Our highest NPS yet, thanks to our customers

Nov 5, 2025 | 3 min

2:58

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:

Promoters (9–10): Loyal customers who will likely recommend us.
Passives (7–8): Satisfied but not actively recommending.
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.

#news #nps

Anders Björklund

Anders Björklund is the founder and CEO of Zooma. Since starting the agency in 2001, he has helped shape Zooma into a partner that advises, produces and drives ambitious B2B companies forward. Over the years, Anders has worked with hundreds of companies, helping them become more digital and more effective online. He focuses on connecting business strategy with practical execution, turning complex offers into clear communication that works. A large part of his day-to-day involves working with our customers' sales teams and leaders to boost their knowledge and effectiveness. He's known for his inquisitive nature and for asking a lot of questions (often the uncomfortable but necessary ones). He's also a sports fanatic — and of course, a dedicated GAIS supporter.

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