Every year we ask our customers across the Baltics – and now also Finland – how we are really doing. This spring, a record 433 customers took the time to answer, a 35% increase over last year. Thank you. Your feedback is the most valuable input we get for improving our services.
What you told us
You would still recommend us. Across the group, our Net Promoter Score is 51, and 56% of all respondents are promoters who scored us 9 or 10 out of 10. Our cash transport and processing services (CIT) achieved an outstanding NPS of 90, with 92% promoters and virtually no dissatisfied customers.
Overall satisfaction remains strong. The group satisfaction index is 4.3 on a 5-point scale, meeting our internal quality target. Customers rated the purchase experience highest of all service phases – in Lithuania it reached 4.5 out of 5.
A newcomer joined the statistics. For the first time, the survey includes C2, our Finnish company. C2 debuts with a healthy NPS of 52, and its customers especially praised the people they work with and how our solutions ease their daily operations.
You also told us where we must do better. After-sales service is the lowest-rated phase in every company, and many of you asked for faster responses and better visibility into open support cases. We hear you: improving after-sales responsiveness and keeping you informed about the status of your requests – even when the news is simply “we’re still working on it” – are our top service priorities for the coming year.
What happens next
Every piece of critical feedback is followed up individually, and the survey results feed directly into each company’s improvement plans. If you didn’t get the chance to participate this year, our door is always open – your account manager is only a call or an e-mail away.
Thank you for building the future of Hansab together with us.
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