At Westermo, our goal is to ensure customer satisfaction. Our mission is to provide the highest quality industrial data communication solutions and support all our customers' business needs. We believe in continuous improvement and value feedback to help us achieve excellence.

About our customer satisfaction survey

To ensure we are delivering the best possible products and services, Westermo conducts an annual global customer satisfaction survey. This survey helps us collect valuable feedback from our customers worldwide, guiding our efforts to enhance your experience with us.

Survey results and improvements

In 2023, we launched our first global customer satisfaction survey. The feedback was overwhelmingly positive, with customers appreciating our products and services. However, we also received constructive feedback on our delivery and repair services.

To address these issues, we:

• Formed internal project teams to find solutions.
• Redesigned and retested products to ensure availability.
• Increased production shifts to reduce backlogs.

The 2024 survey results showed us that improvements to our delivery times had been noted by many responders. We also could see that our customers still look to us for high quality robust products and rate our technical support very highly. There are still areas where we can do better, and we will work hard in the coming year to see where we can make more improvements.

Our Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a key indicator of customer satisfaction. In 2024, our NPS increased to 55, demonstrating our customers’ growing satisfaction with our products and services.

How is NPS Calculated?
NPS is calculated based on responses to the question: “How likely are you to recommend Westermo products or services to a business associate or colleague?” Respondents rate us on a scale of 0-10. The NPS is the percentage of promoters (9-10) minus the percentage of detractors (0-6).