According to the study conducted by Kantar, SOFTSWISS achieved the highest Net Promoter Score in the evaluated set.
SOFTSWISS, a global technology provider with over 15 years of expertise, shares first takeaways from a Kantar-led qualitative study conducted at iGB L!VE London, showing that security, reliability, and growth potential are the most influential criteria when selecting technology partners. The findings also place SOFTSWISS first by Net Promoter Score (NPS) – the benchmark for client loyalty and advocacy.
Designed as an event-based, face-to-face qualitative survey, the Kantar study explored how companies and technology providers make procurement and partnership decisions. Across the total sample, respondents most frequently ranked safety and security of operations as the number-one driver, followed by a reliable partner with a strong market reputation and the ability to open up new growth opportunities. Close behind were stable, low-downtime infrastructure and a high level of client service – signalling that risk mitigation and dependable delivery are the baseline for partnership decisions, with growth enablement expected rather than optional.
The study revealed a clear divide in priorities between final decision-makers and decision influencers. Influencers place comparatively more weight on the “everyday assurances” of a technology platform, like:
1.Security
2.Client service
3.Optimised service infrastructure
Final decision-makers look further out, prioritising:
1.Stable infrastructure with minimal downtime
2.Clear business-growth levers
3.A reliable partner with a strong market reputation.
For vendors, the takeaway is to address both sides: demonstrate service excellence to operational stakeholders and prove resilience, scalability, and go-live readiness to executive sponsors.
Olga Resiga, chief business development Officer at SOFTSWISS, said: «Security and reliability are now the non-negotiables of technology procurement. What Kantar’s work highlights is the two-lens buying logic: operational teams evaluate partners on day-to-day assurance – robust security, responsive support, and efficient infrastructure – while final decision-makers judge long-term resilience, launch readiness, and the capacity to unlock new opportunities. Our roadmap is built for both: verifiable security and service benchmarks today, coupled with proven high-load performance and compliance for tomorrow’s growth».
Net Promoter Score, calculated as the share of promoters minus detractors, is a widely recognised indicator of client loyalty. According to the study conducted by Kantar, SOFTSWISS achieved the highest NPS in the evaluated set. In open responses, clients most often described SOFTSWISS as a ‘reputable company’ and ‘most reliable’, with ‘reliability’ repeatedly cited as the key reason for high ratings. Beyond NPS, SOFTSWISS was most frequently associated with a broad range of strengths: security, a trusted partner with strong market standing, stable and low-downtime infrastructure, and a consistently high level of client service.
