At TARGIT, customer success is much more than a metric we measure; it’s a core part of our business strategy. Everything we do is guided by three pillars:
The Care for Customers pillar means that our work is fueled by a commitment to delivering impactful results – and great experiences – to every organization and individual user we work with.
So how do we ensure our software features, strategic initiatives, and communications effectively meet our customers’ needs and expectations?
Customer feedback is the most powerful tool we can use to inform improvements and innovation. This is especially true in the software space, where customers work inside our solution daily.
That’s why, in addition to maintaining continuous feedback loops, we conduct quarterly Net Promoter Score (NPS) surveys that dive into our customers’ experiences with TARGIT.
Our latest results? An NPS score of +50 in the second quarter of 2025.
This score rounds out several consecutive years of steady NPS improvements and reflects our ongoing efforts to support and drive value for our customers. Plus, it positions us well above industry benchmarks.
In general, an NPS above 20 is considered good, and the average NPS for "SaaS and software vendors" is 41, further underlining the strength of our results.
We don’t just collect NPS data to support routine KPI monitoring. These surveys are a critical part of our customer success plan, and they help us:
By asking our customers to rate us on a scale of 1-10 and explain why they gave us that rating allows us to gather both quantitative and qualitative insights – giving us both a high-level view of customer sentiment and the detailed feedback we need to drive change.
Once we have the results in hand, we don’t simply plug our scores into a dashboard or start acting on respondents’ ideas and recommendations. We prioritize one-to-one outreach to all survey respondents. We follow up with Passives and Detractors to gather more details about the experiences that led to their responses, and to learn how we can get things back on track.
Just as importantly, we send a personal “thank you” to our Promoters and explain how their feedback will influence our work moving forward. This approach keeps the door open for even more feedback and collaboration as we begin acting on the input they shared.
We’ve seen several common themes in our 2024 and 2025 NPS feedback, such as:
“TARGIT has the most amazing team and is always willing to go the extra mile for their customers.”
- Karel Attipoe, Project Accountant, Astro Lighting Limited
“Great customer service and technical knowledge.”
- Mads Christensen, Chief Production Officer & Co-Owner, GreenTec A/S
" Reliable ongoing customer support – covering everything from new feature development and issue resolution to quick responses on support tickets, active community engagement, and professional consulting services.
- Louise Stub Hansen, Chief Consultant, Slagelse Kommune
“Great BI suite and great value. Easy to use, lots of functionality to extract data from everywhere, stunning performance on the client, and versatility for access (Windows client and web app).”
- Sylvain Roy, BI Consultant
“TARGIT is a fantastic tool. I encourage all my colleagues to explore TARGIT and learn how we can expand our user base.”
- Trevor Hill, Developer – Integrations, Holly Hunt Enterprises, Inc.
“I love that data is alive, and that you as a user can choose the level of detail of what you are looking at. It is a great tool for visualizing data.”
- Sofie Knudsen, Specialist at Slagelse Kommune
“TARGIT's flexibility and support in building custom reports for our needs has been outstanding.”
- Pat McCrabb, General Manager, J J Nichting
“The software is highly intuitive and user-friendly. Custom KPI objects are crucial for our needs. Scheduled reporting is a core feature for us. The InMemory functionality has reduced our costs by eliminating expensive Enterprise licensing, and it has greatly enhanced performance...”
- Steffi Hjorth, BI & Data Specialist, TraffiTech
Feedback like this reinforces our belief that great service is just as important as great software.
Our goal is to create lasting partnerships with our customers and deliver value for their organizations in the long term. We use their feedback from NPS and similar surveys to continuously optimize our approach to implementation, save time, and streamline processes across the customer journey.
“I've been working with TARGIT over 15 years and it's getting greater and greater.”
- Marc Höller, Data Scientist at W E P A Apothekenbedarf GmbH & Co. KG
By consistently collecting and acting on feedback from NPS and other customer surveys on a regular basis, we’re able to stay close to our customers’ greatest needs, challenges, and requests.
Customer feedback helps us identify and address concerns. But we also use it to see where certain processes and solutions are working well, so we can expand those tactics to other areas of our customer base.
For example, if we receive positive feedback on a specific BI accelerator for heavy equipment dealers, we can apply similar features and development processes to our accelerators for other key verticals.
As we look ahead, we’ll continue to listen, adapt, and innovate-because your success is our success. And we can’t wait to write the next chapter together.
Unlock the full value of your data. Try an interactive demo of TARGIT or book a call with our team to see how it can help your organization use data to drive growth.