Customer satisfaction survey 2025

Quality has been the focus of all PAPUREX processes since the beginning of the company’s history. Ultimately, however, our customers determine the quality of our products and services – because the quality objective is only achieved if they meet their requirements. To evaluate this, we conduct a customer satisfaction survey every two years. This year it was time again and the survey provided a reason to celebrate with record participation. However, it was not the number of participants, but rather the responses that are of immense importance to us.

Outstanding Net Promoter Score

The Net Promoter Score (NPS) is a key figure that compares customers who would recommend a company (rating 9-10 on a scale of 1-10) with those who would not (rating 1-6 on a scale of 1-10). A more detailed description of the calculation can be found in an earlier post on the Net Promoter Score on papurex.de.

The online survey platform Survey Monkey considers an NPS of over 0 to be good based on data from over 150,000 companies that have surveyed their customers using the platform. Values of over 30 are described as “great” in the corresponding Survey Monkey article. PAPUREX’s NPS is currently 68.18, which is well within this desirable range.

Product quality as the basis for satisfaction

The high standards for our products are what have secured our place in the hose market for more than 40 years, in addition to our individual problem-solving expertise. This was also confirmed in the latest customer satisfaction survey: More than 95% of the companies surveyed stated that they were satisfied with the product quality of PAPUREX. Around 73% even gave the highest rating of “very satisfied”. Even if we are enjoying these figures for the moment, there is still room for improvement, which we intend to exploit in close consultation with our customers and also through the suggestions from the survey.

Expertise and friendliness of the PAPUREX team

In addition to the quality of our hoses, our employees have also received excellent feedback from external contacts. Almost 90% of the companies surveyed rated the expertise of our colleagues as at least good. 72 % even gave the highest rating of “very good”.

The ratings for friendliness were even better: over 95% of the ratings here were at least in the good range. A proud 82% are in the “very good” range.

Quotes from the survey

To let our customers speak for themselves, here are just a few of the many positive responses we received:

• – “good collaboration and quality of materials”
• – “Competent, accommodating, fast, extremely customer-oriented, contact is always very personal”
• – “Friendly communication. Quick help. Good quality”
• – “high quality products, good cooperation ”
• – “Top product, top service”
• – “Very good product quality without problems. Perfect service

We would like to thank our customers for their feedback and will use it to continue working on ourselves!