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CSAT 2025: Teamwork, Trust and Tech – The Winning Trio Behind Gecko’s Results
Maja Sušnik, Marketing Specialist
At Gecko HRM, we know that satisfaction isn’t a by-product, it’s a benchmark. At the end of each year, we ask our clients to evaluate their experience with Gecko HRM, and in 2025, the results have once again raised the bar.
Following a year of focused improvements, team collaboration and product innovation, we are proud to share that our Customer Satisfaction (CSAT) and Net Promoter Score (NPS) results for 2025 are the highest we’ve ever recorded. These aren’t just metrics on a dashboard, they reflect the daily work of teams across Gecko HRM who are committed to delivering real impact for HR teams.
Product Satisfaction: Record-Breaking Results
Collected from over 230 users in the customer success phase, the 2025 CSAT survey results show strong year-on-year growth, with all key satisfaction indicators showing either improvement or maintaining already strong performance:
Overall Product Satisfaction: 4.16 (on a scale of 1 to 5)
Top-performing categories:
- Security: 4.52
- Functionality: 4.13
- Response Time: 4.07
- User Interface: 4.06
- Navigation: 4.01
This year, five out of eight product satisfaction categories achieved their best-ever scores. The valuable insights we gained from the feedback continue to reflect in our development roadmap. Listening to what our customers share, and acting on it, remains central to how we evolve Gecko HRM as a product.
Customer Success Services: All-Time High Scores
The customer success scores reflect client feedback on their interactions with Gecko team members after implementation and during day-to-day collaboration and support with Gecko HRM. These metrics not only improved across the board, but set new internal benchmarks
Top Customer Success Scores (on a scale of 1 to 5):
- Friendliness: 4.80
- Technical Knowledge: 4.64
- Communication Skills: 4.63
- Responsiveness: 4.53
- Proactivity in Working with Your Company: 4.45
- Understanding Your Business and Processes: 4.32
Every single metric in this category is now the highest in our history.
NPS Growth: A Clear Signal of Loyalty
Net Promoter Score (NPS), which reflects how likely clients are to recommend Gecko HRM, jumped again in 2025, and at 43 sits well above the industry standard. Even more, so does the after-implementation NPS, suggesting customers truly see Gecko as a valued partner.
These NPS numbers showcase a broader trend of trust, advocacy and satisfaction across our client base. Our growing promoter base is a testament to not only what the platform can do, but how our teams support clients to achieve their goals.
What Drove the Gains?
From usability improvements to increased proactive engagement, the past year saw a series of intentional changes across product, delivery and support. These included:
- A strong focus on product adoption
- Structured and timely follow-ups after implementation
- Expanded training and onboarding resources
- Investment in interface speed and user experience
One area that stood out in client feedback was how well our teams adapted to specific business contexts and processes. This ability to listen, customise and explain solutions in a language that resonates with HR professionals was repeatedly noted in open comments.
Looking Ahead
While we are proud of this year’s CSAT and NPS scores, they are not endpoints. They are guideposts that help us understand where we’re delivering and where we can grow.
In 2026, our focus will continue to be on:
- Supporting clients through adoption and expansion
- Maintaining our responsiveness and communication quality
- Closing experience gaps in areas like simplicity and customisation
Thank You to Our Clients
To everyone who shared feedback in the 2025 CSAT survey: thank you. Your input shapes our direction, product and priorities.
And to the Gecko HRM teams across product, support, development, delivery and success – your work is what makes these results possible. We’re proud of what we achieved together this year, and even more excited about what’s to come.
Curious what our best-ever year looks like in action?
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