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The results of Celfocus’s 2025 Client Satisfaction Survey reflect a positive shift compared to last year, reinforcing the impact of our continued efforts to enhance service delivery and client engagement.
This year’s survey revealed encouraging insights, with a Net Promoter Score (NPS) of 71, demonstrating a strong willingness among clients to recommend Celfocus. Out of 79 total responses, 59 clients were classified as Promoters, while only 3 fell into the Detractor category - whose concerns have since been addressed. The remaining 17 respondents were considered Passives.
The comments from the satisfaction survey reveal a highly positive perception of Celfocus among our clients, highlighting several key strengths, such as:
- Strong Partnership and Proactive Improvements: Celfocus has established a strong partnership with our clients, demonstrating a proactive approach in making improvements to services and processes. This partnership ensures that the client's interests are always at the forefront, leading to optimised systems and processes that enhance overall efficiency.
- Effective Collaboration and Client Success: The team at Celfocus is highly collaborative and shows a genuine interest in the success of our clients. This effective collaboration fosters a positive working relationship and ensures that the client's needs are met promptly and efficiently.
- System and Process Optimisation: Celfocus excels in optimising systems and processes, which leads to improved performance and efficiency. This capability allows clients to benefit from streamlined operations and better resource management.
- Commitment to Cost-effective Solutions: Celfocus is dedicated to finding cost-effective solutions for the evolution of services. This commitment helps clients transition to new phases of service without incurring excessive costs, ensuring a smooth and economical progression.
- Good Engineer Collaboration and Diagnostic Capabilities: The engineers at Celfocus collaborate effectively, which enhances their diagnostic capabilities. This collaboration allows for quick identification and resolution of issues, minimising downtime and improving customer satisfaction.
The feedback gathered represents clients responsible for 61% of Celfocus’s total revenue, indicating strong participation from key stakeholders and reaffirming the value clients place on collaboration and transparency.
