Each year, we collect feedback from our customers about their service experiences across various stages and channels of both our sales and delivery process. The 2024 survey was sent to our customers in Finland and the Baltics in December. Once again, the feedback we received is invaluable—it guides us in improving our services and products to better meet our customers’ needs.
Customer survey results highlight strong customer centricity and reinforce our promises
The results of our customer survey strongly reflect our customer promises, which focus on meeting customer needs, responsibility, and reliability. Our customer-centric approach shines through the feedback, emphasizing our commitment to honesty and the quality of collaboration.
Among these highly valued qualities, customers praised e.g. our attention to requirements related to certificates and our transparent communication about delivery times. Additionally, our customer service was commended for quick responses and for providing technical support with information about effective solutions.
The survey also highlighted areas for improvement that we are eager to address, such as streamlining the order confirmation process and enhancing our webshop, Worbis.
Overall, the results indicate very strong customer satisfaction. Our Net Promoter Score (NPS) of 69 highlights strong customer satisfaction and a high willingness to recommend Orbis.
Compared to similar suppliers, Orbis is very responsible in everything they do. If we request for an impossible combination of certificates for an item, they will let us know about it while some others would just send us a product that is “close enough”.
The order confirmation process is a bit slow, but I assume that’s because Orbis doesn’t want to provide a confirmed delivery date without being sure that it can be matched. Some other suppliers would give us an estimated date quickly and then update it later when they have the final information.
Very good customer service, fast replies and help from technical side/providing possible solutions.
Moving towards a successful 2025 with your feedback
We sincerely thank everyone who participated in our customer survey, as well as our partners, for their support in 2024. With the feedback received, we will continue to develop our services and further strengthen our commitment to delivering on our customer promises. The year 2025 brings new opportunities, and our goal is to continue improving collaboration and customer experience.