In the spring of 2025, we conducted a customer survey with the aim of determining our customers’ satisfaction and identifying potential areas for development. A total of 27 customers responded to the survey, some of whom were interviewed by phone and some responded online. We are grateful to each respondent. Feedback is an important part of our continuous improvement.
Based on the survey, customers are mainly satisfied with our operations and in particular with the fact that quality and delivery reliability remain at a high level. At the same time, we have a clear vision of what we want to invest more in.
Satisfaction strengthened
The results show strong customer relationships. We received a Net Promoter Score (NPS) of 63, which is an improvement over the 2022 figure (54). The majority of respondents felt that the cooperation was of high quality and effective.
- 52 % felt that ITA Nordic’s operations had improved over the past year.
- 93 % could name the main contact person.
- 70 % considered ITA Nordic to be a better partner than its competitors.
Quality and delivery reliability are valued
In the open-ended responses delivery reliability, expertise and customer service quality were repeatedly highlighted. Our personnel were praised for their open communication and expert approach.
“Few suppliers who stay on schedule; overall good and high-quality operations.”
“Excellent level of quality and reliability in their field and “in their category.”
“In my opinion, one of the best experiences; we are able to solve challenges thanks to professional personnel.”
Sustainable development increasingly important
97 % of respondents considered investements in sustainability essential for cooperation. Customers value our long-term efforts in the field of environmental responsibility. In the future, sustainability will have even greater significance. This is reflected in both customer goals and regulartory requirements.
Development work continues. Our direction is towards increasingly customer-oriented and responsible operations.