{"id":5539,"date":"2025-11-17T10:03:42","date_gmt":"2025-11-17T08:03:42","guid":{"rendered":"https:\/\/etlia.fi\/?p=5539"},"modified":"2025-11-17T10:04:09","modified_gmt":"2025-11-17T08:04:09","slug":"trust-is-built-through-collaboration-etlia-nps-88","status":"publish","type":"post","link":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/","title":{"rendered":"Trust Is Built Through Collaboration:\u00a0Etlia\u2019s\u00a0NPS Now 88"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\"><strong>What Is NPS and Why Does It Matter to Us?<\/strong><\/h2>\n\n\n\n<p>NPS, or Net Promoter Score, is an internationally recognized metric that measures how likely customers are to recommend a company to others.<\/p>\n\n\n\n<p>This year, our NPS score is 88, reflecting the strong trust our customers place in us and showing that our collaborative way of working is also visible in the customer experience. It\u2019s an excellent improvement from last year\u2019s good result, 81, and above all, it tells us that our customers find working with us valuable and smooth. We want to thank our customers for their partnership and valuable feedback.<\/p>\n\n\n\n<p>NPS is based on a simple question:<\/p>\n\n\n\n<p>How likely are you to recommend Etlia to a colleague or business partner on a scale of 0\u201310?<br>(1 = not at all likely, 10 = extremely likely)<\/p>\n\n\n\n<p>Based on their responses, customers are divided into three groups:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Promoters (9\u201310): customers who are likely to recommend us to others<\/li>\n\n\n\n<li>Passives (7\u20138): satisfied, but not actively recommending<\/li>\n\n\n\n<li>Detractors (0\u20136): customers who would not recommend us<\/li>\n<\/ul>\n\n\n\n<p>The final NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. The average NPS for IT companies in the Nordics is 38.8 (<a href=\"https:\/\/trustmary.com\/nps-net-promoter-score\/nps-benchmarks-from-nordics\/\">Trustmary<\/a>, 2024) \u2014 making Etlia\u2019s 88 an exceptional result by industry standards.<\/p>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How We Measured Customer Satisfaction This Year<\/strong><\/h2>\n\n\n\n<p>We sent the NPS survey to all customers we have worked with during the current year. The survey was open for a set period, and from the beginning, we clearly communicated the closing date.<\/p>\n\n\n\n<p>At Etlia, transparency in how we measure and communicate our NPS results is important \u2014 trust is built not only on what we deliver, but also on how we act. The survey was confidential, allowing customers to give feedback openly.<\/p>\n\n\n\n<p>Here are a few examples of the feedback we received in open comments:<\/p>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>\u201cExtremely professional people and very pleasant to work with.\u201d\u00a0<br>\u201cThank you for co-operation!\u201d\u00a0<\/p><cite>\u201cCollaboration has been smooth and transparent all the time.\u201d\u00a0<\/cite><\/blockquote><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Continuous Improvement and Shared Practices Behind the NPS Result<\/strong><\/h2>\n\n\n\n<p>\u00a0One of the key factors behind our improved NPS is our internal Common Ways of Working knowledge base, which helps us continuously learn and improve together.<\/p>\n\n\n\n<p>Common Ways of Working is an internal document of best practices that we have been developing and maintaining together for several years. It collects practical insights, effective work methods, and project learnings that we want to share within the team.<\/p>\n\n\n\n<p>In practice, we review the document together every other week during internal meetings. During these sessions, we decide who will next take responsibility for reviewing and developing specific sections. Each consultant is also periodically encouraged to add new observations, suggestions, or comments to existing entries.<\/p>\n\n\n\n<p>The goal is not only to document knowledge but to build a shared understanding of what truly works. By openly sharing our learnings, we continuously improve both our ways of working and our customer experience.<\/p>\n\n\n\n<p>And ultimately, this great NPS result belongs to all of us. It\u2019s a shared success that reflects every Etlian\u2019s commitment to doing things well and putting the customer\u2019s interests first.<br>Our gratitude goes to both our customers and our team \u2014 together, we turn data into truly business-enabling solutions.<\/p>\n\n\n\n<div style=\"height:41px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Looking Ahead<\/strong>\u00a0<\/h2>\n\n\n\n<p>We are grateful to every customer who took the time to answer our survey. The feedback we receive means more to us than just a number \u2014 it\u2019s a direction that helps us reflect on our work: where we\u2019ve succeeded and where we can continue to grow.