Customer Survey 2026: KL-Lämpö Achieves Its Highest NPS Score to Date

KL-Lämpö’s 2026 customer survey is now complete, and we thank all respondents for their feedback.

The survey, conducted in January–February 2026 among our customers in Finland, explored customer experience, satisfaction with KL-Lämpö as a partner, and future purchase intentions. A total of 183 responses were collected through both telephone interviews and an online questionnaire.

Based on the results, KL-Lämpö’s overall customer satisfaction score was 4.3 on a scale from 1 to 5, indicating a high level of satisfaction. Scores were consistently strong: delivery accuracy (error-free deliveries) and adherence to agreed delivery times both reached 4.5/5, while the sales team’s expertise and professionalism were rated at 4.4/5.

NPS recommendation index at a record level

The Net Promoter Score (NPS), which measures customers’ willingness to recommend KL-Lämpö, was 62 in the 2026 survey. This places the result firmly in the “excellent” category (30–100) and marks the highest NPS score in the company’s ten-year measurement history.

The result highlights stronger-than-ever customer willingness to recommend KL-Lämpö within their own networks.

Three clear strengths in customer feedback

Open comments in the survey highlighted three recurring strengths:

• Strong technical expertise and problem-solving capability
• Service-minded and reliable partnership approach
• Fast response times combined with high-quality, dependable deliveries

These themes form a consistent picture of services that are smooth, reliable and aligned with customer needs.

Customer comments in their own words

A selection of direct quotes from the survey illustrates how customers describe their cooperation with KL-Lämpö:

“Product know-how in their own field is excellent. On the industrial side, they have expertise even for the more specialised projects.”
“Whenever you ask something, you get a truly professional answer. Top of the field.”
“Professional skills and problem-solving ability are top notch.”
“Customer-oriented services and solutions. Agreed delivery times have also been kept.”
“Promises made to customers have always been kept.”
“Flexible service is the best and it works well. Expertise in problem situations is also first-class.”

Summary

The 2026 customer survey confirms that KL-Lämpö is highly valued for its technical expertise, smooth service and reliable deliveries. The results provide a solid foundation for further developing the customer experience and demonstrate that long-term investment in quality and service is reflected in strong customer trust.