Sellforte Achieves 76 NPS in 2025 Customer Happiness Survey

I'm thrilled to share the results of our 2025 Customer Happiness Survey: Sellforte has achieved a Net Promoter Score (NPS) of 76, marking another exceptional year of customer feedback!

I have to admit: before diving into the 2025 survey results, I felt a bit nervous. This is because we had already reached an NPS of 61 in our 2024 Customer Happiness Survey, which is considered exceptionally high for a B2B SaaS company. How could we possibly raise the bar yet again?

But we did it again! We achieved a whooping 76 for our NPS this year, which means that the vast majority of our customers would staunchly recommend Sellforte to their peers. When I first saw the results, I had to double check the calculations. My disbelief quickly turned into pride, as I read the qualitative feedback from each of the respondents. This was a strong testament that all the effort and energy we’ve invested in developing the product and providing exceptional customer service, is paying off. These outstanding results confirm that we have the solid foundation needed to achieve our ambition of becoming the global leader in marketing measurement and optimization.

Let's now take a closer look at the results. Methodology is covered at the very end.

Record high NPS for 2025: 76

We started measuring NPS in 2022, after recognizing how valuable it is to collect structured customer feedback and to measure our progress over time. While there are pros and cons in the NPS metric, we chose it as the main metric because it's an industry standard and enables comparison to other companies. Following our company value #5, "Openness & Honesty", we have also always published the results:

• In the 2022 NPS study, we got a score of 56.
• In the 2023 NPS study, we improved the score to 59.
• In the 2024 NPS study, we improved it again to 61. 

This year's NPS of 76, derived from the feedback of 42 respondents, continues our remarkable trajectory of improvement. The chart below summarizes our results over the years:

We also ask respondents to elaborate on the score they gave. The excerpt below shows a few of the comments.

Next, let us deep dive into the various survey sections to understand why the score is so high and zero-in on the reasons contributing to the improvement 

1. Value Delivery: Client's Increasingly Feel They Are Getting Measurable Value

 Sellforte was originally founded to deliver "Impact". In our language, “impact” means that businesses using Sellforte achieve tangible gains—whether through increased sales or higher profits. When that happens, we feel proud about our work. You can read an example of tangible impact in our case study on Represent's highly successful Black Friday in 2024.

In our Customer Happiness Survey, we measure "Impact" by directly asking customers whether they are getting measurable value to their business. As the chart below shows, Sellforte has a score of 4.3 out of 5, which means that customers "Agree" and "Strongly Agree" to the statement that "Sellforte provides measurable value to our business".

 The chart above also highlights the improvement we have made over the years. In fact, improving this Impact score has been a major objective for us, and we've executed several initiatives over the years targeting it’s improvement. The most recent example is Sellforte's Campaign dashboard, launched in early 2025, which provides recommended spend level for each individual campaign, enabling Sellforte users to drive growth with tactical campaign optimization.

 Related to “Impact”, we also ask the survey respondents "What are the most significant benefits of Sellforte for your company and/or for you?" The respondents can choose one or more selections among four options 

1. Gaining an understanding on how marketing drives sales (base vs incremental) and the ROIs of different marketing activities and campaigns on a granular level
2. Making better marketing decisions, e.g., when planning marketing activities and budgets
3. Proving the value of marketing to other departments in the company
4. Achieving actual monetary improvements based on learnings from Sellforte

Out of all the improvements, we are most excited to see that a rapidly increasing number of respondents are choosing "Achieving actual monetary improvements" to be among the most significant benefits of Sellforte, as the chart below shows.

2. Product: Improvement in Features, More Training Needed

For the product, we measure customers' responses to four statements in our Customer Happiness Survey:

1. Sellforte is easy to use
2. Sellforte's features meet my needs
3. Sellforte easily adapts to our changing needs
4. I have received sufficient training to use Sellforte

Scores across all the areas have been quite stable over time, hovering around 4 (out of 5), which means customers choose "Agree" to the statements, as shown by the chart below.

As one takeaway from this year's survey, we have decided to increase our focus on customer training. We have grown our product development capacity markedly in the last two years, which has led to the launching of new features at an increasing pace. We need to ensure that the customer teams are able to keep up and provide sufficient training for the new features.

3. Service: High Scores Continue

While we are a product company, we have always taken pride in providing high quality customer service. Our customer success team typically meets customers once a quarter or once a month to review progress in marketing effectiveness and discuss optimization opportunities. Our customer success team is also often the first point of contact when there are challenges, such as data issues. Many times, Sellforte's Data Scientists also participate in the service delivery by providing customers insights on how the modeling works.

 We have consistently received near-perfect scores for the service, and this year is no different. The chart below shows that this year we received 4.7 (out of 5) on general collaboration, and 4.8 (out of 5) on how well Sellforte listens to customers' needs: 

The comments below provide some additional color on why the scores are so high:

Key Takeaways from the Customer Happiness Survey

The scores are generally on a very high-level, and gives us confidence that we are on the right path. While we have started several initiatives based on the survey, we want to highlight two areas in which we aim to make significant progress 

1. Making Sellforte even more easy and delightful to use. We implemented a new user-interface design in Q2, but we're excited about continuing the journey of creating superior user-experience for marketing measurement and optimization. We really want to swing it out of the park on this area. Stay tuned for something exciting launches during Q3 and beyond😇

2. Continue developing features that make it easier for the customers to drive growth with Sellforte. Our pursuit for "Impact" will forever continue and there's very exciting new features in the product roadmap. We have especially been excited how the Campaign dashboard has been adopted by customers. Stay tuned!

Authors

Samantha Lee-Uusitupa is a Senior Customer Success Manager at Sellforte. She has more than 10 years of experience in measuring and improving marketing performance, most of it focusing on Marketing Mix Modeling. Before joining Sellforte, Samantha held positions at Nissan and Analytic Partners. Follow Sam in LinkedIn.

Methodology of Sellforte Customer Happiness Survey

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It helps businesses understand how customers feel about their products or services and predicts customer behavior such as repeat purchases or recommendations to others.

The NPS also uses a scale of 0 to 10 to determine the customer satisfaction. For example, one could pose the questions “On a scale of 0 to 10, how likely are you to recommend our product or service to a friend or colleague?” Based on their responses, customers are categorized into three groups:

• Promoters (scores 9-10): Highly satisfied customers who are enthusiastic about recommending the company.
• Passives (scores 7-8): Satisfied but not overly enthusiastic customers who might be swayed by competitors.
• Detractors (scores 0-6): Unhappy customers who are unlikely to recommend the company and may even discourage others from using its products or services.

To calculate the NPS, subtract the percentage of Detractors from the percentage of Promoters. The result can range from -100 to +100, with higher scores indicating greater customer satisfaction and loyalty.

For example, if 50% of respondents are Promoters, 20% are Passives, and 30% are Detractors, the NPS would be 20% (50% Promoters - 30% Detractors).

How was the survey conducted

Here's a breakdown of how the survey was conducted:

• Survey Timeline: The survey was launched on the 12th and closed on the 30th of May.
• Distribution: Survey link was sent by each Customer Success manager to their clients to their clients and followed up by reminders as needed.
• Incentives for Participation: To encourage participation, we offered gift cards.
• Responses: Total of 42 responses was received, with 41% of responses were from Retail, 31% from eCommerce, and rest from other segments.