We take client feedback to heart, whether it’s individual business reviews, calls to our client experience managers or our annual client survey. While Nordis Technologies has always focused on excellent client service and relationships, business needs and preferences change and so we need to change with them.
Over the past year, we’ve used that input to update our support and services model so it’s more proactive and better aligned with how clients want to engage. Recent changes include:
- Client Success Managers are now Client Experience Managers (CXMs) to reflect their role in providing excellence at every step of the client journey as well as in client results.
- Every client now has a primary and secondary CXM, improving continuity and coverage.
- CXMs hold 30-minute performance check-in calls, at a client-preferred frequency, to review client-specific data and metrics.
- CXMs are involved from the kickoff call rather than joining the program after development and implementation.
We’ve also added to our suite of solutions, capabilities and services and made other changes to unify, streamline and accelerate everything from initial onboarding to program change requests, also known as PCRs.
Net Promotor Score increase to 64 and positive feedback
The 2025 client survey moved our Net Promoter Score (NPS) to 64 from the mid 50s. NPS measures clients’ loyalty and satisfaction by asking how likely they are to recommend the company. While all our scores have placed Nordis Technologies in the “great” category since we began measuring NPS, we are dedicated to enhancing client experiences and results—and thus moving the NPS needle higher.
For additional context, it’s helpful to compare Nordis Technologies’ results with broader technology industry trends. According to recent studies, the average Net Promoter Score (NPS) for technology and software companies typically falls between 30 and 40, with top-performing organizations reaching into the 50s.
Achieving an NPS of 64 places Nordis Technologies well above the industry average, indicating a higher level of client satisfaction and loyalty than many peers. In addition, leading tech firms are increasingly focusing on personalized customer support, proactive engagement, and streamlined digital experiences—practices that align closely with the recent enhancements made by Nordis Technologies.
More improvements ahead
In 2026, we are focused on helping clients optimize their use of our customer communication management (CCM) platform, Expresso® and the Digital Communication Records™ unique to it as well as identify potential cost efficiencies. Based on the survey, clients are prioritizing Expresso’s digital solutions, including making the best use of different types of omnichannel communication, including email and text messaging. Many are also choosing electronic bill presentment and payment (EBPP) and better ways to handle return mail.
Our CXM calls covering client performance are naturally segueing into more consultative conversations. We plan to introduce a number of innovations, some AI-powered, in the coming months to help our clients drive strategic advantage and market differentiation. They will help improve the CX and effectiveness of their transactional communications and payments programs. Clients will also see strategic enhancements that make working with Nordis easier, faster, and more consistent and deliver greater business value.
We rely on client input to shape our solutions and services and address any shortcomings. Please reach out to your CXM with any needs or ideas for improvement. We want to hear them!
Key Takeaways:
- Nordis Technologies’ net promotor score (NPS) rose to 64 as service and support enhancements took hold.
- In response to customer input, Nordis is focused on helping clients optimize their transactional communications programs using our omnichannel CCM platform Expresso® and its Digital Communication Records™.
- Nordis will be rolling out product and service innovations throughout 2026 that deliver greater client value and competitiveness.
Contact us today to learn how we can help your organization.
