We've just wrapped up our annual customer Net Promoter Score (NPS) survey, and we're proud to share that Zooma achieved a score of +72 for the first half of 2025.
This result reflects the loyalty and satisfaction of the customers we've partnered with over the last 12 months. It also highlights where we're creating value and where we can improve.What is NPS, and why do we use it
The NPS (Net Promoter Score) is a trusted method for measuring customer loyalty. At its core is one straightforward question:
'How likely are you to recommend Zooma to a friend or colleague?'
The responses are rated from 0 to 10 and fall into three categories:
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Promoters (9–10): Enthusiastic supporters who are highly likely to recommend.
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Passives (7–8): Satisfied but not likely to actively recommend.
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Detractors (0–6): Unhappy and unlikely to recommend.
By subtracting the percentage of detractors from the percentage of promoters, we arrive at a score between -100 and +100. A score above +70 is considered exceptional, and we're encouraged to have reached this level once again.
Feedback we're proud of
This year's results and comments indicate that many of Zooma's customers appreciate how we work with clarity, care, and consistency. Here are just a few highlights from the anonymous comments we received:
‘Overall, an enjoyable experience. It was very straightforward to interact and collaborate. 'Result-oriented and easy to communicate.'
'Good responsiveness, outstanding understanding of the products and excellent material produced. Great leadership and team members.
'You are a fantastic team, and with your knowledge, you think about the smallest detail that is very important.'
Looking at the long-term trend
We've tracked our NPS consistently since 2018. Over the years, our scores have ranged from strong to excellent, with occasional dips offering clear signals for improvement. In 2023, we reached an all-time high of +85.
While the 2024 score dipped slightly to +70, the current result of +72 shows we're heading in the right direction.
This consistent tracking helps us ensure we don't just maintain high standards—we raise them.
Why transparency matters
We believe in transparency. NPS isn't just a number; it's a learning tool. By sharing our results openly, we stay accountable to ourselves, our customers, and the partnership standard we aim to uphold.
For us, the NPS is not a vanity metric. It's an invitation to listen, learn, and keep getting better.
What's next?
We'll continue to review the detailed feedback and use it to improve our work, from our processes and deliveries to the everyday interactions that matter most.
To all customers who participated: Thank you. Your trust and feedback help us grow. We're proud to be considered a reliable, knowledgeable, and collaborative partner who understands your brand, delivers results, and supports your journey to better B2B ways of working.
