High Scores, Happy Customers: Simplifai’s CSAT and cNPS Results for 2024

If our customers are happy – so are we. That appears to be the case for 2024, as the recent results of our customer satisfaction survey showcase. Achieving high scores in both Customer Satisfaction (CSAT) and Customer Net Promoter Score (cNPS) not only reinforces the value we bring to our customers and the trust they place in us but also reflects the commitment of our team.

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January 28, 2025

What do CSAT and cNPS measure?

CSAT is a widely used metric that measures how satisfied customers are with a product, service, or interaction. It’s calculated as a percentage of satisfied customers out of the total responses, offering a clear and straightforward indicator of overall satisfaction. While benchmarks vary across industries, scores above 85% are generally considered excellent.

cNPS measures customer loyalty and advocacy by asking, “How likely are you to recommend this company to a colleague or your network?”. This makes it a vital metric, as it not only reflects current satisfaction but also predicts future growth by highlighting the likelihood of customers promoting the business. A cNPS score between 30-70 is regarded as very good.

Customer Insights: A ‘Great Team to Work With’

To better understand how we’re performing, we asked our customers about their experiences with Simplifai. Specifically, we explored their satisfaction with our delivery process, project team, communication during the project, and the quality of the technology delivered. Finally, we asked how likely they were to recommend Simplifai’s services to others.

The feedback speaks for itself:

Customer Satisfaction (CSAT): 87.5%

Customer Net Promoter Score (cNPS): 60

These impressive scores highlight the positive experiences our customers have had with Simplifai, underscoring the impact of our technology and the dedication of our team.

As Aleksander Nyland, Head of Customer & Process Optimization at Storebrand, one of Simplifai’s largest customers in the Nordics, put it: ‍"Great team to work with!".

Nils Slottet, Chief Solution Officer at Simplifai, expressed: "Delivering value to our customers is at the heart of everything we do, and receiving such positive feedback reflects the trust our clients have in us. This inspires us to continue innovating and striving to exceed expectations every day!"

Thank You for Your Trust

These results are a testament to the hard work of our team and the strong partnerships we’ve built with our customers. Knowing that our efforts have led to such high satisfaction and loyalty inspires us to continue delivering exceptional service and technology. ‍

"Being called ‘a great team to work with’ by our customers means everything to us. It’s a reminder that good technology is only half the story—strong relationships and trust make all the difference."‍ commented Artem Gonchakov, CEO of Simplifai.

Looking ahead, Simplifai remains committed to driving success for our customers by exceeding expectations, enhancing collaboration, and pushing boundaries in Agentic AI in the Insurance space.