NPS +55: Crasman’s customer experience leapt from mediocrity to top tier
Customer experience is often understood merely as customer service, although in reality it is created by every encounter between the customer and the company. At Crasman, customer experience is a conscious choice and part of the core of our strategy. Whether it is a sales call, resolving an issue, or an invoice, every encounter is an opportunity to succeed and create an excellent customer experience.
This long-term, attitude-driven work has produced results, which are now visible in practice.
A remarkable journey: +17 -> +55
The NPS (Net Promoter Score) we use to measure customer satisfaction improved significantly over the year:
In 2024, our starting point was a modest +17
For 2025, we set ourselves the goal of raising customer satisfaction to an excellent +30–40 level
In the customer satisfaction survey conducted at the end of the year, NPS was an impressive +55
The result clearly exceeded our expectations and is also above industry averages.
In addition:
The response rate rose to 47 per cent, which shows strong commitment
The NPS among designated contacts was +68
Our Commerce e-commerce customers' NPS was an exceptional +100. Every Commerce customer recommends us!
Customer Success is not just an operating model, it is a mindset
One key factor behind the development is our Customer Success mindset. For us, it is not a separate function, but a way of working.
In everyday life, this shows in four things:
Trust
Relationships are not built between organisations, but between people. A designated contact person 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 customer does not want to spend time waiting or being left in the dark. When we respond quickly, we show the customer respect – and from that comes the feeling that their matter is our top priority and already being handled.
Anticipation
We aim to identify areas for improvement and bring them to the fore before the customer has a chance to ask. We stay 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 active communication make a surprisingly big difference.
Where did we succeed?
Based on the survey, two things stood out in particular:
Communication (77/100)
Business understanding (76/100)
Together, these set us apart from being merely a technical supplier and make us a strategic partner who understands the customer's objectives. Our customers' open feedback warms the heart:
"Crasman did what was agreed, and we did not have to chase them separately. Effortless and well suited to a company of our size." – Matti P. / Finlandia Kirja
“You stand out from most other benchmarks. There is something unique in your community, because the good atmosphere and the hands-on approach 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:
Proactivity (60/100)
Customers expect even more anticipation from us – not just reacting, but actively advising on 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 advantage by strengthening our anticipatory expertise and integrating AI into our daily work.
At the same time, we will scale the quality of our customer interactions so that we can offer an increasingly high level of service to more and more customers. Our goal is a seamless alliance between technological efficiency and human warmth.
The digital growth of the future is built today. Let us harness AI and modern web services to support your business. Contact us, and let us find the next growth opportunities together.
Karel Tagel
Customer Success Manager
