18.03.2026 Ifenna Ekezie 129

We've received top ratings from our customers

In challenging life situations, people need quick, expert help—and someone who truly listens and can offer proactive support. This is exactly what our clients value about pme Familienservice, as the 2025 client survey shows.  

Following scores of +79.3 in 2023 and +82.0 in 2024, we were able to increase our Net Promoter Score (NPS) once again in 2025—to an impressive +82.5, with a response rate of nearly 50% of all inquiries. We are more than proud of this achievement! 

“The NPS score of +82.5 underscores the outstanding work done by our expert advisors and coaches, as well as the trust our clients place in us,”said Christian Keller, Head of Feedback Management and Regional Manager for the East at pme Familienservice.

Why our customer satisfaction matters to your business 

For over 15 years, we have been systematically surveying all customers after every inquiry. We use their feedback for quality assurance and to continuously improve our services. 

For HR managers, the quality of an Employee Assistance Program (EAP) is crucial, because it can only achieve its full potential if employees actually use the program and find it helpful.  

In practical terms, a high NPS means that your employees actively recommend the EAP program—both to their colleagues within the company and to their friends and family. This not only boosts acceptance of the program but also strengthens your employer brand and builds trust in workplace support services. 

This is how pme measured customer satisfaction 

The survey is conducted on an ongoing basis throughout the year , immediately after each consultation is completed. In 2025, 45.3% of all clients participated in the evaluation of our Employee Assistance Programs. This represents nearly one in two people who sought our counseling services. Compared to the previous year (46.7%), the participation rate has declined slightly but remains at a high level. 

Clients rate various aspects of the counseling service on a four-point scale—ranging from “strongly agree” to “strongly disagree.” The results give us a nuanced picture of what is particularly valued in our employee counseling service and where we can continue to improve.

Detailed infographic on pme customer satisfaction in 2025: A breakdown of the cumulative percentage of participants who agree with the statements listed above. 

Net Promoter Score: What Does the Score Mean? 

The Net Promoter Score (NPS) is an internationally recognized metric that measures how likely customers are to recommend a product or service.

With an NPS of +82.5 in 2025 (2024: +82.1), we are among the most recommended social service providers in Germany. 

By way of comparison: According to the latest benchmark data from SurveyMonkey, based on 150,000 organizations worldwide, the average NPS is +32. Scores above +20 are considered good, while scores above +70 are considered exceptional. Our score of +82.5 shows that the vast majority of our customers are not only satisfied but would Familienservice recommend pme Familienservice to others.  

Results of the 2025 pme Customer Survey 

Here's what our customers say about us 

In their feedback, our customers particularly highlight three things: prompt responses to inquiries, professional expertise, and personal empathy.  

Real feedback from our customers in our 2025 survey: 

How does pme use customer feedback? 

For us, customer feedback is not an end in itself, but is directly incorporated into the ongoing development of our offerings. We use this feedback for product development and process optimization. In regular best-practice meetings, teams from different locations and product lines exchange ideas to learn from one another and establish benchmarks.

Feedback managers guide this process and ensure that even critical feedback is addressed on an individual basis. 

This continuous feedback loop ensures that our Employee Assistance Programs remain not only up-to-date but also future-proof. 

In what areas does pme Familienservice provide support? 

Our high level of customer satisfaction is also due to the wide range of counseling services we offer. Whether it’s career challenges, family changes, or organizational issues—our Employee Assistance Program covers a broad spectrum: 

Our EAP counseling 

Would you like to learn more about our EAP services or see for yourself what makes our clients so satisfied? Schedule a no-obligation consultation. 

Schedule an EAP counseling appointment!