We recently completed our 2026 customer satisfaction survey. Here is a short summary of what we learned.
NPS, Measured for the First Time
We measured Net Promoter Score for the first time. The result was NPS 64.
In B2B software, especially in industrial environments, this is considered a strong result. It means that most respondents would recommend us to a colleague or a partner.
Beyond NPS, two other results were consistent and unambiguous:
- All respondents said they are satisfied working with us
- All respondents said they would buy from us again
What Customers Value
When customers evaluated different aspects of working with us, one thing stood out clearly.
The highest score was given to how easy it is to work with us, with result of 4.7 in 1-5 range.
Close to that were:
- Technical competence, 4.5
- Transparent communication, 4.4
- Reliability and keeping promises, 4.4
High value in technical competence is worth noting because our operating model is not simple. We work across many technologies and platforms, often in complex environments.
ISO 27001: A Clear Expectation
We recently achieved ISO 27001 certification, and we wanted to understand how customers see information security in supplier selection.
Almost 80% of respondents said that information security certification plays a significant role in their decision-making.
Security is no longer a separate topic. It is part of everyday software work. Certification matters because it shows that information security is handled systematically, not ad hoc.
AI: Focus Is Shifting From Possibilities to Use
We have been building AI solutions with customers over six years. The survey results suggest that our customers expectations are becoming more concrete, however they feel that there is still work for basic things such as identifying AI opportunities and needs, improving AI skills and competences and developing AI solutions for internal use.
There is less interest in abstract AI discussions and more interest in practical examples, limitations and actual outcomes. Our customers would like us to share more real-world experiences where possible. They are interested in how things were built, what worked, and what did not.
Context Matters
Most responses came from large industrial organizations. Respondents covered a wide range of roles: end users, project managers, IT representatives and decision-makers.
This gives us confidence that the results reflect real usage and real collaboration, not only management-level impressions.
Three Key Observations From the Survey
- NPS Reflects to Stable, Long-Term Satisfaction
The NPS result and the 100% repurchase willingness point to the same direction. Our customers judge us based on continuous collaboration, history that has built trust.
- Information Security Is Treated as a Standard Requirement
ISO 27001 is not seen as a competitive advantage on its own, but as a requirement.
Customers expect their software partners to handle data, systems and AI-related solutions in a controlled and documented way. Certification reduces uncertainty.
- Current AI Focus Is Foundational, While Future Expectations Are Strategic
At present, customer AI related needs are still foundational in nature. However, the survey indicates that future expectations are shifting. Customers increasingly expect support in forming an overall AI strategy, integrating AI capabilities into their services and products, and using AI as part of long-term business and product development.
Moving Forward
We are now reviewing the results internally and together with customers.
Thank you to everyone who took the time to respond!
