Customer satisfaction rarely comes from a single success or a well-executed campaign. More often, it is built quietly over time through consistency, responsiveness, and the countless everyday interactions that shape a customer relationship.
At Teampac, that long-term work is reflected in the company’s latest Net Promoter Score. In 2025, Teampac achieved an NPS of 78, a figure that CEO Jyri Temonen says is especially meaningful because it has remained consistently high for several years.
“Our NPS has stayed within this range for years now. Hundreds of customers respond to the survey, so it’s not based on a small sample size. To me, it shows that we are consistently delivering a high level of performance for our customers,” Temonen says.
For Temonen, the result is not tied to any single team or initiative. Instead, he sees it as a reflection of how the organization operates as a whole.
“It tells us that customer collaboration works well across all areas – production, warehousing, invoicing, and every point where customers interact with us.”
It’s all about the customer experience
While the score itself is significant, Temonen speaks even more about the people behind it.
At Teampac, customer experience is approached less as a metric and more as part of the company culture. Customers are kept actively informed, response times are prioritized, and quality monitoring remains strict throughout production.
Still, Temonen emphasizes that the company is not chasing numbers for their own sake.
“We are not doing this work simply to achieve a high NPS score. We do it because our vision is to provide the best customer experience in our industry.”
The small moments matter
One particular customer interaction from the past year has stayed with Temonen. During a factory visit with a large international client, the discussion turned unexpectedly toward company culture.
“After the factory tour, the customer said it was impressive to see how we treat our employees. That comment stayed with me.”
For Temonen, the feedback captured something essential about customer experience itself.
“Strong culture, satisfied employees, and holistic thinking are all key reasons why customers are satisfied as well.”
High expectations drive continuous development
Operating in a competitive international environment means continuously proving your reliability, expertise, and ability to deliver.
“Building trust in this industry is challenging. Many of our major customers have top-level professionals in every area, and that pushes us to match their expertise at the same level.”
That pressure, however, is also viewed as a source of motivation and growth.
According to Temonen, customer satisfaction is not simply one KPI among many, but the foundation the company’s growth strategy is built upon.
“Customer satisfaction is genuinely the cornerstone of our growth. It gives us confidence because we know we can compete. Without that mindset, sustainable growth becomes very difficult.”
Success lies in the details
Despite the strong result, Temonen does not believe there is a simple formula for improving customer satisfaction further.
“I don’t think there’s any silver bullet where you can just do one thing and suddenly improve your NPS. This is really about ambitious but humble daily work.”
In practice, he says, that means continuously evaluating performance, paying attention to details, and keeping customer experience naturally at the center of operations.
“In the end it’s the small details, executed well day to day, that create customer satisfaction and build long-term trust.”
