Gofore’s customers remain very satisfied with Gofore’s service and the value it provides them. In the recent spring customer experience measurement, Gofore’s customers had a Net Promoter Score (NPS) of 62, which is on par with last year’s all-time high of 65 measured at the same time. The benchmark NPS for the IT service industry used by Gofore is 37.
Sixty percent of customers feel that the service provided by Gofore exceeds their expectations. One third of customers feel the service is at the expected level, and 7 percent felt the service fell short of expectations. Overall customer satisfaction with Gofore was 4.4 (on a scale of 1-5), which is close to last year’s level of 4.5. Sixty-seven percent of respondents rated their likelihood to recommend on a scale of 0 to 10 as 9.
How was this great achievement made possible once again, CEO Mikael Nylund?
– Creating value for the customer is at the core of our new strategy, and it is wonderful to see that we are acting in accordance with our strategy and the values we have adhered to for over 20 years. Although the market situation has been turbulent for a long time, we have remained committed to investing heavily in value creation for our current customers, taking good care of new customers, and swiftly resolving any issues in customer work. This is our key competitive factor.
Respondents praised, for example, that Gofore employees quickly get up to speed and begin delivering value in a new project, and that the service improves continuously as it progresses. Gofore employees are seen as proactive and solution-oriented. Customers also praised the assistance in solving complex issues, the reliability of Gofore employees, the professionalism of project management, value-adding documentation, and a learning attitude.
It is also important for customers that the turnover of experts is low. Gofore’s attrition rate, which has further decreased to below 10 percent, has positively impacted customer experience.
– It is great to see that Goforeans are highly committed to both the company and our customers. We successfully minimized the impact of the change negotiations that ended in early May on customer work and experience, and we will continue moving forward together with our customers, succeeding and investing in the expertise and well-being of Goforeans, Nylund states.
A total of 233 respondents participated in the customer experience measurement, a significant number of whom also wanted to give personal thanks to Gofore’s experts.