Nasdaq Governance Solutions Support Team

Nasdaq is a global technology company serving the capital markets and other industries. Our diverse offering of data, analytics, software and services enables clients to optimize and execute their business vision with confidence.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

At Nasdaq Governance Solutions, our mission is to help boards and leadership teams collaborate and make decisions with confidence. Through our flagship product, Nasdaq Boardvantage, we deliver secure, intuitive tools for meeting management, surveys, voting, and communication. What sets us apart isn't just our technology, it's our people. Every client has access to our 24/7 support team and a dedicated account manager, ensuring questions are answered and needs are met promptly. We believe that when our employees are engaged and empowered, they take great care of our customers. By investing in our team's growth and fostering a culture of innovation, we've built lasting relationships with our clients and consistently delivered solutions that keep us moving forward as an industry leader.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Over the past year, our team has delivered a series of impactful achievements that reflect our commitment to client success and operational excellence:

• Launched a comprehensive review process in partnership with Product Development, allowing us to closely monitor usage trends, identify client pain points, and proactively address feature requests
• Hosted monthly "Feature Focus Sessions" webinars, which have become a staple for our clients. These sessions consistently attract over 150 live attendees and provide valuable insights to help users maximize the platform's value
• Achieved our highest cumulative Net Promoter Score (NPS) of 55.8 since tracking began, reflecting our ongoing focus on customer satisfaction and loyalty
• Maintained a customer satisfaction rating of 4.85 out of 5 for the third year in a row
• Answered more than 99% of support calls in under two minutes, underscoring our dedication to responsiveness and reliability
• Sustained high engagement in Employee Pulse Surveys
• Particularly for a sense of belonging, manager engagement and career opportunities
• Implemented AI tools into our CRM and phone systems, boosting efficiency and enhancing our ability to capture and analyze support trends
• Upgraded security options for clients, including Single Sign-On (SSO), Passkeys, and enhanced Multi-Factor Authentication (MFA), reinforcing our commitment to data protection and client trust

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Our achievements stand out because we put our clients at the center of everything we do and never stop looking for ways to innovate. We've been early adopters of AI, rolling out tools that help clients prepare for meetings by summarizing materials-a feature that's quickly becoming essential in our industry. Our mature Net Promoter Score (NPS) program, running since 2017, gives us valuable insights and drives weekly outreach to address concerns and plan for the future. This commitment has helped us steadily increase our customer satisfaction scores and maintain a retention rate above 90% globally, year after year.

We don't just benchmark ourselves against competitors; we set our own high standards and strive to exceed them. In direct comparisons, we've won more than half of our deals against our biggest competitor in the US, and many new clients come to us through referrals from satisfied users. Our approach combines cutting-edge technology with a personal touch, ensuring that every client feels supported and valued.

What truly sets us apart is our ability to anticipate client needs and respond proactively, whether it's through rapid support, ongoing product improvements, or enhanced security measures. By listening closely to feedback and acting on it, we've built a reputation for delivering not just a product, but a true partnership that helps boards succeed. You can see for yourself what some of our customers have to say about the team in our supporting document.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Our culture of improvement relies upon analyzing the data regarding usage of the product, customer support surveys, in-product surveys, and support trends. We can then continue to benchmark ourselves on the same KPIs as we make adjustments to ensure we're trending in the right direction for our customers. What is not shared here are the various PowerBI dashboard we've built over the past couple of years that we use to track the product usage/support trends that help us prioritize bug fixes/innovations.

The year-over-year NPS data on slide 2 is a testament to the fact that we have pushed our sentiment higher and we are very proud that every single year we hit new records on the total cumulative NPS score.

Slide 3 highlights the CSAT scores by customer region and we're proud to wrap another year at our benchmark of 4.85/5.

Slide 4 highlights that despite growth in inbound calls we are able to achieve even higher timeliness to answer.

Slide 6 and 7 highlight employee engagement with overall engagement remaining in the high 80s (company benchmark is 82%).

The data presented in these slides don't all live in their own silos--When reviewing these data points we always aim to ensure that we achieve a great balance between timeliness, customer satisfaction, and employee happiness. We've found that when one of these areas dips we can expect to see a decline in the others.

Slide 8 shows just a small sampling of real customer testimonials we received this year.