FullStory NPS & Customer Reviews

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FullStory

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FullStory

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About FullStory's Brand

FullStory is a customer experience data app. Among its major competitors, FullStory is ranked in 4th place for NPS while ChurnZero is 1st, and Smartlook is 2nd.Their current valuation is $200.00M

Brand at a Glance

80%

Customer Loyalty

4.2/5

Product Quality

4/5

Pricing

3.9/5

Customer Service

FullStory Ranking

^#2 / 4 of its competitors

FullStory NPS

FullStory's Net Promoter Score (NPS) is a 50 with 66% Promoters, 18% Passives, and 16% Detractors. Net Promoter Score tracks whether FullStory's customers would recommend using the product based on a scale of -100 to 100.

FullStory Overall NPS

NPS

66%	Promoters
18%	Passives
16%	Detractors

FullStory NPS Trend

-100

-50

100

Summary	Date	Score
Aug 2020 56	Aug 2020	56
Oct 2020 54	Oct 2020	54
Nov 2020 52	Nov 2020	52
Feb 2021 54	Feb 2021	54
Mar 2021 51	Mar 2021	51
Nov 2021 46	Nov 2021	46
Dec 2021 45	Dec 2021	45
Jan 2022 47	Jan 2022	47
Aug 2023 49	Aug 2023	49

How Other Brands Compare

FullStory is ranked second for NPS among its competitors. ChurnZero and Gainsight come in first and third, with UserZoom coming in at #4. Among those competitors, it is the third most valued company behind Gainsight.

	FullStory	Gainsight	UserZoom	ChurnZero
Global Ranking	#-	#663	#-	#-
NPS	50	43	-84	79
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	Neutral	-
Valuation Updated every 24 hours for public companies	$200.00M	$500.00M	$100.00M	-

What is NPS

Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"

Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.

FullStory NPS by Usage

FullStory's NPS was rated 54 points by customers who have used FullStory's products/services for Less than 1 Year.

-100

-50

100

Summary	Usage	Score
Less than 1 Year 54	Less than 1 Year	54

FullStory NPS vs. Competitors

Compared to its competitors, FullStory's NPS is rated right above Gainsight, and is preceded by HotJar.

COMPANY		NPS Score
	ChurnZero	79
	Smartlook	69
	HotJar	61
	FullStory	50
	Gainsight	43
	Inspectlet	35
	ClientSuccess	N/A
	Push Technology	N/A
	UserZoom	-84

FullStory Customer Reviews

FullStory Customer Loyalty

80%

Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.

80% of FullStory users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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80%

20%

FullStory Customer Loyalty vs. Competitors

Compared to its competitors, FullStory's Customer Loyalty score is rated right above UserZoom, and is preceded by Gainsight.

COMPANY		Customer Loyalty Score
	Gainsight	85%
	FullStory	80%
	UserZoom	76%
	ChurnZero	N/A
	Smartlook	N/A
	HotJar	N/A
	Inspectlet	N/A
	ClientSuccess	N/A
	Push Technology	N/A

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FullStory Product Quality

4.2/5

FullStory has an overall Product Quality score of 4.2 out of 5 stars rated by its users and customers.

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FullStory Product Information

FullStory serves markets in the United States. FullStory supports Web devices and offers products for small, medium, and large sized businesses.

FullStory’s product quality score is a 4.2 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated FullStory's product the highest.

Website: http://www.fullstory.com

Company Size: 11-50 Employees

Industry

Tech

AdTech

Business Services

Ecommerce and Marketplaces

SaaS

Languages Supported

English

Product Type

Customer Experience Software

Heatmap Software

Quick Insights into FullStory Product Quality

FullStory's Product Quality score was rated highest by customers who have used FullStory's products/services for 2 to 5 Years, and rated lowest by customers who have used FullStory's products/services for Less than 1 Year.

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Ranked FullStory Product Quality the Highest

2 to 5 Years	4.8
Tech	4.7

Ranked FullStory Product Quality the Lowest

Less than 1 Year	4

FullStory Product Quality Score by Usage

FullStory's Product Quality score was rated the highest by customers who have used FullStory's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	4
1 to 2 Years	4.4
2 to 5 Years	4.8

FullStory Product Quality Score by Industry

FullStory's Product Quality score was rated 4.7 stars by Tech industry customers.

