby shares her experience of working with some of the company's largest customers: “It is wonderful to hear that we are easy to work with and constantly bringing new ideas to the table. I am humbled to work with some of the smartest people from around our industry and love collaborating with them to successfully deliver our solution to our customers.”
The importance of building long-term relationships is echoed across the business, Gabriele Santoro, Customer Success Director, commented “With the support of an amazingly cohesive team, we are thrilled that our customers enjoy working with us and repeatedly choose to renew their software with us, to provide the best fraud and AML prevention in the industry.”
Successfully scaling our offering with customers
The benefits of forming such strong relationships with our customers ensures we are delivering successful product implementations. Managing these projects is always a rewarding experience says Head of Project Management, Amy Turner, who highlights Featurespace's collaborative approach to client projects: "Our aim is always to enter into a project as a partnership with our customers, working closely, openly and collaboratively to ensure the project's success. We pride ourselves on being able to give customers a fantastic Featurespace experience, while delivering a high-quality product that solves their business problem."
Currently delivering a large and complex programme of work for a Tier 1 Global Bank, Customer Success Director, Katherine Gormley celebrated the excellent engagement and importance of collaborating across the businesses. "The commitment from our customer is fantastic. We have built a strong relationship where openness and transparency are key. There are large project teams on both sides, so strong governance models and close collaboration is fundamental. The best bits of the role are being able to deliver functionality that brings true business value to the client and being able to celebrate successes as one team."
We are truly honored to be able to successfully deliver our world-class solution as our business and offering has scaled with the trust placed in us by our customers.
Discover ARIC Risk Hub
Find out more about how Featurespace's ARIC Risk Hub can help your business with fraud prevention and Anti-Money Laundering.
Automated Financial Crime Technology can fix the bottleneck of AML transaction monitoring
Authorised Push Payments
Has the Contingent Reimbursement Model helped to protect UK consumers from Authorized Push Payment Scams?
Financial crime prevention can help Challenger Banks deliver valuable customer experiences
Mark Taylor tells Payments Cards & Mobile How Fraudsters are Attacking Open Banking
Authorised Push Payments
Don’t get caught out if the Contingent Reimbursement Model becomes compulsory
Authorised Push Payments
Featurespace Expands Global Fraud and Financial Crime Expertise with Addition of Industry Veteran
Círculo de Crédito and Featurespace Partner to Innovate in the Fight Against Application Fraud in Mexico
NatWest and Featurespace Partner for Real-Time, Enterprise-Wide Fraud Prevention and Transaction Monitoring
Elavon Selects Featurespace to Launch New Fraud Prevention Capabilities and Support PSD2 Adoption for European Merchants
Featurespace ranked 25th fastest-growing technology company in Sunday Times Hiscox Tech Track 100
Contis Establishes PSD2-Ready, Automated Fraud Detection in Record Time with Featurespace
Permanent TSB Selects Featurespace for Transaction Monitoring and Fraud Reporting Ahead of PSD2
Featurespace Introduces Adaptive Behavioral Biometrics to Solve Complex Fraud Attacks in Digital Channels
Featurespace Joins PWC Tech She Can Charter, Promoting Female Role Models in the Technology Sector
Women in Tech
Your fraud solution, your choice – more control and even better insights with ARIC™ 3.13
Featurespace Names Laura Gibson U.S. Director of Operations to Support Ongoing International Expansion
Featurespace launches international behavioral analytics fraud technology into Singapore
SKS365 Selects Featurespace’s Adaptive Behavioural Analytics To Predict And Identify Fraud
Justin Griggs at TSYS provides insights into success from their partnership with Featurespace
GDPR Becomes Reality, Consumer Data Becomes Global – Featurespace contributes to new PYMNTS eBook
Fraud prevention solution – should we build it in-house or should we buy it? Sean Neary speaks to The Paypers
Real-time machine learning solution recognised by UK’s most prestigious business awards: Queen’s Award for Enterprise- Innovation
Worldpay and Featurespace: Fighting Fraud By Finding Good Transactions Instead Of Bad Ones
Machine Learning Helps IoT Deliver a New Channel for a Better, More Secure Payments Experience
Tackling fraud trends in 2018: what to expect and what your business can do to prepare (via The Paypers)
Capital One UK’s use of TSYS Foresight Score℠ with Featurespace named ‘Best Security or Anti-Fraud Development’ at The Cards & Payments Awards 2018
Keeping fraud costs at bay: improving efficiency and saving costs with adaptive behavioural analytics
Featurespace a Sample Vendor in Gartner’s Research – “How to Begin Investing Now in Enhanced Machine-Learning Capabilities for Fraud Detection”
Don’t treat your customers like criminals: Understanding Behaviour with Machine Learning – Luke Reynolds for n>genuity
Icon Solutions partners with Featurespace to provide real-time fraud protection for instant payments
“How is machine learning helping to tackle online fraud?” – Payments & Cards Network’s e-magazine
OpenBet partners with Featurespace to improve player experience and understanding
©2020 Featurespace Limited. All rights reserved. Legal information
Trade Mark Notice: FEATURESPACE is a registered trade mark in the EU, UK and US.
ARIC is a registered trade mark in the EU and US.
The OUTSMART RISK Logo is a registered trade mark in the EU and UK. The OUTSMART RISK word mark is registered in the US.