The latest customer satisfaction survey results from our Berner Industries business unit show that we have succeeded in further strengthening our position as a reliable, dependable and service-oriented partner. Our customers see Berner Industries as a partner with whom everyday operations run smoothly, communication works and deliveries are dependable over the long term.
Enhancing the customer experience is one of Berner’s strategic priorities, and Berner Industries has actively worked on this. The 2026 results show that this effort has paid off: nearly all metrics have developed positively compared to 2024. A total of 113 customers took part in the telephone interviews.
“The results of our customer satisfaction survey are truly encouraging and show that we have invested in the right things. Long-term partnerships with our customers are extremely important to us, so our work on developing the customer experience continues,” says Mika Pirhonen, EVP Berner Industries.
Key findings of the survey
NPS score – an excellent 75. Berner Industries’ Net Promoter Score (NPS) rose to an excellent level of 75, up from 68 in the 2024 survey. The NPS score reflects how eagerly our customers would recommend us to others. The NPS score falls between -100 and +100.
Assessment as a partner – dependable and easy to work with. Respondents see Berner Industries as a highly reliable, well-functioning and easy partner. The experiences were positive across the board, with no real criticism or major issues arising in the responses.
Assessment of contact persons – an excellent 8.8. Customers rated our 15 contact persons on a scale of 4-10, and the overall average for personal feedback was 8.8.
Assessment of operations and service – deliveries as a strength. Berner Industries’ operations and service were assessed against seven factors, and the overall rating rose to 9.0 (2024: 8.9). The highest scores (9.2) went to three delivery-related factors: delivery reliability, delivery accuracy and the correctness of delivery documentation.
Continuation of cooperation – strong confidence in the future. Nearly 80% of respondents expect cooperation to remain unchanged in the future, and 17% believe it will increase. None of the respondents expected the cooperation to end altogether.
Areas for development – more proactive contact and digital services. Although the results were positive across the board, some customers hoped for, among other things, more active communication about new products and further development of documentation and digital services. A broader product range was also on their wish list.
“Credit for these results goes to our wonderful team. This is the result of meticulous work that consistently keeps the customer in mind,” Mika Pirhonen continues.
Where do we go from here?
The review of the results will begin within Berner Industries sales segments, and the results and their development proposals will be taken into account in visit and action plans. Particular attention will be paid to the areas for development raised by customers.
How the survey was conducted
The survey was carried out by an external partner (Camp Consulting) as telephone interviews in June 2026. Of the 157 respondents selected for the interviews, 113 were reached, resulting in a response rate of 72%. The respondents represented a wide range of industries, including the food industry, feed industry, chemical industry, street maintenance and water treatment.
Thank you, your opinions are valued
A warm thank you to everyone who took part in the survey! Berner Industries is committed to continuously improving and developing its operations and remains grateful for all development suggestions and feedback going forward, as part of our everyday cooperation with customers.