At Vaioni Group Limited, our mission has always been to deliver exceptional service and build strong, lasting relationships with our customers. Today, we’re proud to share a significant milestone in our journey — a dramatic improvement in our Net Promoter Score (NPS), from +0 to +70.
This achievement is the result of a collective effort by our team, underpinned by a clear commitment to placing our customers at the heart of everything we do.
A Bold Shift in Strategy
In 2022, we took a pivotal step by reshaping our business strategy to place even greater emphasis on customer experience. We recognised that truly understanding and resolving our customers’ challenges required deeper engagement and a more focused approach.
One of the most impactful changes was the reorganisation of our customer relationship model. Acknowledging that selling and managing customer success are two distinct disciplines, Sachin Vaish, Managing Director at Vaioni, made the strategic decision to separate these functions into dedicated teams: one focused on new business development and another on customer success.
While not revolutionary, this move was deliberate and impactful — ensuring that our customers feel heard, valued, and confidently supported.
Measuring What Matters
Over the past year, enhancing your experience with us has been our top priority. Thanks to your valuable feedback, we’ve seen a significant increase in our Net Promoter Score (NPS), a key measure of customer satisfaction and loyalty.
Here are some of the standout improvements we’ve made:
- Faster resolution times: A 10% reduction in our average resolution time means your issues are being resolved more quickly, resulting in less downtime and smoother operations.
- Proactive support: Our new proactive monitoring tool now alerts you to potential issues faster — often before they impact your service.
- Delivery of complex solutions: We successfully implemented our first large-scale SD-WAN solution for a key customer, showcasing our ability to deliver sophisticated, high-performance infrastructure.
- Personalised service: By listening more closely to your feedback, we’ve tailored our approach to better meet your individual needs.
As a result of these efforts, our NPS rose by 10 points in the past year alone, bringing us to a score of +70 — a powerful endorsement of the progress we’ve made together.
A Whole Customer Base, Not Just a Select Group
What makes this achievement even more meaningful is that it spans our entire customer base — not just a select few. We’ve made it our mission to engage every customer, with authenticity and transparency. We’ve avoided vanity metrics and focused on real, unfiltered feedback that drives real improvement.
A Proud Moment for All of Us
Reaching an NPS of +70 in H1 is a proud milestone for our entire organisation. It represents the dedication, care, and perseverance of our team over the past three years. But more than just a number, it reflects our continued commitment to delivering outstanding customer experiences.
Looking Ahead
We’re not stopping here. Our goal for H2 is to reach an NPS of +75, and we’re excited to continue this journey. We’ll keep listening, improving, and innovating — always with our customers at the centre of everything we do.
Thank You
This achievement wouldn’t be possible without the incredible Vaioni team — your passion, empathy, and drive for excellence make all the difference. And to our customers: thank you for your trust, your partnership, and your ongoing feedback. You inspire us to keep raising the bar.
