What did we learn from the feedback?

At EWQ, customer experience is at the heart of everything we do. That’s why we regularly measure our Net Promoter Score (NPS), which indicates how likely our customers are to recommend us to others. NPS is an internationally recognized metric that provides valuable insights into customer satisfaction and loyalty. It shows us where we succeed and where we can improve.

This year, our NPS score across the Nordic countries was 19. This is a clearly positive result, showing that our customers appreciate our services. It places us at a strong level compared to many Nordic industries and gives us a solid foundation to continue improving and strengthening the customer experience.

“The latest NPS survey results delighted us! Our customers especially value our fast and friendly customer service, as well as the ease of use and clarity of our products. We received plenty of praise for the functionality and features of our services, which confirms that we are on the right track,” says Priska Spring, EWQ’s Customer Support Team Lead.

Of course, some areas for improvement also emerged, and we take them seriously. We are committed to continuous development to make the customer experience as smooth and reliable as possible. We focus on ensuring our services are easily accessible and that we address customer needs quickly and efficiently. In addition, we are improving the reliability of our products and customer communication so that information reaches the right people at the right time and supports our customers’ daily operations in the best possible way.

Together for a good cause

We want to thank every customer who participated in the survey. Every response was valuable—not only to us but also to an important cause. For each NPS response, we donated to the Pink Ribbon campaign, and thanks to our customers’ engagement, the donation reached 1,000€.

The Pink Ribbon campaign is Finland’s largest fundraising effort to beat cancer. Donations support Finnish cancer research and help those affected by cancer and their loved ones. We are proud to have joined forces with our customers to support this vital work.