By Curt Greeno, Dynamic Lifecycle Innovations President
In today’s service-driven world, success isn’t just about the work you deliver—it’s about how you make customers feel along the way. That’s why customer satisfaction metrics aren’t just numbers to us—they’re tools we use to consistently improve, adapt, and deliver on our promise of confidence.
At Dynamic, we believe in measuring what matters. We use a trio of powerful feedback indicators—Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT)—to keep our finger on the pulse of customer experience.
Understanding the Metrics: NPS, CES, and CSAT
Each of these tools captures a different aspect of the customer journey:
- Net Promoter Score (NPS): Measures loyalty and how likely a customer is to recommend our services to others.
- Customer Effort Score (CES): Evaluates how easy it is for customers to do business with us.
- Customer Satisfaction Score (CSAT): Reflects how satisfied customers are with a specific service or interaction.
Together, they provide a well-rounded, data-driven view of how we’re delivering on our values.
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How Do We Measure Up?
Fiscal Year 2024 (April 2024 – March 2025) marked another year of strong performance. Here’s how our weighted average scores stack up:
| Metric | Our FY24 Score | Industry Benchmark | What it tells us |
|---|---|---|---|
| NPS | 92.81 | 40-60 (B2B Average) | Exceptional loyalty – customers are eager to recommend us |
| CES | 9.9/10 | 5-7 Average | Nearly effortless experience – processes are working smoothly |
| CSAT | 9.52/10 | 7.5-8.5 (good) 9+ (excellent) | Consistently high satisfaction – interactions exceed expectations |
What the Scores Are Really Saying
Numbers can be impressive, but they’re only part of the story. Behind these scores are the voices of customers who experience our work every day.
A Seamless IT Asset Disposition and Recycling Experience
Customers praised the ease and efficiency of our process. From scheduling to execution, feedback shows that we’ve made it straightforward, dependable, and low-effort—reflected in our near-perfect CES.
Long-Term Partnerships Matter
Relationships are a recurring theme in our feedback. Customers aren’t just checking a box—they’re coming back again and again because they trust the partnership and feel valued throughout the journey.
Our People Shine
The most frequent praise? Our people. Customers highlight professionalism, attentiveness, and approachability as key reasons they continue working with us. It’s a testament to our culture—and a reminder that every team member plays a vital role in customer experience.
Positive Feedback, Sustained Over Time
We’re not coasting on past success. FY24 feedback reflected ongoing excellence across the board. Customers called their experiences “phenomenal,” and that’s something we don’t take lightly.
How We Turn Feedback into Action
Great feedback is only useful if you do something with it. That’s why we’ve embedded continuous improvement into our process:
- Closing the loop with customers—whether the feedback is glowing or needs attention.
- Sharing insights internally across departments to drive better alignment.
- Adjusting training based on themes or trends.
- Celebrating wins as a team—because recognition matters too.
This isn’t a box-checking exercise. It’s an ongoing dialogue with our customers and a commitment to make each experience better than the last.
Looking Ahead
Customer satisfaction isn’t static—and we wouldn’t want it to be. Each year is a new opportunity to listen, learn, and elevate how we serve. These FY24 results are a reflection of that commitment, and a reminder that great service isn’t an end goal—it’s a daily practice.
Curious What Makes Dynamic Different?
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* Customer Experience scores are calculated from 2024 Customer Survey responses and weighted by number of responses from all business segments
