Our NPS Score 62 Excellent World-Class (1)

Customer Satisfaction & Net Promoter Score (NPS) Survey Results – June 2026

July 22, 2026

We are pleased to share the results of our June 2026 Customer Satisfaction & Net Promoter Score (NPS) Survey.

With an NPS of 62, Una Health has achieved an Excellent – World-Class rating. This is a fantastic achievement and reflects the hard work, professionalism and commitment shown by teams across the business every day. Thank you to everyone who contributes to delivering an exceptional customer experience.

What We Asked Our Customers

Our survey was designed to understand how our customers feel about working with Una Health and to identify opportunities for improvement. We asked customers:

  • How likely they are to recommend Una Health to a colleague or another organisation (Net Promoter Score).
  • What influenced the score they gave us.
  • What we do well.
  • Where we can improve.
  • Whether they had any additional comments or suggestions to help us improve our products, services and overall customer experience.

The feedback we receive is invaluable and helps us to continually improve the experience we provide to our customers.

What Our Customers Value Most

Our customers consistently praised the areas that set Una Health apart, including:

  • Responsive and knowledgeable customer support
  • Excellent communication and relationship management
  • Reliable products and services
  • A simple and efficient ordering process
  • Passion, commitment and professionalism from our teams
  • Strong after-sales support

Some of the comments from our promoters included:

“Customer relations is really important and communication is the key. Una Health do really well on this front with email and telephone calls and I have had personal visits from a few of the team. A very nice touch.”
University Hospitals Plymouth		“The biggest driver behind my recommendation is the consistently reliable, responsive support your team provides… Una Health feel like a partner rather than just a supplier.”
University Hospital Wishaw		“Very responsive to orders and queries. We know when to expect goods. Any issues are communicated and we can deal with them accordingly. Ordering process is uncomplicated and easy.”
Salisbury NHS Foundation Trust
“Customer service and really good after-sales support.”
MJ Medical		“Great support from the team, good experience with ordering and receipt of items, good value for money products.”
Royal Gwent Hospital		“Passion and commitment.”
South West Pathology Services

These comments highlight the impact that every department has on the customer experience, from sales and customer service to operations, logistics, technical support and beyond.

Listening to Feedback and Taking Action

While we are proud of these results, we are equally committed to learning from every piece of feedback we receive.

Every survey response has been reviewed, and we are responding to customer feedback where appropriate. The suggestions and concerns raised are being shared across the business, and we are already implementing improvements wherever possible.

Some of the key areas identified for improvement include:

  • Improving communication around equipment changes and service updates.
  • Reducing equipment delivery delays.
  • Increasing product reliability and reducing the need for repairs.
  • Exploring improved order tracking and delivery visibility.
  • Making product documentation, including IFUs and SDS sheets, easier to access.
  • Reviewing packaging and equipment protection during transit.

Not every suggestion can be implemented immediately, and some require longer-term planning or are influenced by external factors. However, every comment is being carefully considered, and where changes can be made, we are taking action. Our aim is to ensure customers can see that their feedback leads to meaningful improvements.

Learning from Our Detractors

The feedback from detractors highlighted challenges relating to product withdrawals, servicing changes, and communication during periods of transition.

Although these comments represent a small proportion of the overall responses, they provide valuable insight into where we can strengthen our communication and better support customers through change. Listening to this feedback is an important part of our continuous improvement journey.

Thank You

Achieving a World-Class Net Promoter Score is not the result of one team or department, it is a reflection of the collective effort across the entire organisation.

Whether you work directly with customers or support them behind the scenes, your contribution helps shape the experience our customers have with Una Health.

Thank you for your continued dedication, professionalism and commitment to putting our customers first.

As we celebrate this achievement, we will continue to listen, learn and improve. By acting on customer feedback and building on our strengths, we can continue to deliver the high standards our customers expect and deserve.