Customer Satisfaction Survey 2025 – Summary

In 2025, Hansab Group gathered feedback from 320 customers across Estonia, Latvia, and Lithuania. While slightly fewer than last year, the growing client base indicates strong potential for broader insights ahead.

High Satisfaction, Strong Loyalty
Customer satisfaction remains consistently high, with an overall score of 4.4 out of 5, matching last year’s results. Estonia led with 4.5, while Latvia and Lithuania both scored 4.4.
The Net Promoter Score (NPS) remains strong at 64, confirming continued loyalty and advocacy from our customers.

Evolving Purchase Preferences
Customers across all markets increasingly favor hybrid purchasing models. Estonia leads in XaaS adoption, Latvia shows openness to subscriptions, and Lithuania continues to lean toward one-time purchases—signaling varied yet promising trends.

Valuable Feedback and Clear Expectations
Clients praised Hansab’s professionalism, responsiveness, and collaborative spirit. They also highlighted opportunities for faster service, better communication, and more innovative, AI-driven solutions—especially in automation, mobile access, and self-service technologies.

Growing Interest in Innovation
Customers are showing rising interest in tools like electronic shelf labels, smart vending terminals, and ergonomic cash handling. EID clients report their needs are fully met, reflecting strong alignment with our solutions.