Last November we again gauged the loyalty of our customers through the NPS survey. The central question here is “To what extent would you recommend Belnet to other organizations?” We were able to record an increase of 2 points compared to 2023 across our various communities.
We received a total of 46 answers from 43 different organizations, spread across our 3 communities: Research & Education, Federal and Public Services. Belnet achieved an NPS of +52, or an increase of 2 points compared to 2023. This increase is due to a decrease in the number of detractors: only 1 respondent gave Belnet a score of 6 or less.
54% of respondents are very enthusiastic about Belnet. They especially appreciate the stability of the Belnet network, the customer service, the reliability and the price-quality ratio of our services.
The respondents are least satisfied with the new services, which are sometimes too far away from Belnet's core mission, the certificate service (*), first-line support, communication in the event of an incident and documentation/support.
The following suggestions for improvement were indicated by several respondents: more focus on knowledge transfer, better support for customers who are often generalists and more interaction/consultation with the customer. These suggestions will be turned into concrete action items that we will work on in 2025.
We would like to thank all respondents for their review and valuable feedback.
(*) In the meantime, Belnet is working with a new certification service provider
Do you see any work points?