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Jul 01, 2026
Waukegan, IL Yaskawa America, Inc. has earned Interaction Metrics' Outstanding CX Award for its 2025 customer experience, based on a third-party survey of their Distributors, OEMs, and End Users in the United States and Canada.
The survey, conducted by customer experience research firm Interaction Metrics, evaluated Yaskawa across 112 distinct performance dimensions, resulting in an overall score of 90 out of 100. Yaskawa's Net Promoter Score (NPS), the standard measure of customer likelihood to recommend, created by Bain & Company, came in at 66, climbing over 4 points from the prior year and well into the "excellent" tier on Bain's benchmark scale.
Several areas stood out not only for scoring well, but for being the dimensions most strongly correlated with overall satisfaction: Product Quality, Product Performance, Tech Support Problem Resolution, Application Engineering Technical Skills, and Training Instructors. In other words, Yaskawa scored highest on the things customers cared most about.
"I am delighted with the progress we've made, and clearly our customers are pleased as well," said Dennis Fitzgerald, Vice President of Customer Satisfaction at Yaskawa America.
That sentiment was echoed by customers themselves. "The fact that Yaskawa has invested in finding out how to help their customers speaks volumes about the company and the direction in which they are heading," said a large Distributor from the Northeast.
"In fact, an overall score of 90 with a rising NPS is rare in B2B," said Martha Brooke, Founder of Interaction Metrics. "But the number matters less than what sits behind it. Our TrueData model tells Yaskawa exactly where they're winning, and where to focus next. Most companies never get that clarity. “
The survey also identified specific areas where experience varied across customer segments, giving Yaskawa a concrete map of where to focus in 2026. The company plans to act on those findings throughout the year.
About Interaction Metrics Interaction Metrics is the leading independent customer feedback company, known for its science-forward TrueData Survey model. For companies with high-value customer relationships, Interaction Metrics provides CX research grounded in honest survey feedback — from question design through deployment and analysis.
