"How do we do that?" - Quite well, says our NPS.

In December 2024, we conducted a customer survey for the first time to evaluate the satisfaction of our customers and gain insights into the quality of our collaboration. The results of this survey provide valuable insights, while the high level of participation allows us to carry out an in-depth analysis of customer perceptions.

The key result of the survey is the Net Promoter Score® (NPS), which measures customers' willingness to recommend us to others. Here we achieved a score of 68. 🎉

What is the Net Promoter Score® (NPS)?

The Net Promoter Score® is an established indicator for measuring customer loyalty, based on the probability with which customers would recommend a company to others. The scale ranges from -100 to +100. 

Based on their rating, the people surveyed (anonymously!) are divided into three categories: Critics (Detractors; rating 0-6), Indifferents (Passives; rating 7-8) and Supporters (Promoters; rating 9-10). The NPS is calculated from the percentage of promoters minus the percentage of detractors. Indifferents do not count. It's actually crazy that an 8 is practically a 0. A tough business, this NPS.

A score of over 50 is generally considered excellent. The NPS of 68 achieved by HENKELHIEDL , in which over 75% of participating customers were classified as advocates, therefore indicates a very high level of customer satisfaction and loyalty. Very high!

This result is extremely positive, particularly in the service sector and in the context of complex agency projects, and confirms our findings. Depending on which sources you look at, similar companies with really good scores end up somewhere between 30 and 50. 

A great recognition of the work of the entire team and an incentive for the future.

Identified strengths

In addition to the pure value, there was also the opportunity to leave comments. Here are the general aspects of what is particularly appreciated about working with HENKELHIEDL :

• Working in partnership: The clients described the cooperation as characterized by "curiosity, desire and passion" and emphasized the encounter on "eye level", combined with "openness and empathy". This underlines the importance of a collaborative approach in which the agency is perceived as an integral partner.
• Creativity and design expertise: The creative quality ("Your designs are great") and the conceptual approach ("HeHi thinks before designing and therefore designs uniquely") were explicitly praised. This confirms the agency's core competencies in the areas of creativity and user experience design.
• Communication and expertise: The "transparent and solution/result-oriented communication", the "super competent and super friendly advice" and the "very good understanding of [customer] needs" were rated positively. Clear, understandable and competent communication is therefore seen as a key success factor in the collaboration.
• High level of commitment: The willingness to "always go the extra mile" was also noted positively. This reflects the agency's commitment to creating added value for clients over and above the mere fulfillment of the contract.

Voluntary quotations - complete

As I said, the survey was anonymous. However, we have given you the option of adding your name/company name to the comments so that we can publish them. We are very pleased that many of you made use of this option. Here is an excerpt.

• "Creativity meets excellent customer service." - Katja Thieme, S+SPR

• "You approach new projects with curiosity, enthusiasm and passion. With you, customers become partners at eye level, to whom you show openness and empathy. You are ready to create and implement ideas, formats and content together." - Tobias Thomas, Project Manager FU24BA7L

• "Communicate what is important to us." - Ann-Jule Wowretzko/BHV

• "You are very committed and passionate about your job" - ODEG

• "Super accessibility and fast implementation." - Isabel Schmidt, DB Rail Academy

• "HH thinks before designing and therefore designs uniquely." - Klaus Neuser

• "A great collaboration and a lot of sensitivity to needs" - KLINGKLANG KLONG

• "Super helpful, experts in the field and don't ever waste time!" - Jaco Naude, CONDIO

• "HenkelHiedl manages to 'translate' - from the world of communication and design to the world of science and politics. And vice versa!" - Lisa Basten / Hans Böckler Foundation

• "Optimistic pragmatism. Hopefully (soon) again." Robert, Handbook Germany

Thanks to all participants for the valuable feedback and the many flowers! 

We are looking forward to more new projects and partnerships in the coming years and want to conduct this type of survey at the end of every project from now on.