High NPS score for Questback support%%page%%

The high NPS score for Questback support (77) is recorded for the second consecutive year. This is far exceeding industry benchmarks. With over 80% promoters and consistently high satisfaction across key performance indicators, the results highlight the fast, empathetic, and human-first support approach. Customer feedback confirms Questback’s commitment to premium service which makes the crucial difference between merely a good software and a true business partner.

For the second year in a row, Questback’s Customer Success team delivers an outstanding NPS of 77 which is far above industry benchmarks and clear proof of our premium support promise.

Being in the feedback business we are in the unique position to have exactly the right tools at our disposal to be able to practice what we preach: continuous improvement through asking for feedback! After every support case we automatically send a short NPS survey to our customers to gather important information regarding our support quality and possible areas of improvements.

We do this because we want to keep our promise of premium support and hold ourselves accountable as well as live the best practices we recommend to our customers. Having concrete numbers always beats second guessing if something is working or acting upon a gut feeling.

So here they are: In 2025 we had a total of 81.63% promoters (311), 13.91% passives (53) and 4.46% detractors (17) which resulted in an overall NPS score of 77 for the second year in a row.

NPS score segmented into detractors, passives and promoters during 2025

However, these excellent results reach further back than 2024 as during the last 33 months the team managed to deliver above the already ambitious target line of 60 85% of the time.

Monthly NPS score since March 2023

It is best practice to ask for some more details within the NPS survey as well as give the participants the chance to elaborate on why they select a certain score in their own words so we added those. In 2025 every one of the five key performance indicators was once again rated above 5.7 out of 6.0.

Understanding the problem: 5.86

Relevance of the response: 5.80

Time to solution: 5.73

Efforts of employee: 5.84

Overall satisfaction: 5.76

Achieving those satisfactions levels requires consistency, speed, empathy, and true understanding of customer needs. In a time during which many companies are outsourcing support we continue to be proud of our customer success team and the results it brings:

“The best thing about Questback is the excellent, fast and always friendly service!”
Vivida BKK

“Definitely the excellent support for questions or concerns. That’s a huge plus for Questback.”
MECON measure & consult GmbH

“The highly qualified customer support, together with the first-class analysis options offered by the live reporting module in the software solution, is truly impressive”
Faktor K

“Questback meets our needs across the board, support is quick and straightforward, and special requests (e.g. the option to provide local languages in the system) were implemented immediately.”
Office for Primary Education and Sport

Check out Customer Feedback and Employee Feedback solutions.