The company achieved +77 in the Net Promoter Score index in a survey carried out in 2023, which places it in the Excellent zone in this methodoly’s classification.
Padtec, a leading manufacturer of optical transport systems, begins the year celebrating an important result achieved in 2023: the significant increase in its customer loyalty index, measured by research carried out based on the Net Promoter Score (NPS) methodology. The company achieved an NPS index of +77, which represents a significant increase compared to 2022 – when the NPS was +55 – and significantly the highest historical level since the survey began to be administered in 2017.
In addition, the result places Padtec in the Excellent zone, according to the NPS interpretation ranges. In 2022, the company’s classification was in the Quality zone, which encompasses NPS rates of +51 to +75. At +77, the level of customer loyalty to Padtec’s products and services jumped to the highest level, Excellent (which goes up to +100).
Conducted by Maena Analytic Intelligence, a company specialized in data analysis and competitive intelligence, the research took place between the months of September and November and included the participation of representatives of Padtec client companies – mainly Internet Service Providers (ISPs), telecommunications operators and utilities – from Brazil and Latin America, who purchased from the company in the last 12 months.
Among the positive attributes highlighted by customers who participated in the research the agility and good commercial service (pre-sales), the technical quality of the Training Center and the commercial policy (delivery time, prices, financing and flexibility in negotiations) stand out. In addition, the diversity of the hardware portfolio and its functionalities, the quality of the management system and technological evolution were important attributes that weighed in on the general evaluation by Padtec’s customers, contributing to the increase in the loyalty index.
“The research showed that we are on the right path, by reinforcing our position of commitment to the success of our customers and investing increasingly in the technological evolution of our solutions and in expanding our service portfolio”, states Carlos Raimar, CEO and Investor Relations Officer at Padtec. “The flexibility to meet customer needs, both from a commercial point of view and the offering of products and services, is undoubtedly an important differentiator for Padtec that was recognized in this research”, he concludes.
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