Telema NPS 2025: Strong Loyalty, Clear Signals for the Future

At Telema, customer insights provide the essential momentum behind every update and innovation we launch. For nearly a decade, our annual Net Promoter Score (NPS) survey has helped us understand how well we serve our customers and in which areas can we improve. The Telema NPS 2025 results are now in, offering a clear look at the value we create for businesses across the Baltics and beyond.

What is NPS?

NPS quantifies customer loyalty by measuring the likelihood of a referral on a scale from 0 to 10. It is built on one single question: “How likely are you to recommend this company to your friends and colleagues?”

 Respondents are grouped into:

• Promoters (9 or 10) – Enthusiastic advocates who drive growth through word-of-mouth.
• Passives (7 or 8) – Satisfied customers who remain open to competitive offerings.
• Detractors (0–6) – Users whose negative experiences signal areas for urgent improvement.

The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, leaving out the Passives entirely. The result ranges from −100 to 100. A score below 0 signals a critical imbalance of detractors; 0 to 30 indicates a baseline or inconsistent experience; 30 to 70 reflects strong loyalty and healthy retention; and above 70 is the industry hallmark of excellence, typical of truly customer-centric organizations.

Solid customer loyalty in 2025

In 2025, Telema maintained a strong NPS result of 68, confirming that our customers continue to recognise the value we deliver. While the score was slightly below our ambitious target this year, it still reflects high overall satisfaction and loyalty – a testament to the stability and usefulness of our solutions.

Customers consistently highlight that Telema helps them work more easily and efficiently – praising simplicity, reliability, and speed in everyday use. These themes emerged clearly in the language used by Promoters (those rating us 9–10), who describe the experiences as “easy to use”, “fast”, and “everything works smoothly” when talking about Telema in their daily workflows.

What our customers told us

Beyond the numbers, customer comments give us rich insight into what matters most. Many Promoters spoke about how Telema’s services remove friction and reduce effort in mission-critical tasks such as invoice automation and data exchange, enabling finance and supply chain teams to focus on value-added work.

At the same time, some Passives highlighted areas for improvement where clarity and adoption can be strengthened. This balanced feedback helps us prioritise practical enhancements that will make the everyday experience even better.

“Great tool. Easy to implement. Convenient to use. Every year we give access to auditors and do not have to submit any invoices or documents for the audit. I sing your praises!”
Triinu Põim
Rail Baltic Estonia, Chief Accountant

“I highly recommend it, especially since it took me too long to say yes to Telema eFlow. Now that I’ve been using it for half a year, I’m very satisfied and even a bit sad that I wasted so much time and resources in the previous years. I really appreciate the support system to help a new customer get up and running.”
Elina Jürgenson
Toikako Kaubandus OÜ, Finance Manager and Board Member

“I rarely think about purchase invoices, so the service works :)”
Karl Johan Kastein
Bolt, Business Development Manager

Continuing Our Journey Together

For Telema, NPS is an opportunity to listen, learn, and act. The 2025 survey confirmed that customers trust our platform and see real operational benefits in using our services. It also pointed us toward concrete ways we can raise the bar further in 2026 and beyond.

We thank everyone who took part in the Telema 2025 NPS survey – your feedback continues to shape our roadmap, strengthen our service delivery, and sharpen the value we aim to bring.

Thank you for being part of the community. Together, we’re building solutions that make business easier and more efficient.