As an IT outsourcing company, we know how crucial values like Partnership, Accountability, and Expertise are to our organization, as they directly impact our business and our relationships with Customers and future employees. To deepen our collaborations, we must understand the needs of the other parties as precisely as possible. Thanks to the Satisfaction Survey sent every year to our Business Partners, and Candidates, we can calculate our NPS score, but more importantly, we can develop our services and their quality in the right direction, in line with market expectations.
In the following article, we present the results of our survey and analyze the opinions received in terms of their potential impact on shaping NATEK’s offer and procedures and the direction of development.
What Is NPS?
NPS is built around three customer groups:
This simple yet powerful metric helps us measure loyalty and satisfaction at scale. Unlike traditional satisfaction surveys, NPS captures emotional resonance - how do you feel about the brand - giving us a clearer view of long-term loyalty.
We use NPS as a key performance metric because it offers direct insight into Customer or Candidate experience, highlights trends over time, and helps us prioritize improvements that matter most to them. It keeps us accountable and, guiding decisions that shape our products, services, and support.
NATEK’s NPS Score in 2025
Our most recent Customer Net Promoter Score is 73, a significant improvement from our previous score. This upward shift reflects growing Client confidence in the quality and consistency of our services. An NPS above 70 is considered excellent and positions us among top-performing companies.
Beyond the NPS itself, our survey results give us a more in-depth understanding of how Customers evaluated specific aspects of our service delivery. Here’s how we performed across key categories:
Across all categories, the average customer rating is 9.16, confirming a strong, positive overall perception of our collaboration and service quality.
These results indicate that our recent improvements - particularly in communication, contract alignment, and delivery quality - are making a measurable impact on the customer experience.
The feedback behind the numbers gives us even more profound insight into what matters most to our Customers. Several positive themes consistently emerged:
- High qualification of our resources: Customers frequently highlighted the expertise, professionalism, and technical competence of our team.
- Fast and reliable response times: Many praised our ability to react quickly, provide timely updates, and maintain clear communication throughout engagements.
- Positive trend in delivered CVs: Customers noted an improvement in the number of relevant Candidate profiles provided during search periods, helping them accelerate their hiring process.
- Capability to deliver sophisticated skills: Several customers emphasized our strength in sourcing and providing talent with complex and challenging to find skill sets.
Overall, the feedback shows that customers not only value our responsiveness and expertise but also recognize our growing ability to meet demanding requirements with high quality Candidates.
What Does a High NPS Means To NATEK Team?
An NPS of 73 tells us that Customers not only value our services but are genuinely willing to recommend us. This result reflects the impact of the internal improvements we’ve made over the past months, including strengthening our talent screening processes, refining our communication workflows, and aligning our delivery teams more closely with customer needs.
“The score signals a high level of trust and loyalty. Our Clients see us as a reliable partner capable of delivering consistent quality, even in complex or time-sensitive situations. This trust is something we take seriously, and it motivates us to keep raising the bar.”
Our current NPS score is a result we’re truly proud of, because it reflects the trust our Customers place in us every day. It shows that our focus on quality delivery, strong communication, and reliable partnerships is making a real difference. At the same time, it reminds us that listening to our Clients and continuously improving is key to building long-term, successful cooperation.
How our recruitment process is perceived by the Candidates?
In addition, we also measure the experience of Candidates who go through our recruitment process. Our latest Net Promoter Score is 79, which reflects a very high level of satisfaction and trust among professionals engaging with NATEK.
Respondents highlighted several strengths of our recruitment approach:
- Quick recruitment process: Many appreciated the efficiency of the hiring journey, from initial contact to final decision.
- Fast and transparent communication: Clear, timely updates were frequently mentioned as a key positive factor.
- Professional and friendly recruiters: Candidates emphasized the balance between professionalism and a genuinely human approach. Several noted that our recruiters made them feel valued, respected, and supported - an especially important aspect in the IT industry.
- Honest and open communication: Feedback praised the clarity and transparency of information shared throughout the process, helping Candidates build trust and set realistic expectations.
- Responsiveness, even when roles closed: Candidates valued being informed when a position was no longer available, reinforcing a sense of respect and closure.
- Strong role–skill alignment: Many highlighted how well their skills and expertise matched the roles presented, along with the friendliness and understanding shown throughout the process.
“A Candidates NPS score of 79 is a strong confirmation that our approach truly matters. We put a lot of emphasis on transparent communication, honest feedback, and treating every Candidate with respect - regardless of the outcome. Seeing Candidates recognize not only our efficiency but also the human side of our recruitment process, motivates us to keep improving and raising the bar even higher.”
This feedback confirms that we’re not only focused on delivering value to our customers but also on creating a positive, respectful, and people-first experience for Candidates. A strong first experience is essential to building long-term relationships and ultimately, strong teams for our clients.
How We Plan to Improve Further?
While we’re proud of the progress reflected in our latest NPS score, we know there’s always room to improve. Our next steps include improving the speed and transparency of our communication even further, expanding our talent pipeline to ensure broader skill coverage, and continuing to invest in training to keep our teams at the top of their fields.
We’re also planning new initiatives focused on improving the customer journey - from more intuitive onboarding processes to additional reporting options and improved follow-up mechanisms. Each of these enhancements is designed with one goal in mind: delivering an even smoother, more value-driven experience.
At the same time, we’re committed to continuously improving the Candidate experience. This includes refining our recruitment workflows to make processes even faster and clearer, strengthening feedback loops so Candidates stay informed at every stage, and further empowering our recruiters with tools and training that support a personalized, people-first approach. By doing so, we aim to ensure that every Candidate interaction reflects our values of transparency, respect, and professionalism.
Conclusion
We’re deeply grateful to our customers for their honest feedback, continued trust, and ongoing collaboration. Every comment - whether positive or constructive - helps us grow and refine the way we work. Your input is invaluable, and it directly shapes the improvements we make. Thank you for choosing us as your partner. We remain fully committed to providing exceptional service and ensuring that every interaction adds value to your experience.
We’re equally thankful to the Candidates who took the time to share their experiences with us. Your feedback helps us build a recruitment process that is transparent, respectful, and genuinely people-focused - one that reflects the values we stand for as an employer and business partner.
Our latest NPS scores - both from customers and Candidates - are more than just numbers. They reflect how well we’re meeting expectations, how strongly people believe in the work we do, and how effectively we build trust across every interaction. They reinforce the importance of listening, adapting, and continuously improving.
As we move forward, we’ll continue to measure our progress, invest in better experiences, and build on the trust our customers and Candidates have placed in us. We’re excited about what’s ahead and committed to delivering even greater value in the future.
If you’re looking for a partner who listens, adapts, and consistently delivers high-quality IT services, we’re here to support your goals. Whether you need to scale your team, strengthen your project delivery, or explore new cooperation models, we’re ready to help.
Get in touch with NATEK Sales Prospection Team Lead Andrzej Osman at andrzej.osman@natek.eu, or fill out our Contact Form to start the conversation. Let’s continue building success together and #growITwithus!
