More Than a Score: What a 9,0/10 Rating and an NPS of 71 Say About IPI's Customer Service
Numbers alone rarely tell the full story. But sometimes, they are a very good place to start.
When a customer in Belgium writes “Special thanks to IPI’s technicians for their expertise and good work!”, or when an operator in Sri Lanka reports “We are satisfied with the machine performance and the overall installation and support provided by the IPI team. The machine meets our expectations in general...” after an installation or maintenance visit, these are not just kind words. They are signals. And at IPI, we listen to them carefully.
For over ten years, we have been systematically collecting customer feedback on our Customer Service activities - from filling line installations and preventive maintenance to remote assistance and troubleshooting. Surveys are sent in the customer’s own language, tailored to the type of intervention, and designed to gather honest, structured feedback. What we do with that feedback is what defines us.
The Numbers Behind the Trust
Over ten years of continuous data collection, one thing stands out: the trajectory is consistently upward.
In the last two years, our customers have rated IPI's Customer Service an average of 9,0 out of 10 - across all intervention types, all geographies, all service contexts. That is not a single snapshot: it is the result of thousands of individual interactions, each one an opportunity to deliver on our promise of reliability.
And then there is the NPS.
Net Promoter Score (NPS) is a widely used measure of customer loyalty. It is built on a single question: How likely are you to recommend IPI to a colleague or business partner? Customers who respond with 9 or 10 are Promoters - loyal advocates. Those who answer 0 to 6 are Detractors. The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters and can range from -100 to +100.
Our current NPS stands at 71 - a figure that has grown continuously over the years, from an average of 38 across the full ten-year period. To put it simply: the vast majority of our customers would actively recommend IPI’s Customer Service to others. In a B2B industry where trust is earned intervention by intervention, that number carries real weight.
What the Feedback Actually Covers
IPI’s service ecosystem is broad by design. Our customers may need us for a new line installation, scheduled preventive maintenance, an urgent troubleshooting call, or a remote assistance session when every minute of downtime matters.
Behind every service activity, we want to measure how we perform on the aspects that truly matter to the customer. Each survey is built around a set of target questions designed to assess specific aspects of the intervention, and each answer gives us a concrete reference point from which corrective actions and improvements can take shape.
A scheduled preventive maintenance, for instance, is far more than a visit on a calendar. It involves selecting the correct spare part codes, planning their delivery and confirming their arrival on site, and respecting the agreed schedule with minimal deviation between planned and actual timing. It also means sending technicians who bring both technical expertise and the ability to work alongside the customer's team. They share knowledge, they listen and build the kind of relationship that often turns a routine service intervention into a long-term partnership.
That is why every interaction generates a dedicated satisfaction survey - structured, multilingual, and directly linked to the type of support provided. It means we do not rely on generalized impressions, but on specific, actionable data tied to real service events. It means a customer in Tanzania and a customer in Spain receive surveys that speak their language - literally and technically.
Feedback as a Tool, Not a Trophy
A high score is gratifying. But at IPI, customer feedback is not a finish line - it is a compass.
Over the years, the insights gathered through our satisfaction surveys have been the starting point for concrete improvements: refining intervention protocols, strengthening our remote diagnostics capabilities, enhancing technician training, and shortening response times. Every critical comment is an opportunity. Every suggestion is taken seriously.
When Listening Becomes Innovation: The Repair Kit Story
One example tells this story well. Thanks to feedback gathered from customers in Norway, Mexico and Congo, we identified a clear operational need: when a fault affects specific components of the machine, our priority is getting the line back up and running as quickly as possible, and we cannot afford the risk of replacing the wrong part.
Pinpointing a faulty component can lead to long waiting times and to costly second attempts - and depending on the destination, an extra round of shipping can mean days, sometimes weeks of lost production.
So how did we respond to this challenge? To address it, we designed a pre-assembled repair kit, built to be installed in full directly on site. Available in different variants depending on the machine, operating conditions, and software configuration, these kits are shipped ready to use - fully pre-configured and pre-programmed - so that, once they reach the customer, they can simply be plugged in to bring the line back up.
Restoring production is the immediate priority, and as soon as the line is running again we analyze the faulty component to drive future improvements.
This is what ten years of listening looks like: not a static level of service, but one that has been continuously shaped and sharpened by the people who depend on it most - our customers.
Reliability Is Built, Not Claimed
At IPI, we believe that the quality of a Customer Service team is proven not at the moment of sale, but in the years that follow. In the routine visits. In the emergency calls. In the patience, expertise, and responsiveness that our technicians bring to every site, in every country, in every situation.
A rating of 9,0/10. An NPS of 71. Ten years of trust, built one intervention at a time.
These are not just numbers. They are the result of a commitment - to our customers, to their production lines, and to continuous improvement as a practice, not a promise.
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