<\/p>\n\n\n\n<p>Although an NPS of 88 is an achievement we\u2019re proud of, it\u2019s not the finish line. It\u2019s an important motivator for us to continue with the same curiosity and drive for improvement that have helped us build long-term, trusted customer relationships.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What Is NPS and Why Does It Matter to Us? NPS, or Net Promoter Score, is an internationally recognized metric that measures how likely customers are to recommend a company to others. This year, our NPS score is 88, reflecting the strong trust our customers place in us and showing that our collaborative way of [&hellip;]<\/p>\n","protected":false},"author":27,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":true,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[58],"tags":[118],"class_list":["post-5539","post","type-post","status-publish","format-standard","hentry","category-blog-posts-en","tag-nps"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Trust Is Built Through Collaboration \u2013 Etlia\u2019s NPS Is 88<\/title>\n<meta name=\"description\" content=\"Etlia\u2019s NPS score of 88 shows how shared practices and continuous learning strengthen customer trust and collaboration.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Trust Is Built Through Collaboration \u2013 Etlia\u2019s NPS Is 88\" \/>\n<meta property=\"og:description\" content=\"Etlia\u2019s NPS score of 88 shows how shared practices and continuous learning strengthen customer trust and collaboration.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/\" \/>\n<meta property=\"og:site_name\" content=\"Etlia\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-17T08:03:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-17T08:04:09+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/etlia.fi\/wp-content\/uploads\/2023\/05\/Etlia-etusivu-Palvelut-1920px.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"761\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Dina Pynssi\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Dina Pynssi\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/\"},\"author\":{\"name\":\"Dina Pynssi\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#\\\/schema\\\/person\\\/6aab060d9d862c727cfff0710f4aec5e\"},\"headline\":\"Trust Is Built Through Collaboration:\u00a0Etlia\u2019s\u00a0NPS Now 88\",\"datePublished\":\"2025-11-17T08:03:42+00:00\",\"dateModified\":\"2025-11-17T08:04:09+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/\"},\"wordCount\":624,\"publisher\":{\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#organization\"},\"keywords\":[\"NPS\"],\"articleSection\":[\"Blog posts\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/\",\"url\":\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/\",\"name\":\"Trust Is Built Through Collaboration \u2013 Etlia\u2019s NPS Is 88\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#website\"},\"datePublished\":\"2025-11-17T08:03:42+00:00\",\"dateModified\":\"2025-11-17T08:04:09+00:00\",\"description\":\"Etlia\u2019s NPS score of 88 shows how shared practices and continuous learning strengthen customer trust and collaboration.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/trust-is-built-through-collaboration-etlia-nps-88\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/etlia.fi\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Trust Is Built Through Collaboration:\u00a0Etlia\u2019s\u00a0NPS Now 88\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/etlia.fi\\\/en\\\/\",\"name\":\"Etlia\",\"description\":\"Kriittiset analytiikkaratkaisut yrityksellesi\",\"publisher\":{\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/etlia.fi\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#organization\",\"name\":\"Etlia\",\"url\":\"https:\\\/\\\/etlia.fi\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/etlia.fi\\\/wp-content\\\/uploads\\\/2021\\\/03\\\/etlia_logo_full_for-white-background-3.jpg\",\"contentUrl\":\"https:\\\/\\\/etlia.fi\\\/wp-content\\\/uploads\\\/2021\\\/03\\\/etlia_logo_full_for-white-background-3.jpg\",\"width\":850,\"height\":374,\"caption\":\"Etlia\"},\"image\":{\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/company\\\/etlia\\\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/etlia.fi\\\/en\\\/#\\\/schema\\\/person\\\/6aab060d9d862c727cfff0710f4aec5e\",\"name\":\"Dina Pynssi\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/ea9fcaeb51aa624138ff4e6b726eb65a77913297039ddb23faa37f34980b5509?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/ea9fcaeb51aa624138ff4e6b726eb65a77913297039ddb23faa37f34980b5509?