In cooperation with Innolink, we commissioned a survey to gauge customer satisfaction and opinions to support business development. The study was conducted in September 2019, and it is based on 329 responses.

Sitowise’s successes

Respondents gave their comments to provide a measure of the company’s operations, citing a good approach to service and friendliness as key success factors. Other success factors included reliability as a partner, responsible operations, expertise, and the efficiency and ease of collaboration.

Key results of the survey

Almost half of the respondents said that Sitowise is a pioneer in the development of innovative new services. This was also evident in the repeat business rate, as 98 per cent would or might choose Sitowise again as a supplier. Sitowise’s overall customer satisfaction has remained unchanged.

Customers are satisfied with Sitowise Oy’s business operations, and they are willing to recommend the company to their colleagues/acquaintances. Sitowise Oy’s Net Promoter Score *) of 33 is good in comparison with reference companies.

*) The Net Promoter Score (NPS) seeks to forecast customers’ likelihood of recommending a company and its services to others. Based on their responses, customers are classified as detractors (if they give a grade from 0 to 6), passives (7–8) or promoters (9–10).

We truly value this feedback from our customers, as our operations are based on profound understanding of our customers’ needs, wishes and expectations. Sitowise has had a fast-paced year, which was reflected in scheduling. This unavoidably led to a small change in the NPS, for instance. With the feedback we’ve received, we can de-velop our operations and bolster our position as an innovative pioneer. We want to be worthy of the great trust our customers place in us – and to provide each and every one of them with a good, unique customer experience.

Pekka Eloholma, CEO, Sitowise Oy