Proven customer satisfaction in our maintenance services
We recently asked our maintenance customers how likely they would be to recommend Druid as a partner and the results were delightfully positive: our Net Promoter Score (NPS) came in at 60.
The NPS measures how willing customers are to recommend a company to their friends or colleagues. A score that high reflects deep trust and long-term collaboration – something we truly value.
But we don’t believe a single number tells the whole story. Surveys can’t replace real conversations.
“What we value most are the Big Picture meetings we hold once or twice a year with our clients. Together, we review what has been done, what’s working, and where we can improve next. These sessions often spark insights that move both the service and the partnership forward,” says Mikko Hämäläinen, CEO of Druid.
We’ve been tracking customer satisfaction for a long time, previously using a 1–5 scale. The latest result was an excellent 4.8. Now, the NPS gives us a broader benchmark, since it’s widely used across industries. Our score of 60 ranks as excellent, especially considering that the IT industry median is 44.
The Net Promoter Score formula
% of promoters – % of detractors
What makes our customers happy?
Three themes stood out clearly in the responses: reliability, speed, and proactivity.
Our customers say issues get solved quickly, and our experts don’t just react – they suggest improvements before problems arise. The account team takes time to listen and always thinks about how each solution can serve the client’s bigger picture.
Collaboration that sparks continuous improvement
Many clients especially appreciate how we bring new perspectives to the table “Have you thought about this?” or “This could be developed further.”
These conversations fuel ongoing improvement. Websites become living platforms that grow and evolve alongside the client’s business.
A skilled, human team makes collaboration effortless
Feedback also highlighted the human side of collaboration. Our team is seen as skilled, approachable, and easy to work with.
Long-term partnerships with familiar faces create a sense of trust, while our “We’ll make it happen” attitude earns praise time and again. You can see it in everyday work: challenges are handled professionally, and new ideas are always met with enthusiasm.
Listening, learning, and growing together
The NPS result motivates us to keep improving our services even further. We listen carefully to our clients and constantly look for new ways to make their daily work easier.
Maintenance isn’t just a safety net running in the background, it’s an active way to ensure our clients can focus on their business, knowing everything works as it should.
“A big thank-you to everyone who took part in the survey. Honest and open feedback is invaluable to us. It helps us keep developing our services to serve our clients’ needs even better,” says Hämäläinen.
