Our customers rate their experience with a score of 50. Significantly higher than the worldwide NPS score of 43. That is the outcome of the Net Promoter Score (NPS) research conducted among over 200 European customers.

Clients particularly appreciate our knowledgeable installation support, clear purchase guidance and excellent user training. Wilco Alblas, Vice President Customer Operations of Sakura Finetek Europe, is pleased with the results. “With every action we take, process we design or project we start we think about how the customer is impacted and the service & experience level can be improved. The high response rate in combination with the overall positive feedback is a result of that focus. We envision empowering laboratories to their full potential. That goes beyond the purchase of an instrument,” Wilco explains. 

Room for improvement
Our Vice President is thrilled with the overall positive feedback, but emphasises the we have to keep focusing on improving our Promotor Score: “This NPS is just the beginning. We are a quality company and we strive for operational excellence - always with the customer first. Therefore, we see opportunities to improve the customer experience. To achieve that, we implement three focus points for a better implementation experience, easier support contact and even more customised consultation."

Get the complete overview of Sakura Finetek Europe customers experience.