Outstanding results from Ensto’s Customer Satisfaction Survey 2022
We are proud that our customers highly appreciate cooperation with us.
According to Ensto’s strategy, we want to become a leading expert for Distribution System Operators in selected segments. In order to evaluate how this target is seen among our customers at the moment, as well as to find out how we can develop ourselves to meet this goal, we conducted a customer satisfaction survey.
The survey was conducted in February in Finland, Norway, Sweden, France, Poland, the UK, Ireland, India, and Russia. Our partner in this project was a Swedish company Zondera.
We can be proud of how Ensto is seen in the eyes of our customers. The overall Customer Satisfaction Index (CSI) amounted to 81/100, reaching top scores in such areas as Employees (86/100) which evaluates how well we serve our customers, and Ensto as a supplier/Company image (85/100) related to overall perception of our company. Moreover, those two factors have the biggest influence on customer satisfaction, so thanks to our people and company image we have been able to create really strong relationships with our customers. It must be underlined that every note above 66 is regarded as a positive result.
Our customers are eager to recommend Ensto
How likely would you recommend Ensto to your colleague or friend? was a question of customer loyalty which assessed from 0 to 10 the sentiment towards Ensto among our customers. It seems that Ensto has lot of ambassadors (61%) who ranked 9 and 10, and a very small percentage of critics (8%), who gave notes from 0 to 6. As a result, the Net Promoter Score (NPS), calculated on the basis of those two values, was rated highly, and it reached the excellent level of 53 (scale -100 to +100). This in line with our company’s targets.
We wanted to hear more customers' voice, that is why we included also a couple of open questions, asking how Ensto differs from others, what we can improve and what are their future plans. In general, we have gathered a lot of positive feedback, but also a great number of specific improvement ideas that will be investigated country by country.
In customers’ minds Ensto is seen as a reliable, forward-looking, innovative partner that has competent employees, who knows well customers' pain points and provides good customer service. Furthermore, our customers value highly the performance of our deliveries and the way we handle both reclamations and returns.
We strongly appreciate our customers’ effort to take part in the survey and share their opinions with us. We promise to utilize all the feedback to make the cooperation even more successful.