The quality of our deliveries, adherence to deadlines, and our handling of agreed liabilities have improved further in comparison to last year. Our Net Promoter Score (NPS), which tracks the willingness of customers to recommend us, is excellent at 57, and 32% of respondents estimate that our operations have improved – we would like to thank our customers for their constructive feedback.
The customer satisfaction survey was completed in collaboration with Innolink, and this was the fourth time that our operations were examined at the Group level and business area-specifically. The survey focused on Insta’s strategic value among our customers. In addition, it also collected feedback on where we have succeeded and what our areas for improvement are. The number of respondents doubled in the latest survey when compared to the earlier situation. The survey was carried out as telephone interviews and online between November and December 2024, and the results are based on 177 responses.
Our Net Promoter Score, which reflects customer satisfaction, is excellent at 57
We track customer experience with the Net Promoter Score (NPS), which is the most internationally known indicator for satisfaction and willingness to recommend.
Our customer satisfaction is very high – Insta’s total NPS was 57. This is clearly higher than the average score for all B2B companies in Innolink’s reference database, which is 39.
NPS is based on asking the customer how willing they are to recommend the company to their colleagues or acquaintances. Based on their score, the respondents are divided into Promoters (9–10), Passives (7–8), and Detractors (0–6), and the total NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Praise for smooth collaboration and professionalism
Customer Effort Score (CES),which measures the smoothness and easiness of collaboration, was considered to be very high in the survey – together with the professionalism of our personnel. Both were given a total score of 4.4 (on a scale of 1 to 5), which exceeds the reference value for an average customer survey in Innolink’s reference database (4.1).Customer Effort Score (CES) acts as a benchmark for the customer experience, focusing on how easy the customer considers collaboration or interaction with Insta to be. More than one third (32%) of the respondents felt that Insta’s operations had improved in the past year. The total score for customer experience given to Insta by the respondents was 4.1.
Based on the responses, we have developed as a collaboration partner. Aspects that our customers appreciate, such as the quality of our deliveries, adherence to deadlines, and our handling of agreed liabilities have improved in comparison to last year.
Reliability is highly valued
Our reliability as a supplier has been given top marks (4.3) in every survey. The open feedback also emphasizes trust, in particular. Interactions are transparent and confidential, and even difficult matters can be discussed in good spirits.
Sustainability has always been an important part of the operation and culture of our family business. Our solutions assist many of our customers with their own sustainability efforts and projects related to the green transition. Information security and cyber security were considered to be the most important sustainability topic at Insta, which has a strong safety culture. 70% of the respondents felt that Insta has succeeded in helping them reach the sustainability targets of their own organization well or very well.
– Once again, I would like to thank all of Insta’s customers and partners for the good collaboration and development. Our customer satisfaction remains at a very high level. It feels especially good that our reliability as an operator and partner is highly valued and our customers feel that we support them in reaching their own sustainability goals. Such results would not be possible without highly competent personnel and a high level of commitment – so I would also like to thank all members of the Insta team for their fine efforts, says Tapio Kolunsarka, CEO for Insta.
Willingness to listen to the customer and boldly introduce new technological opportunities
The customer survey provides us with very valuable information as we develop our operations to be even better and improve the smoothness of our customer collaboration. Continuous improvement and a willingness to learn and understand the customer create the foundation for a genuine long-term partnership.
The areas for improvement mentioned in the study included ensuring agility and the sufficiency of resources and allocating competent personnel for the various projects. The respondents also expressed a wish that new technological opportunities should be brought up even more actively. Many customers also consider that Insta’s internationalization offers opportunities. Supplying solutions to the international market would also offer benefits to domestic customers.
Our customers’ comments speak of the depth and long-term focus of our collaboration.
Worth Your Trust – customer experience, front-runner status and working together.
They are willing to listen to the customer, to learn, and to understand the customer – a customer focus is being sought. They are also committed to long-term development.
Smoothness and flexibility of the collaboration, the customer will receive what they ordered – and if something does not exist, Insta will immediately take steps to rectify this.
