8 Business Benefits of Adopting DevOps

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Customer Satisfaction

Customers' satisfaction is closely related to the customer experience, and it also seems to be positively affected by adopting DevOps practices. In the CA Technologies study, they quantified customer satisfaction based on a metric known as the Net Promoter Score (NPS). In simple terms, to calculate an NPS you ask customers "On a scale of 1 to 10, how likely is it that you will recommend our product to someone else?" If they answer 9 or 10, they are considered "promoters;" if they answer 0-6, they are considered "detractors." Organizations then subtract their percentage of detractors from their percentage of promoters to determine their NPS.

In most industries, an NPS in the 30s or 40s is good or very good, and an NPS in the 50s or 60s is pretty amazing. CA found that on average, organizations saw a 45 percent improvement in their NPS score after adopting DevOps. Considering that a 45 percent improvement could take you from an NPS of 40 to an NPS of 58, that's a very significant improvement.

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