Reaching a customer-centric milestone.
At the beginning of this year we unveiled the brand new Linkdex platform. With an all new reporting suite, more in-depth and powerful data, and a completely revamped, modern user interface, the changes have meant a much improved, more powerful and optimised experience for our users.
The new platform is both the result of the drive and vision that we’ve been nurturing in the business for years — and truly, the market-leading SEO platform we’ve always known it could be. We know this, because we commissioned customer surveys both before and after the launch of the new platform, and the results have shown that for our customers, on key metrics such as platform engagement, account management, service, and brand advocacy, we’re not only reaching new milestones, but outperforming our competitors often by significant margins.
We achieved this by being much more customer-centric, working with our clients and users to define how and where we should improve the Linkdex platform and experience. In the SEO space, we’re continually on a mission is to be the platform of choice for all SEO professionals, and meeting the needs and requirements of our clients and users means not just playing catchup, but working in partnership with our clients and users.
It’s already made an impact from a business perspective. Our 2016 Q1 results have shown that since the launch of the new platform, we seen record sales, recorded more demos, trials, and onboarded and trained more users across than ever before.
Listening to our customers.
“Version two” (as we’ve known it unofficially within the company) has not just a product of our internal business machine. The new platform was developed in collaboration with our clients and users. Over several months, we’ve introduced focus groups, organized beta testing, and conducted surveys in partnership with BrandHook to take on feedback of our users experiences of the platform. We did this, with the intention that the way we develop our product should revolve around a much more customer-centric approach wherein our users, especially those that use Linkdex for their day-to-day, have a meaningful say as to which areas are prioritised and improved in the next iteration of the product.
As outlined on the BrankHook blog, the survey sought to access:
- How do you view Linkdex today and where should Linkdex be in the future?
- What do you know about your current customer and what do you need to know?
- What are the internal barriers that Linkdex needs to overcome and what external forces does Linkdex need to recognise?
- What point of difference does Linkdex have in the competitive market and why is that important to customers?
Our new platform has, essentially, been built for and with our clients. Developing this process has been a significant step in the Linkdex journey, and no easy feat — but the results, as we will come to explain, have been exceptional.
To gauge the reception of the new and improved platform, we conducted a second survey with BrandHook in 2016. What we found was that on a number of key metrics and use cases, engagement and user sentiment have improved right across the board. In notable areas, such as feature usage for tasks or tag analysis, the level of engagement has increased significantly, and this is a testament of a much improved and more complete user experience.
In fact, the areas of improvement — according to our sample of survey respondents, who ranged from current clients to users of competitor SEO products — were both numerous and broad, and this is as much an achievement of our clients and partners as it is ours.
On that token, here are some of the highlights of the 2016 BrandHook survey, which in effect is also a record of the vast changes and improvements that have taken effect in the platform, and the company, in recent months.
1) Net Promoter Score remains positive, and significantly better than competitor SEO solutions on metrics measuring satisfaction, advocacy, and sentiment.
Linkdex have maintained a positive Net Promoter Score, which is metric measured as a difference between Promoters and detractors. As BrankHook state on their blog: “a positive NPS is not only a phenomenal accomplishment ([…] Bank of America is ‑24 in the US and Netflix in the UK rated +13) but an opportunity to harness the advocates.”
Especially amongst frequent users, namely those who have either used Linkdex for more than a year, or those who use Linkdex at least once a week, the proportion of advocates is at +12 percentage points.
Retaining a positive NPS score across a period representing the better part of a year, singles out Linkdex amongst competitor SEO solutions who return negative NPS, having both a lower percentage of promoters and a higher percentage of detractors.
The overall takeaways from Linkdex’s 2016 NPS should highlight a reduction in the percentage of detractors, and a resultant increase in the proportion of users who are either satisfied overall with the platform, or likely to promote or act as advocates for the brand.
As a final positive note, the amount of users who stated that they would be using Linkdex more in the next 12 months increased from 41 to 58 percent (a metric accompanied with a resultant decrease in the same metric for competitor SEO platforms), indicating a very positive future for the company.
2) Engagement across the board, and regularity of use around the the platform, has markedly increased.
One of the most positive findings we discovered in the post new-version survey results was a marked increase in engagement and regularity of use around the platform. The number of users stating that they use Linkdex everyday increased from 28 to 32 percent in the Wave 2 results, but greater still was the increase in the number of users stating they use Linkdex several times a week, which increased from 26 to 39 percent.
In fact, usage for each and every feature of the Linkdex platform experience positive uplift, including major features such as Rank Tracking (up from 91 to 98 percent), and Visibility (up from 87 to 97 percent). In particular, usage for lesser used features is now significantly higher, especially in the case of Tasks (up from 43 to 68 percent) and Tag / Group Analysis (up from 64 to 87 percent).
These findings are likely a testament to a much improved, interlinked and user friendly user experience, wherein users are discovering and making greater use of the full scope of our platform.
3) Exceptional account management and support
It’s worth noting at this point that Linkdex has never been singularly a software platform. Integral to our USP has been an account management team that supports and enables our clients to experience and get the most out of the full breadth of the platform’s features.
According to the BrandHook survey results, Linkdex’s account management team consistently performed above industry expectations, and notably so above that of our competitors.
In fact Linkdex maintain the highest score for account management in comparison to equivalent scores for our competitors, with the BrandHook survey results showing we continue to provide the best account management service in the industry.
Future Growth and Development
The overwhelming takeaways from the rollout of the new platform, and the BrandHook survey results confirm the successes we’ve had working with clients and partners in developing Linkdex to be the best-in-class SEO platform, supported by the best-in-class account management team and service.
It’s already made an impact from a business perspective. Our 2016 Q1 results have shown that since the launch of the new platform, we seen record sales, recorded more demos and trials, and onboarded and trained more users across than ever before.
And this is just beginning. Ahead of us, we have the most exciting development roadmap in Linkdex history, with the new platform ensuring we can rollout these new features in record time.
For our part, Linkdex will continue to strive to provide an exceptional user experience, increasingly built and developed for, and in partnership with our clients and users.
Find out how you can benefit from Linkdex’s new features by requesting a demonstration below.