Gofore’s customers are currently more satisfied than ever. In the recent customer satisfaction survey of this fall, the NPS (net promoter score) of Gofore’s clientele was 68, whereas the spring value was 62. The previous all-time high NPS was 65 in the spring of 2024. The IT service industry benchmark Gofore uses is 37. Gofore’s clientele’s overall satisfaction also improved slightly to 4.5/5.
A hefty 58% of respondents said Gofore exceeded their expectations, while only 3% felt expectations were not met – the lowest value ever recorded. 19% said Gofore significantly exceeded their expectations. As many as 39% felt their expectations were fully met.
– This is a remarkable achievement. In the beginning of this year, we redesigned our organisation to a more customer-centric one and it has really paid off. This is also another example of Goforeans’ amazing resiliency; to maintain great customer experience while having a challenging year as a community, says Gofore’s CEO Mikael Nylund.
– We have consistently held onto our customer strategy also in a weaker market situation, investing strongly in our existing customers and taking good care of our new customers. I’m so proud of the whole team!
Customers who felt Gofore exceeded their expectations for the service appreciated Goforeans’ high-quality expertise, proactive and solution-oriented approach, effective collaboration, flexibility, and customer-centric mindset. As before, dozens of responses directly praised one or more individual Goforeans’ work.
Recently acquired by Gofore, Huld also reported their Customer Listening Insights recently. Huld’s customer interviews show strong current satisfaction and generally positive curiosity about the Gofore acquisition. They also highlight the high value of Huld’s trusted team, their deep understanding, and continuous improvement culture.
Goforean experts’ low attrition is also very important to customers. The even smaller than before attrition rate of Goforeans, less than 10%, has also continued to play a bigger role in customer satisfaction. Goforeans continue to be highly committed to both the company and their customers.