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Measuring customer satisfaction for the first time can feel like opening a gift—you think you know what’s inside, but there’s always a little suspense until it’s unwrapped. When we asked our customers how likely they’d recommend ENLYZE and how satisfied they are overall, we hoped for great results. We weren’t disappointed.
In this article, we’ll share:
What we learned from our customer survey,
Why satisfaction scores alone don’t tell the whole story, and
How we align with our customers to deliver real value.
Let’s dive in.
What We Learned from Asking Our Customers About Us
Last October, we asked our customers two simple questions:
How likely are you to recommend ENLYZE?
How would you rate your overall experience with us?
To get honest answers, the survey was anonymous. We already had a sense of how we were doing—our Customer Success Team is in regular contact with every customer—but it felt great to see the numbers.
Here’s what we found:
Customer Satisfaction Score (CSAT) for ENLYZE: 4.2 out of 5 stars
CSAT: 4.2 out of 5 stars, with 83% saying they “like” or “love” us.
Customer Satisfaction Score for ENLYZE
Net Promoter Score (NPS) for ENLYZE: 8 out of 10
NPS: 8 out of 10 customers would recommend us, with 92% rating us a 7 or higher.
Net Promoter Score for ENLYZE
For us, it’s not just about the scores. This survey was a chance to learn how customers perceive us, how well we’re meeting their expectations, and where we can align better with their business strategies.
Why Focusing Only on Customer Satisfaction Isn’t Enough for Industrial IoT Solutions
Improving product features or customer service is important, but it’s easy to get tunnel vision for your CSAT or NPS. When satisfaction becomes the sole focus, IIoT solution providers risk losing sight of what really matters: delivering value that helps customers achieve their goals in an ever-evolving industry landscape.
For production teams, this tunnel vision creates real problems. It shifts the focus away from their complete experience. While customers may report satisfaction today, they’re less likely to consider earlier frustrations as buyers—like hidden fees, clunky manual workarounds, or overly complex integrations. These challenges often happen before or during implementation, but the impact lingers behind the scenes slowing down progress and making it harder for production leaders to innovate, refine processes, and consistently hit their targets.
Beyond that, this narrow view also misses the importance of aligning with evolving customer needs and anticipating, instead of reacting, to them. At the time of writing this, the manufacturing industry is facing profound changes. From the shortage of skilled workers and the digital transformation to environmental regulations, tariffs and economic uncertainty - there is a lot to adapt to. Focusing on outcomes—not just satisfaction—is essential to stay aligned with customer needs and expectations.
Expectation Alignment Focuses on Delivering Value to Customers
At ENLYZE, we didn’t stop at collecting CSAT or NPS. We measured how closely our perception of customer needs aligned with theirs. By asking ourselves the same survey questions, we uncovered where we matched up—and where we didn’t.
Customer & ENLYZE Expectation Alignment
The alignment analysis revealed deeper insights. Instead of just focusing on product satisfaction and patting ourselves on our backs, our team is now equipped with data that helps us better understand expectations so that we continue to develop ENLYZE Manufacturing Data Platform customer-centrically. We know what matters to our customers, how well we align with their expectations today and can derive how to deliver meaningful value faster.
Transparency Matters
To get broader and earlier customer feedback for product development, we decided to start building in public. Meaning, we will regularly share what we are currently working on and planning to develop. This allows for everyone to leave feedback, share their perspectives and follow us along our journey of democratizing manufacturing data.
ENLYZE Isn’t the Only Customer-First Company
Like us, you probably place customer satisfaction high on your list of priorities and your team works around the clock to ensure the highest product quality, quickest delivery times, and smoothest customer experience.
When a customer complaint occurs, your quality team and process engineers might spend hours or even days cobbling together different data sets to understand what happened. At Mehler Engineered Products, they found themselves in a similar situation until Frank Rosenkranz, Quality Manager, implemented ENLYZE.
Here’s where the magic happens. Instead of waiting for complaints, Frank gets real-time analyses in the ENLYZE App about process inconsistencies. The Mehler EP team optimizes the process in no time, making issues disappear before they even surface. When they’ve optimized the process to perfection, they program the PLC with the new controls. Frank says it’s so simple, he can’t imagine working without ENLYZE.
Optimize processes and eliminate product complaints before they happen.
Read how Mehler EP does it (in German) →
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