Summer customer feedback rounds off a strong 2025/26 academic year

Thank you to everyone who took the time to share feedback with us during the summer term.

Our latest Net Promoter Score (NPS) was 97, our highest score of the 2025/26 academic year. It follows scores of 91 in the autumn term and 94 in the spring, giving Wave9 an average NPS of 94 across the year.

NPS is a globally recognised measure of customer loyalty, based on how likely customers are to recommend a business to somebody else. Across the three terms we issued more than 1,000 surveys and received 101 responses, with no detractors recorded in any of the three surveys.

The written comments also show what customers value most about the service. Across 72 comments during the year, the same themes appeared regularly: quick responses, knowledgeable people, reliable service and support that is easy to access.

Summer comments included:

“Whenever I contact Wave9 it is a fast response and the staff are extremely knowledgeable.”

“Excellent support and advice, always quick to respond.”

Other customers described the service as “consistent line service and good support”, “support is top tier” and “great service”.

The feedback consistently mentions the areas we put most emphasis on: responsive support, understanding of education, clear communication and taking ownership when something needs sorting.

We also received constructive feedback on individual projects and technical issues, which helps us identify where we need to improve.

Thank you again to everyone who responded during the year. We will continue asking for feedback each term and using it to improve the service.