How we turn NPS feedback into real improvements

Article

How we turn NPS feedback into real improvements

Ewelina Gowkielewicz

Project Manager

At Reffine, monitoring and improving customer satisfaction isn’t just a quarterly checkbox - it’s a cornerstone of how we grow stronger partnerships and deliver better digital solutions.

Since the introduction of the Net Promoter Score (NPS) process, we've not only gained valuable insight into client perceptions, but also transformed that feedback into tangible service improvements across our core offerings: Stock Locator, CMS, Forms, and related services.

The Process: listening with purpose

The NPS survey is sent out quarterly, during the first week of every new quarter, to our global partners across EIRO, Overseas, and NSC markets. What began as a centralized outreach has evolved into a localized effort: today, surveys are sent by each market’s point of contact at Reffine. This shift has significantly increased response rates and allowed for more contextual client engagement.

Each cycle results in two critical outputs:

1. Internal presentation and analysis: Teams receive a breakdown of results with commentary.
2. Detractor-focused action tracker: Dedicated space where low scores (0–6) are reviewed, assigned, and followed up on collaboratively.

"Our clients are our partners, and we treat their feedback as a strategic resource. Every market has its own challenges, and NPS gives us a shared language to understand them. That’s how we grow, by staying close to the ground, even when we operate globally."

Małgorzata Badowiec COO, Reffine

From Insights to Action: What We've Changed

What sets the Reffine NPS initiative apart is not just collecting scores but acting on them. Several recent improvements stem directly from client feedback:

Transparent communication for upcoming changes: Clients requested clearer advance notice of changes, so we introduced structured notifications, including planned timelines to help local teams prepare translations and updates.
Launch demo meetings: To bridge visibility gaps between DevTeam work and client awareness, we launched demo sessions with stakeholders in the EIRO region.
Faster first response times: We defined a 48-hour window for first client contact in Jira following ticket creation, streamlining our responsiveness expectations.
Test lead notification protocol: Misunderstandings over test form leads prompted a formalized communication process and automated retry mechanism when leads fail to send.

"Every piece of feedback is a clue. We treat it as a signal to fine-tune our workflows. The recent changes, from stricter Jira response SLAs to structured launch demos, are direct results of listening closely to what clients actually experience. We’re not just collecting data; we’re changing how we work because of it."

Patryk Szafianski Project Manager, Reffine

Seeing Results: From Detractors to Promoters

One notable success story came from the ADRIA region. An earlier detractor voiced concerns over the lack of clarity around test form submissions. After implementing the improved testing communication protocol, that same client acknowledged the change in the latest survey and rated the experience positively.

This example is not isolated. Across Q1 2025, we received not only higher satisfaction scores but also feedback recognizing Reffine’s adaptability and proactive response to suggestions:

I am happy because I see that you read all comments and want to optimize our cooperation.

Although we’ve had our ups and downs, the team is always available to help us.

The professionalism and dedication have consistently exceeded expectations.

Q1 2025 NPS results

The results speak for themselves:

Overall NPS: 73
A strong Net Promoter Score that reflects high satisfaction and trust in our services.
Respondents breakdown:
- 50% of respondents gave us a perfect 10
- 23.1% rated us 9
- 7.7% rated us 8
- 19.2% rated us 7
- (No responses below 7)

The NPS as Our Compass

Internally, we’ve started to refer to the NPS process as a “compass.” It helps us navigate market expectations, spotlight areas needing refinement, and validate improvements already made. At Reffine, we’re not just measuring satisfaction—we’re building on it.

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