Case Study: Metso achieves company-wide CX program maturity and year-over-year NPS growth with NICE Systems (NICE Satmetrix)

Metso Builds Its CX Success by Focusing on Program Maturity

Metso, a global industrial machinery leader with 13,000+ employees, faced a gap in customer experience (CX) capability: the company had no formal customer feedback program, a product-centric culture despite heavy aftermarket revenue, and needed a standard way to measure loyalty (NPS), respond quickly to issues, and gain buy-in across many stakeholders.

Working with NICE Satmetrix, Metso implemented a three-year CX maturity plan—rolling out surveys, identifying NPS drivers, and launching targeted initiatives (e.g., inquiry-to-quote and order-acknowledgement improvements). In 18 months the program grew from zero to a company-wide effort with over 200 stakeholders; repeat responders stayed largely Promoters (70%), 13% moved from Detractor to Promoter, YoY NPS and revenue increased, and executive and employee engagement now drive ongoing CX improvements.

Metso

Hanna Martin-Vahvanen

Customer Experience Manager