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Tech	4.7

FullStory Product Quality vs. Competitors

Compared to its competitors, FullStory's Product Quality score is rated right above UserZoom, and is preceded by HotJar.

COMPANY		Product Quality Score
	ChurnZero	4.5/5
	Smartlook	4.5/5
	HotJar	4.5/5
	FullStory	4.2/5
	UserZoom	4.2/5
	Gainsight	4.1/5
	Inspectlet	3.9/5
	ClientSuccess	N/A
	Push Technology	N/A

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FullStory Pricing

FullStory ROI & Value For Money

4/5

FullStory has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.

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FullStory Pricing Plans

FullStory has a pricing structure that accommodates small, medium, and large businesses. Starting from $849/month, FullStory uses a subscription model and offers the following: Professional: $849/month (billed annually) for 100,000 monthly sessions, 3 month retention, and 20 teammate seats. and Enterprise: custom pricing is available for enterprises. Contact FullStory for a custom pricing quote..

Who Uses FullStory?

Small Businesses

Medium Businesses

Large Enterprises

FullStory Pricing vs. Competitors

Compared to its competitors, FullStory's ROI score is rated right above Gainsight, and is preceded by UserZoom.

COMPANY		Pricing Score
	ChurnZero	4.5/5
	Smartlook	4.5/5
	HotJar	4.3/5
	UserZoom	4.2/5
	FullStory	4/5
	Gainsight	4/5
	Inspectlet	3.7/5
	ClientSuccess	N/A
	Push Technology	N/A

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FullStory Customer Satisfaction (CSAT)

FullStory Customer Satisfaction (CSAT) Score

83 / 100

FullStory has an overall Customer Satisfaction score of 83 rated by its users and customers.

Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"

Very Satisfied	67%
Satisfied	16%
Neither Satisfied nor Dissatisfied	17%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

67%

Satisfied

16%

Neither Satisfied nor Dissatisfied

17%

Dissatisfied

Very Dissatisfied

What is Customer Satisfaction (CSAT) Score

Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.

FullStory Customer Satisfaction vs. Competitors

Compared to its competitors, FullStory's Customer Satisfaction score is rated right above Gainsight, and is preceded by ChurnZero.

COMPANY		Customer Satisfaction (CSAT) Score
	ChurnZero	100%
	FullStory	83%
	Gainsight	72%
	UserZoom	67%
	Smartlook	0%
	HotJar	0%
	Inspectlet	0%
	ClientSuccess	0%
	Push Technology	0%

Unlock FullStory Customer Satisfaction vs. Competitors Data

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FullStory Customer Service

3.9/5

FullStory has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.

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About FullStory's Customer Service

Address

1745 Peachtree St NE, Atlanta, GA 30309

Website

http://www.fullstory.com

Phone Number

404-993-7977

FullStory Customer Service vs. Competitors

Compared to its competitors, FullStory's Customer Service score is rated right above Inspectlet, and is preceded by UserZoom.

COMPANY		Customer Service Score
	ChurnZero	5/5
	Smartlook	5/5
	HotJar	5/5
	Gainsight	4.2/5
	UserZoom	4/5
	FullStory	3.9/5
	Inspectlet	3.7/5
	ClientSuccess	N/A
	Push Technology	N/A

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FullStory as an Employer

3.7/5

FullStory has a 3.7/5 stars for its overall company culture rated by their employees

top

20%

CEO of FullStory

Scott Voigt

In the Top 20% of Similar Sized Companies on Comparably.

Consumer vs. Employees

FullStory scored a 50 for Net Promoter Score and a 36 for Employee Net Promoter Score. NPS gauges how likely a customer of FullStory would recommend the brand to a friend. ENPS measures how likely FullStory employees would recommend working at FullStory to a friend.

Net Promoter Score

NPS Score

66%	Promoters
18%	Passive
16%	Detractors

Employee Net Promoter Score

eNPS Score

65%	Promoters
6%	Passive
29%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail