Key Takeaways
- Yaskawa America, Inc. received the Outstanding CX Award for its 2025 customer experience
- The award is based on a third-party survey of distributors, OEMs, and end users in the US and Canada
- Yaskawa scored 90 out of 100 across 112 performance dimensions
- The company's Net Promoter Score (NPS) is 66, indicating an "excellent" tier on Bain's benchmark scale
Introduction to Yaskawa's Customer Experience Award
Yaskawa America, Inc. has been recognized for its exceptional customer experience, earning the Outstanding CX Award for 2025. This prestigious award is based on a comprehensive survey conducted by Interaction Metrics, a leading customer experience research firm.
Survey Results and Performance Dimensions
The survey evaluated Yaskawa across 112 distinct performance dimensions, resulting in an overall score of 90 out of 100. Notably, Yaskawa's Net Promoter Score (NPS) is 66, which is considered "excellent" according to Bain & Company's benchmark scale. This represents a 4-point increase from the previous year.
Comparison of Customer Experience Metrics
| Metric | Yaskawa's Score | Industry Benchmark |
|---|---|---|
| Overall Score | 90/100 | N/A |
| Net Promoter Score (NPS) | 66 | 50-60 (average) |
| Product Quality | High | N/A |
| Product Performance | High | N/A |
| Tech Support Problem Resolution | High | N/A |
| Application Engineering Technical Skills | High | N/A |
| Training Instructors | High | N/A |
Areas of Excellence and Improvement
The survey identified several areas where Yaskawa excelled, including product quality, product performance, tech support problem resolution, application engineering technical skills, and training instructors. These dimensions are strongly correlated with overall customer satisfaction. Additionally, the survey highlighted areas where experience varied across customer segments, providing Yaskawa with a roadmap for improvement in 2026.
Conclusion and Future Plans
Yaskawa plans to act on the survey findings throughout 2026, focusing on areas where customer experience varied across segments. With its commitment to customer satisfaction and continuous improvement, Yaskawa is poised to maintain its position as a leader in the industry.
Bottom Line
Yaskawa America, Inc. has demonstrated its dedication to delivering exceptional customer experiences, earning the Outstanding CX Award for 2025. With a strong overall score and a high NPS, Yaskawa has established itself as a leader in the industry, committed to continuous improvement and customer satisfaction. As the company moves forward, it is likely to maintain its position as a trusted partner for distributors, OEMs, and end users in the US and Canada.