A tremendous thank you to everyone who shared feedback in our latest Net Promoter Score (NPS) survey. We achieved an NPS of +89, our strongest result ever.
This result reflects the satisfaction of the customers we’ve partnered with over the last six months. It also highlights where we’re creating value and where we can improve.Understanding NPS
The Net Promoter Score (NPS) is a recognised method to assess customer loyalty. It is based on one key question:
How likely are you to recommend Zooma to a friend or colleague?
Responses are rated from 0 to 10 and grouped into three categories:
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Promoters (9–10): Loyal customers who will likely recommend us.
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Passives (7–8): Satisfied but not actively recommending.
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Detractors (0–6): Customers who are less satisfied and unlikely to recommend.
Subtracting the percentage of detractors from the percentage of promoters results in a score between -100 and +100. A result above +70 is considered excellent, and reaching +89, as we did in Zooma, indicates strong customer support.
What customers shared
The comments from this survey emphasise the importance of clear communication, reliable delivery, and teamwork. Some of the feedback we received includes:
'I have a very trusting relationship with the Zooma team and always have the feeling that they really care about our success, but also on a personal level. In addition, they deliver great work.'
I gave my score because Zooma consistently delivers high-quality strategic support, is proactive in their communication, and truly understands our business needs. Their professionalism and reliability make them a trusted long-term partner.'
I rate you 10 out of 10 for your ongoing professionalism and constant curiosity about what comes next, as well as how this benefits your clients.
Your feedback helps us stay focused on what matters most: partnership, quality, and continuous improvement.
Our NPS journey
Since 2018, we have been tracking NPS to understand and strengthen customer relationships. Over the years, our results have been consistently strong, reflecting the progress we have made together with our customers. Reaching +89 marks a new milestone and reminds us that listening to customers encourages improvement and long-term trust.
Looking ahead
We are grateful to everyone who participated. Your feedback continues to guide our efforts and help us achieve better results for each partnership. Thank you for your trust, collaboration, and ongoing support. Together, we will keep finding better ways of working.
The results from this year’s internal NPS will be published soon. Subscribe to the Bulletin to be notified when they’re released.
If your company hasn’t shared its NPS results yet, it might be worth considering. This article explores a few good reasons to make your NPS public.
