At Eureka Labs, customer satisfaction isn’t just a metric—it’s the foundation of everything we do. That’s why achieving a Net Promoter Score (NPS) of 88 this year is such a significant milestone for us. Not only does it affirm the strength of our partnerships, but it also highlights our unwavering commitment to delivering value through innovation, collaboration, and consistency.

Why Does NPS Matter?

Net Promoter Score asks a single but powerful question that measures a customer’s overall sentiment about a brand: “How likely are you to recommend this company to a friend or colleague?” Responses are scored on a scale from -100 to 100, with scores over 70 considered world-class.

While an NPS of 88 is extraordinary in any sector, it’s particularly notable in the tech and software industry. Tech companies often struggle with balancing innovation, operational efficiency, and customer satisfaction. By far surpassing industry benchmarks—that typically hover between 30 and 50—we prove that it’s possible to deliver cutting-edge solutions while maintaining exceptional relationships. So, achieving an 88 score doesn’t just set us apart—it places us among elite companies globally known for outstanding customer experiences.

To us, this score is more than a number—it’s confirmation that going the extra mile to understand and exceed the needs of our growth partners truly pays off, even in a competitive and rapidly evolving landscape.

How We Got Here: The Eureka Way

This year’s NPS jump didn’t happen by accident, and when we think about it, we can’t pin it on a single initiative. It’s the culmination of several deliberate actions, the result of the tireless dedication of our teams, and the consequence of our strong focus on delivering value to our growth partners. Every time we embark on a new project, we make sure to deeply understand our growth partner’s business and ecosystem so we can design and implement a targeted framework and precise, efficient strategies that undergo continuous improvement to increase productivity while fostering sustainable, long-term success.

We know this all sounds fantastic—but these inspiring ideas are grounded in real, actionable steps. Here's how we bring them to life:

• Action-Oriented Processes

We implemented a project tracker system that provides real-time visibility into account health. Combined with weekly account reviews, this tool enables us to anticipate challenges and deploy corrective actions swiftly.

• Strategic Leadership Involvement

When challenges arose, we didn’t just listen—we acted. Our upper management got involved directly, providing rapid action plans and even on-site visits to strengthen relationships and align strategies.

• Continuous Improvement

Regular Growth Partner Status meetings and customer success training for our delivery managers ensured we stayed aligned with growth partner expectations and consistently delivered value.

These efforts underscore our ability to adapt and respond, ensuring that every growth partner feels valued and supported.

Feedback That Fuels Us

Our growth partners consistently praise several aspects of our service:

• Clear and proactive communication.
• The commitment and expertise of our team members.
• High-quality delivery standards.
• A rigorous and effective recruiting process.

But don’t just take our word for it. Here are some testimonials from our growth partners:

Being at ACV Auctions and being a high-growth company, we had to scale very quickly to meet the demands of the growing business and maintain that first-mover advantage in the industry. So, we turned to Eureka Labs to partner with us, to bring additional resources and teammates. I say teammates because these people became part of our family, our core ACV team. They are not just contractors; they are working alongside us day in and day out to scale the team and deliver value in an expedited fashion.

Matthew Casciano

Senior Director of Enterprise Applications at ACV Auctions

As to the long-term results, I think it’s all of the foundational work that we’ve done—from a data architecture standpoint, from a cloud optimization standpoint, from a user experience standpoint—that has made it a lot easier to build on top of where we started. So, I think that’s been the benefit of the partnership with Eureka Labs, and having such a great team that actually understands all the intricacies of our business. I really felt like the team had an ownership mentality, using the app, feeling the same pain points that we felt, and wanting to create the best experience they would want for themselves.

Phil Mikhayvol

CEO and Co-Founder at Unicorn Auctions

The interpretation of the requirements was highly accurate, the approach to addressing these requirements was excellent, and the customer relationship was also outstanding. Processes were well-organized and efficient, with goal-oriented meetings, clear explanations, and a thorough, carefully considered exploration of the most suitable technologies. The team's human warmth stood out, and we successfully built a cohesive, united team.

Sonia Edith Muñoz, PhD

National Scientific and Technical Research Council - Argentina

This feedback inspires us to push boundaries further. It’s not just about meeting expectations—it’s about exceeding them and continually innovating to solve complex problems.

Learning from Challenges

Not having detractors in our NPS survey is a significant achievement, but passives remind us there’s always room for improvement. When feedback highlights gaps, we approach it with humility and urgency. This involves:

• Engaging directly with growth partners to understand their concerns.
• Developing actionable plans with clear timelines to address issues.
• Monitoring progress to ensure improvements meet or exceed expectations.

This cycle of feedback and response keeps us accountable and continually pushes us toward excellence.

What Our NPS Means for Eureka Labs

An NPS of 88 is a testament to the strength of our partnerships and validates our approach to growth. But with this success comes responsibility. For 2024, one of our key company-wide goals was “Delight Our Customers,” and maintaining this level of excellence will require us to raise the bar even higher.

Our strategy includes:

• Refining Our Processes: Expanding our project tracking capabilities to offer even deeper insights into account health.
• Investing in Talent: Continuing to enhance our recruiting and training processes to ensure we attract and retain top-tier professionals.
• Fostering Innovation: Continuing to develop new frameworks that help growth partners scale efficiently while staying competitive.

NPS as a Catalyst for Growth

For our growth partners, this score isn’t just a reassurance—it’s a promise. It reflects the consistency, quality, and strategic foresight we bring to the table. By building trust and reducing operational friction, we enable our growth partners to focus on their core goals, whether that’s scaling a SaaS product or launching a new platform.

Moreover, a high NPS strengthens our position as a trusted growth partner for future collaborations. For companies hesitant about engaging offshore teams, this score speaks volumes about our reliability and capability to deliver measurable results. It reassures potential growth partners that working with Eureka Labs means gaining a reliable ally capable of delivering measurable results.

Looking Ahead: Building on Momentum

Once again, while we’re proud of this achievement, we’re not resting on our laurels. Maintaining an NPS of 88 will require ongoing investment in our culture, processes, and talent. It will also mean staying agile in a competitive market where customer needs evolve rapidly.

To our current growth partners, thank you for trusting us. Let’s continue driving innovation, creating value, and building the kind of partnerships that set new standards for excellence.

To those considering a partnership with Eureka Labs, let this serve as an invitation. Join us on this journey, and experience what it means to have a dedicated growth partner on your side that treats your success as our own.