Aenova, a leading global contract development and manufacturing organisation (CDMO) for the pharmaceutical and healthcare industry, announced the highly positive results of its 2025 customer satisfaction survey. The survey was conducted in November and December 2025 among 569 customer contacts across Aenova’s international network. Based on the responses received, Aenova achieved a strong overall Net Promoter Score (NPS) of +30, significantly outperforming the CDMO industry average.
Continuous improvement over four years
The 2025 result reflects a consistent improvement in Aenova’s NPS over the past four years and underlines the company’s sustained focus on enhancing the customer experience.
“Our first and most important value is ‘Customers and Patients First’,” explained Jan Kengelbach, CEO of Aenova. “We are absolutely relentless in our commitment to building the go-to CDMO in Europe, and it is incredibly rewarding to see that our customers recognise this across the board.”
Customers highlight service quality, documentation and communication
Respondents particularly valued Aenova’s strengths in several key areas:
- Professionalism and customer-centric mindset: customers awarded high ratings for professionalism, friendliness and a consistently customer-centric approach.
- Accuracy and completeness of documentation: the accuracy and completeness of delivery and batch documentation were highlighted as important contributors to quality and compliance.
- Clear and effective communication: customers emphasised clear, transparent and effective communication throughout the order and delivery process.
- Technical and scientific competence: Aenova’s technical and scientific expertise was cited as a key factor underpinning customer satisfaction and trust in the collaboration.
These results underscore Aenova’s ambition to combine customer focus, quality and scientific excellence across its entire value chain.
NPS as an indicator of customer loyalty
The Net Promoter Score is a widely used indicator of customer loyalty. It measures how likely customers are to recommend a company’s services to their peers. The score is calculated by subtracting the percentage of Detractors (recommendation scores 0–6) from the percentage of Promoters (scores 9–10).
Aenova conducts regular customer satisfaction surveys to better understand customer needs, further strengthen customer responsiveness and derive targeted improvement measures.
