Significant improvement in customer satisfaction – NPS 2025 shows a strong increase
The results of the 2025 customer satisfaction survey show that customers’ experience of Reka Cables has clearly improved.
The NPS score increased from last year and moved from a good level to a very good level, indicating that customers’ willingness to recommend the company has grown significantly.
Recommendation and responsibility the strongest areas
Recommendation emerged as the highest-rated area and improved compared to last year, showing that customers are particularly willing to recommend Reka Cables’ products and services. Responsibility was the second-strongest area and showed significant growth:
“It’s great to see that our efforts in the area of responsibility are also reflected in our customers’ experiences. We have consistently developed our operations in terms of both environmental and social responsibility, and customer trust encourages us to continue on this path,” says Kari Ingalsuo, Quality and Sustainability Manager at Reka Cables.
Speed, agility and innovativeness developed strongly
Reliability remained at the same high level in 2024 and 2025, while ease of doing business, technical support, and activeness improved clearly. A very significant improvement occurred in the area of speed and agility, even though the year included challenging moments.
A notable change was also seen in innovativeness:
“The clear increase in innovativeness shows that our renewal and new solutions have reached our customers. This gives us a strong foundation to further develop our products and services,” says Mika Mutru, Director of Product Development at Reka Cables.
Together towards better customer experience and an electrified future
Reka Cables warmly thanks everyone who responded to the survey. Every piece of feedback is an invaluable opportunity to learn and improve. Feedback guides development work and helps us respond even better to our customers’ needs.
CEO Jari Ojala is also pleased with the results and comments:
“It is gratifying to see that our customers view our development positively. Together with our customers, we have found solutions that take us forward. Feedback is a valuable compass that helps us continuously improve our services, products, and solutions for electrification and sustainable development. Thank you to our customers for your trust and cooperation.”
What is NPS?
NPS (Net Promoter Score) is an internationally used metric that indicates how willing customers are to recommend a company. Respondents give a score on a scale of 0–10, where 9–10 are promoters, 0–6 detractors and 7–8 passives. The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. The result can range from –100 to +100. Generally, below 0 requires improvement, 0–30 is good, 30–70 very good and 70–100 excellent.
