Login: FinlandAt Ropo, client feedback plays a central role in shaping our operations and strategic priorities. Throughout 2024, we collected results from multiple customer surveys, including the annual client satisfaction survey aimed at all our clients and the more targeted decision-makers’ NPS survey. These surveys provided valuable insights into client satisfaction, loyalty, and perceptions of our updated brand identity.
High Client Satisfaction Across All Countries
The annual client satisfaction survey revealed that 59% of respondents across all markets were either very satisfied or satisfied with Ropo’s services. Client satisfaction levels remained robust across different survey segments. This reflects Ropo’s ability to meet diverse client needs and maintain strong trust among various user groups. Additionally, satisfaction across all service models demonstrated Ropo’s ability to deliver consistent value, regardless of service scope. Ropo One Embed, our most comprehensive service model, achieved a satisfaction score of 62%, while Ropo One Unify, the second most extensive service, scored 69%.
In addition, the survey highlighted top scores for key image attributes: reliability at 70%, professionalism at 68%, and approachability at 66%. These results illustrate the strong connection between Ropo’s values and the qualities most appreciated by our clients. These results highlight the trust clients place in Ropo’s offerings across diverse needs and service configurations.
Understanding Client Loyalty Through NPS
Net Promoter Score (NPS) is a cornerstone metric for Ropo, reflecting our unwavering focus on understanding client loyalty and identifying growth opportunities.
Our focus on decision-makers is central to our strategic growth, resulting in an impressive NPS of 59 for 2024, continuing the upward trend from 56 in 2023 and 53 in 2022. This upward trajectory demonstrates our ability to effectively engage and support key decision-makers, reinforcing the strength of our strategic approach.
Positive Feedback on Our Brand Refresh
A significant milestone this year was the feedback on Ropo’s updated brand identity, designed to align our visual representation with our core values: Trustworthiness, Responsibility, Unity, Service, and Transparency, and accelerate growth in the Nordics. As part of the 2024 client satisfaction survey, two new sections focused on brand perception and service awareness were introduced.
Feedback on Ropo’s updated brand identity was overwhelmingly positive across multiple dimensions. Overall, 97% of respondents rated Ropo’s visual identity as positive or neutral, with 52% specifically rating it as very positive or positive. Similarly, 96% of respondents viewed the name change from Ropo Capital to Ropo positively or neutrally, with 56% expressing a very positive or positive sentiment. Furthermore, 95% of respondents agreed that the updated brand reflects their needs, with 55% rating this alignment as very positive or positive. General impressions of Ropo’s trustworthiness, modernity, and attractiveness were rated positively or neutrally by 93%, underscoring the success of the brand renewal in strengthening client perceptions.
The updated brand identity has not only modernized our appearance but also strengthened our connection with clients. This evolution reflects our commitment to ongoing development and ensures that our brand represents who we are today and where we aim to go in the future.
The Importance of Surveys at Ropo
Surveys play a crucial role at Ropo, guiding us in continuously improving and adapting our services. We have established clear processes to ensure that client voices are heard and acted upon effectively. Before and during surveys, our teams actively engage with clients to encourage participation and underline the importance of their feedback. Once results are collected, we thoroughly analyze the data and respond to insights by addressing specific areas for improvement and refining our approach where needed.
This structured approach ensures that client feedback translates into meaningful actions, both in the short and long term. We extend our heartfelt thanks to all clients who participated in the surveys last year. Your input is invaluable, driving our commitment to excellence now and into the future.