01 Apr Strong Growth in Customer Advocacy
Hiko Power recorded a strong improvement in customer advocacy in its latest Net Promoter Score (NPS) survey, achieving a score of +69.05 in December 2025. This result marks a significant uplift compared with previous surveys, including +39 in 2022, +38 in 2020, indicating a sustained upward trend in how customers perceive their experience with Hiko.
The 2025 NPS results show that nearly three-quarters of respondents (73.81%) were Promoters, rating their likelihood to recommend Hiko as a 9 or 10. While 21.43% were Passives, only 4.76% were Detractors, highlighting minimal dissatisfaction across the customer base and a high level of trust and advocacy.
Strong performance was evident across customer roles. Management respondents recorded a 100% Promoter result, although this finding is based on a small sample and should be interpreted with caution. Operations and Engineering customers also demonstrated high advocacy, with 76% and 70% Promoter rates respectively. Feedback from these groups points to opportunities to further improve consistency in project execution and stakeholder communication.
Qualitative feedback highlights the key drivers behind the strong result. Customers most frequently cited Customer Service, People & Relationships, Responsiveness & Speed, and Product Quality as reasons for their high scores. Improvement suggestions focused on areas such as communication and information sharing, pricing, product range and availability, and specialised technical support.
Overall, the results confirm that Hiko Power continues to strengthen customer loyalty and advocacy, while providing clear insight into where targeted improvements can further enhance the customer experience.
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