At Codec, delivering exceptional customer experience isn't just a goal, it's a core measure of our success. That's why we're proud to share our latest Customer Satisfaction (CSAT) and Net Promoter Score (NPS) results, which reflect the strength of our customer relationships and the value we deliver every day. 

A strong result in a challenging benchmark landscape

Customer experience metrics only tell part of the story in isolation. Their real value comes when compared to industry benchmarks and this is where our results stand out. 

Across industries, the average NPS typically sits around the 30-40 range, depending on sector (Zonka, 2026). In many cases, organisations in B2B technology environments operate within this range, with scores over 30 considered strong and indicative of a health level of customer loyalty. 

Similarly, CSAT benchmarks show that anything above 70% is considered good, with high performing organisations pushing into the upper ranges (Retenly, 2026). 

Against this backdrop, our latest scores demonstrate not just solid performance, but a clear commitment to going beyond the industry norm. 

What our scores mean

Achieving strong NPS and CSAT score is about more than hitting targets. These metrics reflect how our customers experience Codec at every stage of their journey - from initial engagement through to delivery and ongoing support. 

• NPS tells us how likely our customers are to recommend us

• CSAT captures how satisfied our managed services customers are with specific interactions 

Together, they provide a rounded view of both loyalty and day to day experience. 

While we'll cover exactly how these scores are calculated in a separate blog, what matters here is what they represent: trust, consistency, and a positive experience that customers are willing to stand behind. 

Built on strong relationships and consistent delivery

These results are driven by the fundamentals of how we work:

• Close collaboration with our customers to understand their needs

• A focus on delivering outcomes, not just solutions
• Continuous improvement based on feedback
• Commitment to long term partnerships rather than short term wins

In a market where expectations continue to rise, maintaining and exceeding customer satisfaction benchmarks is becoming increasingly difficult. That makes consistent, high scores all the more meaningful. 

Why this matters

High NPS and CSAT scores are not just indicators of satisfaction - they are predictor of growth. 

Organisations with strong customer experience metrics benefit from:

• Greater customer loyalty
• Increased advocacy and referrals
• Stronger long term relationships
• Sustainable business growth
  
  

In short, when customers are happy, businesses perform better. 

Looking ahead

While we're proud of these results, we see them as part of an ongoing journey rather than a final destination. 

We will continue to:

• Act on customer feedback
• Measure and refine our approach
• Invest in delivering even better experiences
  
  

Because ultimately, success isn't defined by a single score - it's defined by consistently meeting and exceeding our customers' expectations. 

See what great customer experience looks like in practice - speak to codec today at:

 info@codec.ie.