Customer satisfaction is extremely important to us. So important, in fact, that we systematically measure it after every project using the Net Promoter Score (NPS). In 2023, our Net Promoter Score was 77. In 2024, we increased the NPS to 91.
But what exactly is the Net Promoter Score? And what do the numbers tell us? And what does it mean to our customers? That’s what this article is all about.
What is the Net Promoter Score (NPS)?
The NPS is a globally recognized metric that measures customer satisfaction and loyalty (source). It was developed by Bain & Company and is based on a simple question. How likely is it that you would recommend us to a colleague?
The score divides responses into three categories:
- Promoters: Enthusiastic advocates who rate 9 or 10.
- Passives: Satisfied but less engaged customers who rate 7 or 8.
- Detractors: Dissatisfied customers who rate 6 or less.
The NPS, which ranges from -100 to +100, is ultimately calculated from all responses. According to Bain & Company, an NPS above 0 is considered good for all industries. Above 50, the NPS is excellent and above 70, it is world class (source).
With 77 (2023) and 91 (2024) we were able to place ourselves twice in the “world class” range. There were no “detractors” in either year. We are very proud of that. How did we do it?
How do you make sure your customers are happy every time? Here are 10 reasons.
For us, a focus on customer satisfaction runs through everything. Here are 10 things that are especially important to us:
- Before the project: Even before a (possible) project, we talk intensively about needs and goals. This is also where we decide whether we can really help. Only if we can, do we make an offer. Otherwise, we communicate clearly and refer to partners.
- Before the project 2: We discuss every offer personally. This is how we ensure that the right project is planned. One of our most important questions: Imagine we are at the end of the project. What would have to happen for you to say, “That was an outstanding project!”?
- Project kick-off: Our projects start with a structured kick-off. In addition to handing over the topic, we also determine who will be informed about which results. We also identify the people who will give approval on the client side and discuss crisis communication, just in case.
- A fixed schedule: We stick to the agreed schedule throughout the project. We do not make changes on our end. We clearly communicate where we can and cannot be flexible with delays. That way, everyone knows what will happen when.
- Pragmatic focus on project goals: We keep the project focused on the goals. The result is exactly what was discussed and agreed upon at the beginning. We try to be as straightforward and pragmatic as possible.
- We communicate and think along: It is important to us that we do not passively receive and execute tasks. We actively think along, make suggestions and share our experiences.
- Fixed processes: Our approach is not a matter of luck, but the result of clear processes. This ensures that project goals can be achieved in a repeatable manner. We actively improve our processes, including through external audits (ISO 13485 and ISO 27001).
- Measuring customer satisfaction: We mentioned the NPS at the beginning. However, we also ask for improvement opportunities. This allows us to systematically improve.
- People-oriented people: When selecting our team, we make sure that we do not hire experts who want to be celebrated. We hire experts who see themselves as part of the (project) team and prefer the best solution.
- Continuous training: We invest a lot of time in training our experts. In addition to technical expertise, the focus is on communication. This is how we ensure that the technical expertise is applied to the project.
These 10 points show that customer satisfaction is no accident. It is the result of a clearly structured and repeatable process. But what exactly is excellent customer satisfaction?
What does excellent customer satisfaction mean?
In medical technology, projects are often complex and a lot depends on the cooperation. We’re aware of this responsibility – whether in design, software development or usability testing. But how do we demonstrate that we are living up to this responsibility?
As a service provider, you face the challenge that the results of your work are often not fully visible until the end of a project. Unlike a physical product, there is no “demo” or something tangible to convince you in advance. Still, as a customer, you want to choose the right partner.
Excellent customer satisfaction provides that assurance on several levels:
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- Assurance that the results are right: Customers are only satisfied when they get the results they want. Excellent customer satisfaction gives you the assurance that this will be the case with your own project.
- Assurance that the collaboration will be smooth and enjoyable: It is not only the results that count, but also how we achieve them together. Outstanding customer satisfaction means that people enjoy working together. We see ourselves as a partner who brings expertise, but also heart and humor to drive projects forward.
- Assurance that we are focused on the common goal: Unexpected situations often arise during new developments or complex projects. When customers are extremely satisfied, it shows that we are all focused on the common goal. We do everything we can to find pragmatic solutions.
Bottom line
As we wrote in the title, excellent customer satisfaction is hard work. It is the result of commitment, clear communication and the will to always find the best solution for the customer.
For us at Custom Medical, customer satisfaction means not only successfully completing a project, but also building a long-term partnership. This enables our customers to achieve great things with us – and have fun doing it.
At the end of this blog post, we let our customers speak for themselves. Take a look at our case studies – many with video testimonials.
