As consumers, there’s something about great customer experience stories that are so captivating – don’t you agree?
It’s probably because they act as a reminder that there are still companies out there who actually give a damn about their customers.
While you’ll come across plenty of brands that claim to put you first, the truth is not many deliver on that promise.
However, that certainly doesn’t seem to be the case with this SaaS provider who went the extra mile to give their customers what they expected.
One Simple Question, Thousands of Responses!
PureVPN is one of the most renowned names in the commercial VPN industry with a growing family of more than 3 million active users.
The service, which has been operating since 2007, provides a suite of features and premium add-ons to enhance users’ online security, privacy, and accessibility.
At the end of 2017, the CEO of PureVPN realized that the only way to improve customer experience was to actively ask for feedback.
And so they did, by sending out emails to more than a million of their users asking a straightforward question:
“What should we do to make PureVPN even better?”
Over the next few days, thousands of responses were collected which the CEO himself went through – it took him a whopping 43 days to do so!
Using Customer Feedback to Drive Success
After spending another 3 weeks to create a plan of action, the VPN provider devoted all its time and resources to accommodating its users’ suggestions.
As such, it shouldn’t come as a surprise really that PureVPN was able to achieve these amazing feats in 2018:
First GDPR Compliant VPN Service
Partnership with Bugcrowd
PureVPN partnered with the #1 crowdsourced security platform, Bugcrowd, and initiated a bug bounty program. More than 90,000+ ethical hackers were invited to put their VPN apps to the test and report any major security flaws. Surprisingly, the program came to an end with a few minor bugs reported.
Firm Endorsement for its Fast Speed & Performance
PureVPN claims to be one of the fastest VPNs around, but has always drawn criticism due to the lack of endorsement. To put an end to this once and for all, the VPN service partnered with AV-Test GmbH, a renowned auditing firm.
Their professionals not only completely endorsed PureVPN’s claims of providing enhanced speed and performance, but also brought other amazing findings to light such as uninterrupted 4K streaming.
Extended their Money Back Guarantee
Demonstrating confidence in their level of service, PureVPN extended its money back guarantee from 7 days to 31 – an industry-first! This meant that a refund within 31 days of the purchase was now possible, which went a long way in strengthening customers’ trust in PureVPN.
Improvements to Overall Network Infrastructure
PureVPN gave users the freedom to connect through NAT’d or Non-NAT’d servers, depending on their anonymity and accessibility needs. Furthermore, they expanded their VPN network from 700+ servers and 88,000+ IPs to 2,000 servers and 300,000 IPs, making it one of the largest in the industry.
Addition of New Features
A plethora of features were also introduced to the VPN service, such as Port Forwarding, Quick Connect, and not to mention, a completely overhauled Internet Kill Switch. IKEv2 and OpenVPN supported was added for Android and Mac respectively.
Support for More Blocked Channels
Since the vast majority of PureVPN users consists of streamers who want to access geo-restricted content, the VPN service also increased its support for blocked channels up to 70! It also brought its Popular Channels feature from the Chrome and Firefox extensions to its easy-to-use apps.
Want to make lasting relationships with your customers? Do what PureVPN did i.e. going above and beyond your users’ expectations to deliver a product and experience that satisfies their needs.