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WEPAL-QUASIMEME Reaches Record Customer Loyalty in 2025

Published on
October 20, 2025

The 2025 customer survey, sent exclusively to participants in the marine environment (QUASIMEME) programmes, shows an all-time high Net Promoter Score (NPS) of 76, reflecting exceptional satisfaction and loyalty among participants worldwide. Respondents praised the quality of test materials, ISO-accredited programmes, and clear communication, while also providing valuable suggestions for further improvements.

WEPAL-QUASIMEME proudly announces the results of its 2025 customer satisfaction survey, which highlight exceptional loyalty among participants worldwide. With 107 responses out of 401 contacts (27% response rate), the survey demonstrates both strong engagement and valuable feedback for future improvements. The findings are summarized in the WEPAL-QUASIMEME 2025 Dashboard.

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Net Promoter Score (NPS) 2025

The Net Promoter Score (NPS) measures customer loyalty by asking: “How likely is it that you would recommend WEPAL-QUASIMEME to friends, business associates or colleagues?” (scale 0–10). Based on responses:

  • Promoters: 83 (≈78%)
  • Passives: 22 (≈21%)
  • Detractors: 2 (≈2%)

This results in an NPS of 76 (78% – 2%), representing the highest score in WEPAL-QUASIMEME’s history and continuing a positive upward trend (44 in 2018, 53 in 2021). The 2025 NPS shows strong customer loyalty, minimal detractors, and opportunities to convert passives, while noting that non-respondents and structural improvements still require attention.

Key Strengths Identified by Participants

  • Broad portfolio of marine analytes combined with ISO accreditation.
  • Clear communication and strong accessibility of staff, with individual staff members mentioned for their support.
  • Transparent reports and reliable organizational structure.
  • Timely service, user-friendly platform, and clear instructions.
  • High quality of test materials and interlaboratory studies.

Areas for Improvement

  1. Sample quality and specifications – Improve homogeneity, adjust concentration ranges, and increase sample weight in some proficiency tests.
  2. Consistency and transparency in reporting – Align sum parameters with individual values, standardize units, and consider using Zeta-scores to reflect uncertainty.
  3. User experience and information – Simplify reporting processes and improve clarity around data interpretation.

Additional Feedback and Suggestions

  • Requests for more sample material and the option to purchase certified reference materials.
  • Training in data processing methods.
  • Technical feedback on specific materials (e.g., AQ11 chlorophyll filters, AQ15 exercise).
  • Suggestions for expanding the PT portfolio, such as tests for dioxins and PCBs in water.
  • Interest in workshops and more opportunities for direct interaction.

Conclusion and Next Steps

Overall, the 2025 survey results underline WEPAL-QUASIMEME’s strong reputation for quality, reliability, and customer service. The record NPS demonstrates high trust and loyalty, while feedback highlights practical steps to further strengthen services. Going forward, WEPAL-QUASIMEME will continue to:

  • Report results of customer surveys transparently.
  • Explore methods to better understand non-respondents.
  • Incorporate customer suggestions into ongoing service development.

WEPAL-QUASIMEME will be reaching out to participating laboratories to discuss and implement some of their suggestions and requests.

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