In this edition of The Transcript, we’re digging into the voice of the customer (VoC) on the portfolio of a big shot of software investing: Insight Partners. Yardstiq is powered by CB Insights.
If you’re evaluating cloud security providers, we’ve got a new RFP Vendor Shortlist to show you who to invite to your RFP based on who your peers have evaluated.
But first…
Do you ever wish you knew what people were saying about you?
Companies do too. And so do their investors.
Understanding the voice of the customer, VoC, is key.
VoC illuminates customer preferences, expectations, and satisfaction. It helps drive product innovation, helps sales teams win more deals, illuminates competitive dynamics, uncovers new opportunities, and more.
So today, we’re digging into the VoC on the portfolio of a big shot of software investing: Insight Partners.
Founded in 1995, Insight has backed over 600 companies. You can see which investments landed it on our list of the best VC bets of all time here.
In February 2022, Insight raised a mega $20B fund to bring its total assets under management to $90B.
Here’s a snapshot of the firm’s recent activity on its CB Insights profile:
We mined Yardstiq’s interviews with software buyers and analyzed transcripts on over 50 of its portfolio companies.
Below, we highlight the top 5 and bottom 5 from a customer satisfaction (CSAT) perspective. After that, we share customer quotes for select companies.
For customers with access to Yardstiq, you can click the links and they’ll take you directly to the transcripts in the platform.
Top 5 CSAT companies in the Insight portfolio are:
- OwnBackup (10/10)
- SafetyCulture (10/10)
- Tulip (10/10)
- Viz.ai (9.5/10)
- nfinite (9.5/10)
Bottom 5 CSAT scores in the Insight portfolio are:
- Project44 (7/10)
- Papaya Global (7/10)
- Honeycomb (7.5/10)
- Jellyfish (7.5/10)
- LaunchDarkly (7.5/10)
First, let’s take a look at a couple of the high CSAT score winners.
500% increase in spend (woah)
Here’s what customers are saying about OwnBackup (CSAT: 10/10 | valuation: $3.35B as of August ‘21) which offers a SaaS data protection platform.
Ownbackup
I’m very satisfied…I think when I first started as a customer with them, they were like 100 people. Now they’re close to 1,000, and they have continued to evolve their product, and they’ve acquired other organizations that bring complementary tools that I fully intend on adopting in the long term, like 5-year plan…I would expect our annual spend with them to increase at least 500% over the next 5 years. — Senior IT Technologist, Fortune Global 500 company
Access OwnBackup’s customer interview transcripts here.
Putting in those Sunday hours
SafetyCulture (CSAT: 10/10 | valuation: $1.6B as of May ‘21), which offers worker safety software, has happy customers.
Safteyculture
So far, I’ll give the SafetyCulture solution a 10, and the reason that I say that is because any time that we’ve had an issue…they’re very attentive, meaning that I had to work on a Sunday troubleshooting some stuff. They were there all day working with us. I feel that the product itself is supported by a great team that we work with over there. — Senior Analyst, North American airline
Access SafetyCulture’s customer interview transcripts here.
To read the other high CSAT company transcripts, here are Tulip’s, Viz.ai’s, and nfinite’s.
And here’s what customers are saying about the lower CSAT companies.
Kinda good, kinda not so good
Here’s what customers are saying about Project44 (CSAT: 7/10 | valuation: $2.7B as of September ‘22), which offers a supply chain visibility platform.
Project44
I would say satisfied, not extremely satisfied, but I would say I’m satisfied. It does what we expect it to. I just wish — if more of our shipments could be tracked that can’t be seen today just for various reasons, like that’s the biggest piece of it. There’s some rating that doesn’t always work with some of the providers. I don’t necessarily know that it’s a Project44 issue, but it’s not perfect. — Senior Manager, Transportation at Global manufacturing group
Access Project44’s customer interview transcripts here.
Renewing with a touch of doubt?
Here’s what customers are saying about Papaya Global (CSAT: 7/10 | valuation: $3.7B as of September ‘21), which offers a global people & payroll platform.
Papaya global
So currently, at this minute, I would say that we would probably not renew. If I were to take the emotion out a bit and think about what we need from Papaya and what we are getting from Papaya, it would be that we would likely renew. But we would have to continue to do some due diligence on what else is out there, how other providers handle the scale, the complexity of the locations that we are trying to enter into and knowing a bit more around the questions that we need to get resolved from the tactical implementation. We would sort of do the second or third round evaluation or due diligence. So I would lean towards renewing, but with a bit of skepticism. — Director, Talent Intelligence, $1B+ market cap software company
To see how Papaya Global stacks up against Velocity Global, Deel, and Remote, check out our Global Employment Vendor Scorecard.
Access Papaya Global’s customer interview transcripts here.
To read the other low CSAT company transcripts, here are Honeycomb’s, Jellyfish’s, and LaunchDarkly’s.
RSVP a la RFP
Which vendors should you invite to your requests for proposal (RFP)?
If you’re evaluating cloud security providers, this RFP Vendor Shortlist will tell you who to invite to your RFPs and vendor evaluations based on who your peers are inviting.
Download the free 1-pager here.
