2025 Customer Satisfaction Survey
We Asked. You Answered.
We reached out to learn what matters most to the customers who rely on us every day. The responses show both the strengths we should continue building on and the opportunities that will help us deliver an even better experience in the year ahead.
About the Survey
Each year, we ask customers to evaluate their experience working with us – what we do well and where we can improve. The 2025 survey was distributed to 388 active clients across engineering, construction, and inspection divisions, representing wireless telecom customers in commercial, government, public safety, and utility markets.
Invitations were sent personally by each customer’s project manager to encourage participation and candid feedback. Responses were anonymous and gathered through Microsoft Forms, resulting in a 34% participation rate, which is well above industry norms for B2B service surveys.
The survey consisted of ten short questions covering quality, communication, project management, and overall performance, with space for open-ended comments. The mix of numerical scoring and written feedback provides both measurable and qualitative insight.
Because participation spanned every ETS division and market segment, the results offer a balanced, representative view of our customer experience – not a self-selected sample, but a reliable reflection of how clients view our performance.
Key Findings
388
Active Customer Survey Recipients
Reflecting ETS’s role as a trusted engineering services partner for wireless telecom in commercial, government, public safety, and utility markets.
34%
Survey Participation
Far exceeding typical industry response levels. An exceptional response rate that reflects strong engagement and trust across our customer base.
91%
Overall Satisfaction Rating
Reflecting consistently high marks for quality, professionalism, and reliability.
96%
Would Recommend ETS
Proof that our customers see ETS as a partner they can rely on.
91%
Rated Us a Better or Much Better Partner
Reflecting ETS’s role as a trusted engineering services partner for wireless telecom in commercial, government, public safety, and utility markets.
+67
Net Promoter Score (NPS)
An aggregate measure of positive and negative customer sentiment – ranks well above industry-accepted benchmarks.
Learn more about NPS. Opens in a new tab.
What We Learned
Customers Trust Our Quality
Our customers continue to see quality and reliability as our defining strengths. Nearly every respondent described our work as accurate, professional, and dependable, and the vast majority rated us above other firms they work with.
Dependability That Extends Beyond the Work Itself
Respondents highlighted the professionalism and responsiveness of our teams, and the confidence they have in us to deliver work that meets standards, solves problems, and protects their networks. That trust has been earned project by project, relationship by relationship.
Communication Lets Us Raise the Bar Even Higher
Where customers offered improvement suggestions, the focus was clear: visibility and predictability. They want more proactive communication about schedules and quicker updates when timelines shift. These aren’t complaints. They reflect high expectations and confidence that we can continue to do even better as we grow.
Quick Action When Challenges Occur
A small number of responses referenced isolated issues tied to specific projects. In each case, corrective actions were already underway before the survey. Every company encounters challenges, yet what matters most is how we address them. Our commitment to accountability continues to guide how we respond.
Honest Feedback Shows Strong Partnerships
The level of insight customers shared signals trust and strong working relationships. We’re grateful for that honesty and will continue acting on what we learn to ensure the experience of working with ETS is as strong as the results we deliver.
Share Your Feedback
This report summarizes what our customers told us – but the conversation doesn’t end here. If you’d like to comment on these findings or share your own experience working with us, we welcome your input. You can send us an email or complete an anonymous survey of your own using this link.
Every response helps us understand how we can continue improving the clarity, consistency, and quality of the services we deliver.