Telema customer satisfaction record repeated in 2024

At Telema, customer satisfaction isn’t just a goal – it’s a fundamental part of how we operate. Every year, we conduct a Net Promoter Score (NPS) survey to assess how we meet our customers’ expectations.

In 2024, we are proud to share that our NPS score reached 72.7 (with 1301 respondents), placing us among the top-performing companies in the B2B Saas sector.

 

What is NPS?

NPS, aka Net Promoter Score, is a key metric used to measure customer satisfaction and loyalty. It is built on one single question:

“How likely are you to recommend this company to your friends and colleagues?”

Customers respond on a scale of 0 to 10, and their answers categorise them into three groups:

• Promoters (ratings 9-10): These are the loyal customers who are happy with our services and would gladly recommend Telema to others. Their support drives growth and helps build our reputation.
• Passives (ratings 7-8): These customers are satisfied but not enthusiastic enough to promote our services actively.
• Detractors (0-6): These customers are unhappy with their experience and may discourage others from using Telema.

To calculate the final NPS score, the percentage of Detractors is subtracted from the percentage of Promoters, giving a score between -100 and +100.

 

NPS: More Than Just a Number

For us, NPS isn’t just a number – it gives valuable insights into customer satisfaction and areas for improvement. A high score, like Telema’s 72.7, signals strong customer trust and satisfaction. According to B2B International, the top NPS scores in the B2B market range between 65–75, making this achievement particularly rewarding.

However, the true value of NPS goes beyond the score itself. The true value of our annual NPS survey lies in the comments we receive from our customers. This feedback helps us understand how to improve our services, develop better products, and refine our processes to better meet user needs. Maintaining a dialogue with our customers is vital to providing market-leading services to our customers.

 

Reflecting Progress in Telema eFlow and EDI Services

In recent years, Telema eFlow, our purchase invoice workflow automation tool, has undergone several significant updates. The steadily rising NPS score confirms the necessity of these improvements, signalling that we’re on the right path. Telema eFlow minimises manual tasks in purchase invoice approval, automates recurring processes, and ensures full visibility of invoices, allowing finance teams to focus on higher-value work.

Similarly, our EDI services continue to operate seamlessly in the background, automating supply chain data flows for our customers, which means that businesses save time, reduce errors, and optimise workflows. Those are the benefits repeatedly mentioned in the comments we received during the NPS survey.

 

Annual Opportunity for Connection

As mentioned, the annual NPS survey offers us much more than just a score. It is a chance to connect directly with our customers. We get to hear about their positive experiences, understand their challenges, and collect ideas for improvement.

 

Here’s what some of our customers had to say:

“The Telema solution works seamlessly. That is, when it’s suddenly not there, you realize how essential the service is.”

Mehis Väin
SAAREMAA KÖÖK OÜ

 

“I can no longer imagine my work without Telema. It even leaves time to listen to my own thoughts. :)”

Anne Männik
UNINAKS AS

 

“At least for now, I’m not aware of anyone better in this field than Telema!”

Deivi Talve
APOLLO KAUPLUSED OÜ

 

Looking Ahead

For the past nine years, Telema has steadily improved its NPS score. The survey has helped us to understand our customers’ needs better and enabled us to provide even better services. As we move forward, we remain dedicated to enhancing our solutions and, most importantly, having open communication with our customers.

Thank you to everyone who participated in our 2024 NPS survey. Your feedback has been invaluable, and we look forward to another year of growth and collaboration!

 

Kaidi Hannus

Head of Pan-Baltic Customer Support