How would it sound to achieve customer satisfaction where NPS ratings land between 9 and 10 – and survey completion rates soar above 75%? That’s exactly what happened when Oivatek started using Trustmary.

Founded in 2022, Oivatek provides high-quality electrical renovations and solar power systems for households. With a team of about 30 people, the company builds success every day through satisfied customers – and now also with a tool that makes collecting and utilizing feedback both easy and effective.

Customers' enthusiasm to respond exceeded expectations

When Oivatek began working with Trustmary, the goal was to gain better visibility into customer experiences.

The company had received positive feedback from customers from the very beginning, but the results after implementing Trustmary exceeded expectations: the survey response rate reached 30% and the completion rate climbed to over 75%.

Why is this an achievement? Well, most surveys are not completed due to survey fatigue. Trustmary's short and sweet surveys encourage customers to complete them, while Oivatek is still able to measure customer satisfaction, get open feedback, and collect reviews at one go.

It's a combination of active customers and a great feedback collection method that leads to such a high completion rate.

Many respondents placed themselves as promoters on the NPS scale, and within six months, Oivatek collected 127 reviews.

“I couldn’t have expected the response rate to be this high,” commented Jani Myllymäki, Sales Director and entrepreneur at Oivatek.

Automation frees time for more pressing work

The integration between Trustmary and Oivatek's ERP system enables automated feedback surveys without manual work.

When a project is completed and marked as done in the ERP system, a feedback survey is automatically sent to the customer.

Managing and publishing the responses in Trustmary is handled together with the office assistant, which demonstrates how easy the solution is to use.

Reviews support sales and marketing

“Customers buy more easily when they see reviews from others. They simplify the decision-making process,” says Myllymäki.

Especially in sales situations, customers have directly referred to the feedback and reviews they have seen. This has helped, for example, to justify pricing and to show potential customers that Oivatek is a reliable choice.

At the same time, word-of-mouth (=recommendations and direct feedback) has remained a cornerstone of the business. Trustmary strengthens this by making feedback visible and easy to share.

Feedback helped solve on-site challenges

In addition to reviews, the surveys have helped improve operations.

“One piece of customer feedback revealed that communication at worksites could be improved. Thanks to that feedback, we were able to address the issue and fix it.”

This illustrates how collecting feedback is not just about marketing but also about improving everyday efficiency.

Looking ahead: better use of reporting

Oivatek’s future goals are clear: the company aims to expand geographically and recruit new talent. The goal is to collect thousands of reviews to support growth and amplify the customer voice even further.

In the future, Oivatek plans to take broader advantage of Trustmary’s new reporting features. As the amount of feedback grows, analyzing it becomes easier with the help of AI-powered tools.

Based on Oivatek’s experience, one thing is certain: when customer satisfaction is measured systematically, it not only reveals areas for improvement but also builds trust – both among customers and employees.

Do you also want to turn customer experience into a competitive advantage? Get in touch and try Trustmary for free.