Product News: AI enables intelligent semantic search and accelerates the use of large-scale data

Learn more
Product

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

NPS

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.

Brand content manager, Opendatasoft
More articles

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.

Copy to clipboard

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.

Copy to clipboard

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.

The quality of our solution

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

The quality of support

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.

The quality of interactions with the Opendatasoft team

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.
Copy to clipboard

The reliability and robustness of 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.

Ministère de l'Éducation logo
"Opendatasoft is committed to supporting the challenges of government departments with professionalism and investment. The product is up and running quickly, meets our standards and works well on a daily basis. Thanks to the platform and Opendatasoft’s competent, interesting and caring team, our institution should make much more progress this year."
French Ministry of Education

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.

Direction de l'Information Légale et Administrative (DILA) logo
We manage large datasets with large volumes of data and our sites are sometimes complex. Opendatasoft's SaaS platform is reliable and allows us to be more efficient in disseminating our data on a large scale in a range of formats. The teams are very reactive and listen to our requests to improve the platform.
Direction de l'Information Légale et Administrative (DILA)
Elia logo
Our goal is to offer our stakeholders accessible, quality and reusable data. Opendatasoft allows us to meet our ambitions, thanks to a very fast deployment, interoperability with our other solutions, its data hub and its advanced search functions. It is undoubtedly the leading solution on the market for democratizing data.
Elia

Ease of use

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.

Opendatasoft is an innovative, easy-to-use solution that meets all of our data sharing and reuse needs.
Major international energy company
Jersey City logo
The interface of the Opendatasoft platform is simple, easy to use and requires no technical knowledge to maintain.
Jersey City

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.

Peclet Technology logo
Opendatasoft is a solution that suits all types of profiles, including developers or users without technical expertise. The various resources and tutorials offered allow you to quickly build your skills and develop sophisticated data portals.
Peclet Technology

A solution oriented towards "uses" and a source of innovation

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.

Métropole d'Aix Marseille Provence
Opendatasoft is an easy to use tool, for administrators, contributors and users alike. The platform is very flexible in terms of configuration and accessibility. This was an essential criterion for us because in order to create truly relevant uses, we did not want the data to only be in the hands of experts.
Aix Marseille Provence Metropolis
UK Power Networks logo
Opendatasoft is the perfect platform to share data simply. The available functionalities allow us to give life to data in a few clicks. The learning curve is very fast and the Opendatasoft team is always very helpful.
UK Power Networks

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.

Birdz by Veolia logo
Opendatasoft is a complete, modular solution. The platform has allowed us to significantly reduce the time to create our "Dashboards as a Service" offerings and to industrialize them to meet the growing demand of our customers. It is now a full-fledged source of revenue for which we have very precise monitoring KPIs.
Birdz by Veolia
Ministère Des Sports logo
Opendatasoft meets all our requirements and allows us to build open government thanks to data. We work with its teams to co-create impactful data experiences and to define efficient management processes.
Ministry of Sports, Olympic and Paralympic Games

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.

EDF logo
Opendatasoft is a powerful and intuitive platform. New, interesting, and innovative features are regularly added to facilitate the creation of data experiences.
EDF

The quality of support and guidance

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

Opendatasoft’s teams are always available to help us find the best solutions to create impactful experiences. In addition to providing in-depth functionality, Opendatasoft offers collaboration and teamwork, which are very valuable elements.
EDP
Northern Powergrid logo
We received excellent service from the Support and Customer Success teams, which enabled us to deliver a very well-designed portal in record time!
Northern Powergrid

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.

Infrabel logo
The Opendatasoft platform evolves very quickly and is both easy to use and rich in features. Support is very available, responsive and allows us to progress faster. The "data community" type events organized by Customer Success Managers are interesting and very relevant to innovation in our sector.
Infrabel
Opendatasoft is a key component of our data infrastructure. The numerous functionalities and in-depth documentation allows us to carry out uses that are totally adapted to our needs and requirements. And above all, the team is fantastic, it’s very pleasant to work with them on a daily basis.
Bristol

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!

Articles on the same topic : Interviews Features Data democratization Company news

Learn more
How to set up a data marketplace in your organization Data self-service
How to set up a data marketplace in your organization

Setting up an internal data portal is crucial to centralize and democratize access to data securely. It is the foundation to drive transformation towards a true data-centric culture. Find out how to deploy one in this article.

Data governance vs data management: what are the main differences? Data Trends
Data governance vs data management: what are the main differences?

To maximize the value of their data, organizations need to focus on both data governance and data management. What are the differences between them and how do they work together? Our blog explains more.

Transforming banking operations with data portals Banking & Insurance
Transforming banking operations with data portals

Embracing data at scale enables banks to digitize their operations and improve efficiency, increase productivity, better manage risk and meet regulatory compliance needs. We explain how data portals are central to effective data sharing across banks and their operations.

How to set up a data marketplace in your organization Data self-service
How to set up a data marketplace in your organization

Setting up an internal data portal is crucial to centralize and democratize access to data securely. It is the foundation to drive transformation towards a true data-centric culture. Find out how to deploy one in this article.

Data governance vs data management: what are the main differences? Data Trends
Data governance vs data management: what are the main differences?

To maximize the value of their data, organizations need to focus on both data governance and data management. What are the differences between them and how do they work together? Our blog explains more.

Transforming banking operations with data portals Banking & Insurance
Transforming banking operations with data portals

Embracing data at scale enables banks to digitize their operations and improve efficiency, increase productivity, better manage risk and meet regulatory compliance needs. We explain how data portals are central to effective data sharing across banks and their operations.