Written by:
The result indicates a strong willingness among clients to recommend Future Processing to other organisations. For the company, however, NPS is not an end in itself. Its primary purpose is to provide a better understanding of clients’ experiences and expectations, identify opportunities for improvement, and guide actions that strengthen long-term partnerships and support clients in achieving their business objectives.
Future Processing has conducted its NPS survey twice a year since 2019. Regular measurement enables the company to monitor long-term trends and assess whether improvements in communication, project delivery and relationship management are meeting clients’ expectations. Future Processing recorded an NPS of 53 in 2024, 67 in 2025 and 74 in the first half of 2026.
NPS is not an end in itself for us. The greatest value of the survey is that it helps us understand what clients particularly appreciate about working with us and where we can improve further. We turn these insights into concrete actions concerning communication, project delivery and accountability for outcomes. A score of 74 shows that we are moving in the right direction, but, above all, it commits us to continuously improving our partnerships and delivering tangible business value to our clients.
Daria Polończyk
Head of Delivery & Consulting
From recommendation to long-term partnership
From recommendation to long-term partnership
Net Promoter Score is one of the most widely used measures of clients’ willingness to recommend a company. Organisations in both B2B and B2C sectors use it to monitor changes in client experience and understand how relationships develop over time.
A recommendation is particularly meaningful in the technology sector. Projects often last for months or years, concern strategically important areas of a client’s business and require close collaboration between the client and its technology partner. A willingness to recommend can therefore reflect not only the quality of the solutions delivered, but also the standard of communication, accountability, mutual trust and the ability to solve business challenges together.
An NPS of 74 means that the percentage of Future Processing’s promoters exceeds the percentage of its detractors by 74 percentage points. The result represents a strong positive balance of recommendations and provides the company with a valuable reference point for further improvement.
Regional results
Regional results
- NPS 84 — the DACH region: Germany, Austria and Switzerland,
- NPS 77 — the United Kingdom.
An NPS of 84 in the DACH region is particularly meaningful to us because our work with clients in this market often involves complex, long-term technology initiatives. Such partnerships require mutual trust, transparent communication and consistent delivery on commitments. The strong willingness to recommend Future Processing shows that clients value not only our technological expertise, but also the way we work together to achieve their business objectives. At the same time, we see this result as a commitment to keep listening and developing our partnerships in line with clients’ evolving needs.
Justyna Szymańska-Laskowska
DACH Business Director
An NPS of 77 says our UK clients trust the way we work with them day to day. That comes from being in the detail with them and understanding their business well enough to produce measurable impact. Trust like that takes years, it shows up when you stay consistent and own the complex problems instead of passing them back. I'm grateful our UK clients recommend us and keep giving us honest feedback, that is the fuel for our growth and we don't take it for granted.
Adam Gaca
Managing Director UK&I and VP of Innovation
The regional results indicate a strong positive balance of recommendations in both markets. They also give Future Processing an additional reference point for improving its services and adapting its approach to clients’ local needs.
About the methodology
About the methodology
The Net Promoter Score survey is based on one principal question:
“How likely are you to recommend Future Processing to other organisations?”
Respondents answer on a scale from 0 to 10 and are divided into three groups:
- Scores of 0–6 represent detractors — clients who are unlikely to recommend the company.
- Scores of 7–8 represent passives — clients who are satisfied but less likely to actively recommend the company.
- Scores of 9–10 represent promoters — clients who are willing to recommend the company to other organisations.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are included in the total number of respondents but are not classified as either promoters or detractors. The final score ranges from –100 to +100 and represents the balance between clients who are ready to actively recommend the company and those who are unlikely to do so.