Customer Satisfaction

At Westermo, customer satisfaction is central to everything we do. We aim to deliver high-quality industrial data communication solutions, supported by the service, expertise and reliability our customers need to run their operations with confidence. We are committed to continuous improvement, and customer feedback helps us understand where we are performing well and where we can do better.

About our customer satisfaction survey

Each year, Westermo conducts a global customer satisfaction survey. In 2026, the survey also included Welotec customers, giving us a broader view of how customers experience our products, sales teams, customer service and technical support. The responses provide valuable insight and help guide our priorities as we continue to improve the experience of working with Westermo.

What we learnt

Customers continue to recognise Westermo for reliable, robust products, long product lifecycles and knowledgeable technical support. Positive feedback highlighted product reliability in demanding industrial and railway environments, strong support from local contacts, and the confidence created by ongoing software support and a stable product range.

The survey also identified areas where we can improve. Key themes included delivery reliability and transparency, faster response times, clearer communication around delays and ongoing issues, RMA and repair turnaround, documentation, and improved tools for configuration and management.

Survey results and improvements

We use survey results as an important input to our ongoing improvement work. The 2026 results show that Westermo remains highly regarded overall, with particularly strong feedback for technical support and customer service. At the same time, customers have made clear that they expect us to make it easier to plan, buy, receive, use and support our products.

Based on this feedback, we are focusing our improvement activity on:

• Improving delivery transparency and communication when lead times change;
• Continuing to strengthen RMA and repair-service turnaround;
• Improving responsiveness across technical, commercial and after-sales interactions;
• Developing tools and information that make product selection, configuration and ongoing management easier for customers.

Thank you for your feedback 

Thank you to everyone who took the time to share their views. Your feedback helps us prioritise the improvements that matter most and supports our ongoing strategic review. We will continue to listen, act and follow up so that Westermo remains a trusted partner for industrial data communication solutions.

Our Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a key indicator of customer satisfaction. Over the 4 years of the survey Westermo has maintained a high rating.