Customer loyalty rises to world-class level: NPS climbs to 70 in 2025
Sofigate’s Customer Satisfaction Score (NPS) takes a significant step, as customer satisfaction rises from very good to the highest, world-class level. The rising number reflects the commitment and ownership Sofigators show in the projects, and the level of trust our customers have in our people.
The Net Promoter Score has risen a full 3 points from 67 in 2024 to this year’s 70. We conduct the Customer Experience Study yearly, and for four consecutive years the numbers have risen steadily. This indicates that our customers are consistently satisfied with the work we do, and customer loyalty remains exceptionally strong.
Outstanding results across all customer experience categories
The study also shows consistently excellent performance in all five measured areas:
- 98% of customers agree that working with Sofigate is inspiring when innovating solutions together.
- 89% say Sofigate brings new, even bold perspectives to their challenges.
- 98% praise the high level of expertise and quality of work, confirming that outcomes consistently meet expectations.
- 89% report that collaboration delivers meaningful business benefits.
- 100% rate Sofigate’s overall customer care as outstanding, emphasising dedication and reliability.
“We ‘walk the talk’ through high professionalism and reliability. What I’m especially proud of are our strong results in innovation, an area that is not the easiest to conquer. We have a long tradition of co-innovation through workshops, innovation labs and excursions with our customers and technology partners. This kind of joint development sits at the very core of how we work. I am happy to see that our solid and persistent work with customers is clearly bearing fruit,” says Liisi Koivu, Customer Engagement and CX Lead at Sofigate.
Breakthrough in recognising Sofigate’s unique value
Customers are increasingly recognising the factors that differentiate us and explain how we deliver value in ways few others do. Key strengths highlighted in the study include:
- Team-of-teams model – Sofigators are not isolated experts but part of a wide, collaborative network.
- “They have strong individual experts, but also the power of the whole company behind them.”
- Reliability and proactiveness – Sofigators take true ownership of the project.
- “They take ownership and act as part of our team.”
- Connector between digital execution and strategic business value
- “Sofigators understand both technology and business change and make them work together.”
“These results are a powerful acknowledgement of the superior value we create for our clients. The expertise and cross-stream experience of our people truly stand out and our people make the difference every single day. I believe customer centricity is the foundation for any business to grow and succeed, and the loyalty of our clients is the best possible proof that we are both doing the right things and doing them right,” says Niina Uusi-Autti, Chief Capability Office and Deputy CEO, Sofigate.
Strengthened strategic relevance in a rapidly evolving landscape
Year after year we have strengthened our role as a strategic partner. 90% of customers consider us as their strategic partner. The reasons for this are amongst others broad collaboration across senior management, deep involvement in critical projects and an active role not just in delivering services but in driving change.
As expectations around AI accelerate and organisations shift from experimentation to scaling, Sofigate is increasingly asked to bring business-driven insight into every engagement.
Employee experience and customer experience go hand in hand
Customer feedback does not live in a vacuum at Sofigate. In parallel with our customer study, we continuously measure how our people experience working in client assignments. The latest results show that the already high scores have improved even further: for example, eNPS has increased 7 score points, reaching 45 in 2025 which is 30 score points higher than the market benchmark.
This upward trend reinforces the same message we hear from our customers: collaboration is close, trusted, and meaningful on both sides. When our people feel empowered and supported in their assignments, the impact is reflected directly in the value and loyalty experienced by our customers.
More information:
Liisi Koivu
Customer Engagement and CX Lead, Sofigate
liisi.koivu@sofigate.com
+358 50 2460
Measuring the customer’s experiences and the company’s customer-facing staff simultaneously provides new tools for managing collaboration. Click to read how we develop customer relationships into partnerships and track the results.
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