LONAS Customer Survey 2024: NPS Score in the Baltic States 89!

One of the key factors behind the company’s success is customer satisfaction with the purchased products, service from start to finish, resolution of non-standard situations, and listening to customer needs. In December 2024, LONAS conducted a customer survey in Lithuania, Latvia, and Estonia, and calculated the results. With an NPS (Net Promoter Score) indicator, the bed and mattress manufacturer outperforms giants like Google, Netflix, and Amazon! What is this indicator, how is it calculated, and what does it mean? Read on to find out more in the article.

NPS is an indicator that shows overall customer satisfaction with a company and loyalty to the brand. It is measured by most companies by asking a simple question: How likely are you to recommend our company to your friends or colleagues? Rate it from 0 to 10, where 0 means "I would not recommend at all" and 10 means "I would highly recommend."

Depending on the answer to the question, respondents are divided into 3 groups:
✔ Detractors (rated 0-6 points)

✔ Passives (rated 7-8 points)
✔ Promoters (rated 9-10 points)

Then, the percentage share for each group is calculated from all the clients who participated in the survey, and the percentage of "Detractors" is subtracted from the percentage of "Promoters."

The range of this indicator can vary from -100 to +100, so an NPS value equal to or greater than zero is considered a good result. An NPS exceeding 50 is an exceptionally high result, indicating significant potential for business growth through word-of-mouth advertising.

"We always respond to customer feedback. When we receive praise, we celebrate with the team that the customer is happy. If we receive complaints, we investigate the situations and work together to find a solution. We pay special attention to the customer experience and strive to accompany the customer not only through the purchase but also after the purchase," says Domas Jakutis, CEO of UAB "Lonas."

The customer survey conducted by LONAS showed that customers highly appreciate the company's products and services across all Baltic countries, with an NPS of 89!

Although it is not the key indicator of business success, it says a lot about the direction the company is moving in, and also reveals whether customers are likely to recommend the brand and the services to others.

In a survey of 1,076 LONAS brand customers in Lithuania, Latvia, and Estonia, as many as 980 rated the company with the highest scores, 9 and 10, indicating that they would recommend the company to their friends and acquaintances. This represents 91.08% of respondents inclined to recommend.

There were 71 passive customers, who gave a rating of 7 or 8, accounting for 6.60%.

There were 25 detractors, who gave a score of 0 to 6, representing 2.32%.

From the survey results, the LONAS NPS was determined to be 89, which is a very high result according to this methodology. "This is a very significant evaluation for the company, so I would like to sincerely thank our customers for their trust and high ratings," said D. Jakutis.

The NPS metric is constantly monitored by the most famous companies in the world. Below are the NPS ratings of several well-known global companies according to comparably.com data from 2024:

Other companies you are interested in can be checked on comparably.com or similar websites.