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/ea9fcaeb51aa624138ff4e6b726eb65a77913297039ddb23faa37f34980b5509?s=96&d=mm&r=g\",\"caption\":\"Dina Pynssi\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Trust Is Built Through Collaboration \u2013 Etlia\u2019s NPS Is 88","description":"Etlia\u2019s NPS score of 88 shows how shared practices and continuous learning strengthen customer trust and collaboration.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/","og_locale":"en_US","og_type":"article","og_title":"Trust Is Built Through Collaboration \u2013 Etlia\u2019s NPS Is 88","og_description":"Etlia\u2019s NPS score of 88 shows how shared practices and continuous learning strengthen customer trust and collaboration.","og_url":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/","og_site_name":"Etlia","article_published_time":"2025-11-17T08:03:42+00:00","article_modified_time":"2025-11-17T08:04:09+00:00","og_image":[{"width":1920,"height":761,"url":"https:\/\/etlia.fi\/wp-content\/uploads\/2023\/05\/Etlia-etusivu-Palvelut-1920px.jpg","type":"image\/jpeg"}],"author":"Dina Pynssi","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Dina Pynssi","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/#article","isPartOf":{"@id":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/"},"author":{"name":"Dina Pynssi","@id":"https:\/\/etlia.fi\/en\/#\/schema\/person\/6aab060d9d862c727cfff0710f4aec5e"},"headline":"Trust Is Built Through Collaboration:\u00a0Etlia\u2019s\u00a0NPS Now 88","datePublished":"2025-11-17T08:03:42+00:00","dateModified":"2025-11-17T08:04:09+00:00","mainEntityOfPage":{"@id":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/"},"wordCount":624,"publisher":{"@id":"https:\/\/etlia.fi\/en\/#organization"},"keywords":["NPS"],"articleSection":["Blog posts"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/","url":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/","name":"Trust Is Built Through Collaboration \u2013 Etlia\u2019s NPS Is 88","isPartOf":{"@id":"https:\/\/etlia.fi\/en\/#website"},"datePublished":"2025-11-17T08:03:42+00:00","dateModified":"2025-11-17T08:04:09+00:00","description":"Etlia\u2019s NPS score of 88 shows how shared practices and continuous learning strengthen customer trust and collaboration.","breadcrumb":{"@id":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/etlia.fi\/en\/trust-is-built-through-collaboration-etlia-nps-88\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/etlia.fi\/en\/"},{"@type":"ListItem","position":2,"name":"Trust Is Built Through Collaboration:\u00a0Etlia\u2019s\u00a0NPS Now 88"}]},{"@type":"WebSite","@id":"https:\/\/etlia.fi\/en\/#website","url":"https:\/\/etlia.fi\/en\/","name":"Etlia","description":"Kriittiset analytiikkaratkaisut yrityksellesi","publisher":{"@id":"https:\/\/etlia.fi\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/etlia.fi\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/etlia.fi\/en\/#organization","name":"Etlia","url":"https:\/\/etlia.fi\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/etlia.fi\/en\/#\/schema\/logo\/image\/","url":"https:\/\/etlia.fi\/wp-content\/uploads\/2021\/03\/etlia_logo_full_for-white-background-3.jpg","contentUrl":"https:\/\/etlia.fi\/wp-content\/uploads\/2021\/03\/etlia_logo_full_for-white-background-3.jpg","width":850,"height":374,"caption":"Etlia"},"image":{"@id":"https:\/\/etlia.fi\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/company\/etlia\/"]},{"@type":"Person","@id":"https:\/\/etlia.fi\/en\/#\/schema\/person\/6aab060d9d862c727cfff0710f4aec5e","name":"Dina Pynssi","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/ea9fcaeb51aa624138ff4e6b726eb65a77913297039ddb23faa37f34980b5509?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/ea9fcaeb51aa624138ff4e6b726eb65a77913297039ddb23faa37f34980b5509?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/ea9fcaeb51aa624138ff4e6b726eb65a77913297039ddb23faa37f34980b5509?s=96&d=mm&r=g","caption":"Dina Pynssi"}}]}},"_links":{"self":[{"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/posts\/5539","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/comments?post=5539"}],"version-history":[{"count":1,"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/posts\/5539\/revisions"}],"predecessor-version":[{"id":5540,"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/posts\/5539\/revisions\/5540"}],"wp:attachment":[{"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/media?parent=5539"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/categories?post=5539"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/etlia.fi\/en\/wp-json\/wp\/v2\/tags?post=5539"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}