NPS +55: Crasman’s customer experience leapt from mediocrity to top tier
Customer experience is often seen as merely customer service, although in reality it is created through every interaction between the customer and the company. At Crasman, customer experience is a conscious choice and part of the very core of our strategy. Whether it is a sales call, resolving a fault or an invoice, every interaction is an opportunity to succeed and create an excellent customer experience.
This long-term, attitude-driven work has delivered results, which are now clearly visible in the numbers.
Remarkable progress: +17 -> +55
Our NPS (Net Promoter Score), which measures customer satisfaction, improved significantly over the year:
In 2024, our starting level was a modest +17
For 2025, we set ourselves the target of raising customer satisfaction to the excellent +30–40 range
In the customer satisfaction survey conducted at the end of the year, NPS was an impressive +55
The result clearly exceeded our expectations and also sits above the industry averages.
In addition:
The response rate rose to 47 per cent, which reflects strong commitment
The NPS given by named contacts was +68
The NPS of our Commerce e-commerce customers was an exceptional +100. Every Commerce customer recommends us!
Customer Success is not just a model of operation, but a mindset
One key factor behind this development is our Customer Success mindset. For us, it is not a separate function, but a way of working.
In everyday work, this is reflected in four things:
Trust
Relationships are not built between organisations, but between people. A named contact knows the customer's situation and needs.
Speed and service-mindedness
Speed is no longer merely an added benefit, but a basic requirement of service. Today's customers do not want to spend their time waiting or in uncertainty. When we respond quickly, we show the customer respect – creating the sense that their matter is our top priority and already being taken care of.
Anticipation
We aim to identify areas for improvement and bring them up before the customer has time to ask. We are one step ahead.
Small actions have a big impact
We want every customer to feel important to us, regardless of the size of the account. Smooth day-to-day operations, clarity and proactive communication make a surprisingly big difference.
Where did we succeed?
According to the survey, two things stood out in particular:
Communication (77/100)
Business understanding (76/100)
Together, these set us apart from a mere technical supplier and make us a strategic partner that understands the customer's goals. The open feedback from our customers warms our hearts:
"Crasman did what was agreed, and we did not need to keep chasing them separately. Effortless and a good fit for a company of our size." – Matti P. / Finlandia Kirja
“You stand out favourably from most of the other comparables. There is something unique in your community, because the good vibe and can-do spirit continue year after year regardless of who you get to work with.”
Where can we improve?
The results are strong, but one area for improvement stood out clearly:
Proactiveness (60/100)
Customers expect even more anticipation from us – not just reacting, but actively offering insight into what should be done next.
Looking ahead
A good result is, above all, an enabler for us, not the finish line. In the next phase, we will deepen our competitive edge by strengthening our proactive expertise and integrating AI into our daily work.
At the same time, we will scale the quality of customer interactions so that we can offer more and more people top-tier service. Our goal is a seamless combination of technological efficiency and human warmth.
The digital growth of the future is built today. Let's harness AI and modern digital services to support your business. Get in touch, and let us find the next opportunities for growth together.
Karel Tagel
Customer Success Manager