Our customers’ 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, we had a Net Promoter Score of 77. In 2024, we were able to increase our NPS to 91.
But what exactly is the Net Promoter Score? What do the numbers tell us? And what does this mean for our customers? That’s exactly what this post is all about.
What is the Net Promoter Score (NPS)?
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 are you to recommend us to a colleague?
In the analysis, the responses are divided into three categories:
- Promoters: Enthusiastic supporters who give a rating of 9 or 10.
- Passive: Satisfied but less engaged customers who rate the experience a 7 or 8.
- Critics: Dissatisfied customers who give a rating of 6 or lower.
The NPS is ultimately calculated based on all responses and ranges from -100 to +100. According to Bain & Company, an NPS above 0 is considered good for all industries. An NPS above 50 is excellent, and above 70 is world-class (source).
With scores of 77 (2023) and 91 (2024), we were able to place in the “world-class” category twice. There were no “critics” in either year. We’re really proud of that. How did we do it?
How can you ensure that customers are satisfied every time? Here are 10 reasons.
For us, customer satisfaction is at the heart of everything we do. Here are 10 points that are particularly important to us:
- Before the Project: Even before a (potential) project begins, we discuss the needs and goals in detail. This is also when we determine whether we can truly be of help. We’ll only make an offer if we can. Otherwise, we communicate clearly and refer clients to partners.
- Before Project 2: We discuss every proposal in person. This is how we ensure that exactly the right project is planned. One of our most important questions is: Imagine we’ve reached the end of the project. What needs to have happened for you to say, “That was an outstanding project!”?
- Project Kickoff: Our projects begin with a structured kickoff meeting. In addition to the project handoff, we use this meeting to determine, among other things, who will be informed about which results. We also identify the individuals on the client side who are authorized to approve deliverables and discuss crisis communication plans just in case.
- A Fixed Schedule: For us, the agreed-upon schedule remains fixed throughout the entire project. We won’t make any changes on our end. Conversely, we’ll let you know where we can be flexible in response to delays and where we can’t. That way, everyone knows what’s happening and when.
- A pragmatic focus on project goals: We consistently align the project with the goals. The result is exactly what was discussed and agreed upon at the outset. We strive to keep the process as straightforward and pragmatic as possible.
- We communicate directly and contribute our ideas: It’s important to us that we don’t just passively receive and carry out tasks. We actively contribute our ideas, make suggestions, and share our experience.
- Well-Defined Processes: Our approach is not left to chance but is the result of clear processes. This ensures that project goals can be achieved consistently. We actively improve our processes—including through external audits (ISO 13485 and ISO 27001).
- Customer Satisfaction Survey: We mentioned the NPS at the beginning. At the same time, we also ask about opportunities for improvement. This allows us to systematically get better and better.
- People-oriented individuals: When selecting team members, we make sure not to hire experts who are looking for praise. We hire experts who see themselves as part of the (project) team and prioritize finding the best solution.
- Ongoing Professional Development: We invest a great deal of time in the professional development of our experts. In addition to technical expertise, we place particular emphasis on communication. This ensures that our technical expertise is effectively applied to the project.
These 10 points show that customer satisfaction is no accident for us. It is the result of a clearly structured and repeatable process. But what exactly defines outstanding customer satisfaction?
What does outstanding customer satisfaction mean?
In medical technology, projects are often complex, and a great deal depends on collaboration. We are aware of this responsibility—whether in design, software development, or usability testing. But how can we demonstrate that we are living up to this responsibility?
As a service provider, you face the challenge that the results of your work often don’t become fully apparent until the end of a project. Unlike with a physical product, there’s no “demo” or tangible item available in advance to convince you. Nevertheless, as a client, you want to choose the right partner.
Outstanding customer satisfaction provides precisely this sense of security—on various levels:
- Confidence that the results are accurate: Customers are only satisfied when the desired result is achieved. Outstanding customer satisfaction provides the assurance that this will also be the case for your own project.
- Ensuring that our collaboration is smooth and enjoyable: It’s not just the results that matter—it’s also how we get there together. Outstanding customer satisfaction means that our clients enjoyed working with us. We see ourselves as a partner who brings expertise to the table but also drives projects forward with passion and a sense of humor.
- Ensuring that the focus remains on our shared goal: Unexpected situations often arise during new developments or complex projects. When customers are exceptionally satisfied, it shows that we’re staying focused on our shared goal. We do everything we can to find pragmatic solutions.
Conclusion
As we mentioned in the title: achieving outstanding customer satisfaction takes hard work. It results from dedication, clear communication, and the determination to always find the best solution for the customer.
For us at Custom Medical, customer satisfaction means more than just successfully completing a project—it means building a long-term partnership. That way, our customers achieve great things with us—and have fun doing it, too.
To round things off, we’ll let our customers have their say. Here you can take a look at our case studies—many of which include video testimonials.
