Why Our Customers Keep Recommending Locus: Inside Our NPS Results

Warehouse leaders are under constant pressure to deliver more with less, including faster fulfillment, better accuracy, and efficient workflows. But what we see every day at Locus Robotics is that true success in automation is measured in trust as well as speed and volume.

That’s why every six months, we ask our customers a simple but powerful question: “How likely are you to recommend Locus to a friend or colleague?”

The answers form our Net Promoter Score (NPS), a customer loyalty metric used across industries to gauge real-world satisfaction and long-term value. As David Mollura, Customer Success Manager, said, “NPS helps strip away some of the noise we get on a day-to-day basis and helps to bring customer satisfaction levels into focus based around a simple question.”

This Year’s NPS Results and What They Mean

In our most recent 2025 survey, our global NPS came in very strong. In North America, we saw an NPS of 66.4, which is well above the industry benchmark of 41 for B2B software and SaaS technology.

Outside of North America, we reached impressive results of 75.5 in EMEA and 71.4 in APAC.

When asked about the results, our Customer Success Manager, Amanda Lewis, stated, “We have been and continue to be at a high overall rank level in our industry, consistently achieving scores that reflect our unwavering commitment to customer satisfaction. This strong performance in our Net Promoter Score underscores our dedication to not only meeting but exceeding customer expectations, enabling us to maintain leadership and trust among our peers and clients.”

Beyond the numbers, the real story comes from what warehouse leaders are telling us about what they appreciate about working with Locus.

• Strong Partnership: “We consider Locus Robotics to be a great ally due to your alignment with our needs and maintaining a strong partnership. Examples of this include sending out support teams during peak seasons and having VPs personally assist on-site.”
  
  
• Achieve Metrics: “I especially appreciate when Locus Robotics is a thought partner in helping identify solutions to unlock the business and achieve key metrics.”
  
  
• Time Savings: “Our robots are outstanding and save us time and energy. We're very happy with their daily performance and support!”
  
  
• Timely Response: “Any issues are handled promptly, and the Locus team has been very helpful. Our customer success manager is always available whenever we need anything, and this has been a wonderful partnership!”
  
  
• Trusted Advisors: “We would recommend Locus without hesitation based on the trusted advice we have received from experienced advisors at Locus along with ease-of-use benefits yielding substantial ROI according to all desired outcomes being exceeded thus far, including improved associate experience alongside operational efficiencies.”
  
  
• Improved Operations: “You improved our order accuracy and reduced physical strain for our employees, which in turn has resulted in consistent productivity throughout their shifts. The technology facilitated a decrease in employee fatigue by taking over travel-intensive tasks.”
  
  
• Open to Feedback: “Locus has been doing a great job since the beginning. The team is always open to feedback, which is really appreciated. The work done by the Customer Success Management is excellent.”
  
  
• Proactive Support: “Your company is an exceptional partner, largely due to the proactive and responsive support provided by your CSM. The consistent communication, frequent site visits, follow-ups, and ability to swiftly resolve issues have been pivotal in ensuring successful adoption and integration of your solutions into our operations.”
  
  
• Peak Support: “One win was the availability for onsite support during peak volume or key weeks in our industry. Having a Locus expert onsite to help us navigate bot behavior during high volume shifts was crucial.”

These responses come from every corner of our customer base, including 3PLs, healthcare, retailers, and industrial accounts. And they reflect what matters most: Are we helping our customers meet their goals and targets?

The Top Themes We Heard the Most

When we analyze voice-of-the-customer (VoC) data, patterns emerge, and here’s what warehouse operators consistently highlighted as areas where Locus adds value:

• Unmatched Reliability and Flexibility: Customers consistently praise the Locus solution’s ability to effortlessly adapt to shifting workflows and seasonal demand surges, made possible by our innovative Robots-as-a-Service (RaaS) model.
  
  
• Proven Efficiency and Performance: Customer feedback repeatedly highlights measurable outcomes, including significantly faster picking rates, enhanced throughput, and remarkable improvements in accuracy, demonstrating clear operational value.
  
  
• Ease of Use: Our intuitive robot displays seamlessly support teams around the globe, communicating clearly in 43 languages and enabling rapid onboarding and effortless user experience.
  
  
• Exceptional Customer Relationships: Our dedicated Customer Success Managers build close, meaningful partnerships with onsite teams, consistently standing out as a crucial driver of satisfaction and trust in our solution.

The director of one customer, a logistics company, praised our continued partnership and support, stating “Regular biweekly data reviews between our team and Locus’s customer success team focused on achieving greater efficiency gains. These process enhancements and ongoing partnership resulted in a considerable reduction of order fulfillment times that boosted end-customer satisfaction through quicker and more reliable delivery.”

We have great tools, but we also have a great team that’s there when it matters, whether it’s a product rollout, a process change, or a question on a Tuesday morning.

Where We’re Going Next

Besides being a helpful scorecard, our NPS program is a listening engine. This year’s feedback made it clear where we can do even better, and we’re acting on it.

• Deeper Business Intelligence: We have launched LocusINTELLIGENCE within the LocusONE™ platform to provide real-time decision-making, continuous optimization, and deep operational insights.
  
  
• Better Feedback Cycles: We have established a more effective cadence for Quarterly Business Reviews (QBRs).
  
  
• Robots that Can Pick Single Piece Items from Shelves without Human Interaction: We have introduced Locus Array for this very purpose. We will be piloting Array at customer sites later this year.

From enhancements to LocusHub and Customer Lifecycle Analytics to tighter alignment across support and sales, we’re building systems that help us scale our service without losing our human touch.

Continuous Partnership Driven by the Voice of Our Customers

When a warehouse selects Locus for automation, it's not just a transaction; it's the beginning of a meaningful, long-term partnership. Our recent NPS results reinforce what we deeply believe: Partnerships built on responsiveness, reliability, and genuine human connections deliver exceptional outcomes.

Our commitment to listening is ongoing and proactive. Our Voice of the Customer approach includes regular onsite visits, comprehensive Quarterly Business Reviews, targeted surveys, and interactive sessions at Locus Park. These interactions aren't mere formalities. They are integral opportunities for meaningful dialogue and continuous improvement.

We genuinely value the collaboration with each of our customers. Your success is directly tied to ours, and we thrive when you thrive.

To every customer who provided their invaluable feedback, thank you. We hear you clearly, and together, we're shaping the future of order fulfillment step by step.

BIO

Jasmine Lombardi brings more than 25 years of experience in customer success, professional services, software development, project management, global systems implementation, and business operations. She leads a team of over 110 customer success professionals across North America, Europe, the UK, and Australia. Prior to Locus, Jasmine held senior leadership roles at Barracuda Networks, Intronis, Aspen Technology, Mzinga, Prospero Technologies, and PAREXEL International, where she built a strong foundation in delivering customer value and operational excellence. She has earned numerous awards, including Mass High Tech’s 2014 Women to Watch, CRN Women of the Channel and Power 100 (2016), and a Gold Stevie Award for Customer Service Leader of the Year (2016). Most recently, she was honored as one of the Top 50 Women Leaders in Boston for 2024. Jasmine holds a Bachelor of Science in Computer Science from the National University of Singapore, a Master of Science in Information Systems from Boston University and is a certified Project Management Professional (PMP).