More than a number: What an NPS score of 42 says about customer trust at SIG

A number on its own rarely tells the full story. 

Some of the most valuable conversations we have don’t happen in meeting rooms. They happen when customers tell us — honestly — what it feels like to work with SIG. What’s working. What could be better. Where we’re meeting expectations, and where we need to improve. 

One of the ways we capture that feedback is through Net Promoter Score (NPS), a simple but powerful measure of customer satisfaction. 

At its core, NPS asks one straightforward question: 

How likely are you to recommend SIG to a colleague or business partner? 

Customers answer on a scale from 0 to 10: 

• 9–10 = Promoters (loyal advocates who actively recommend us) 
• 7–8 = Passives (satisfied customers, but less enthusiastic) 
• 0–6 = Detractors (customers whose experience did not fully meet expectations) 

 The score is calculated by subtracting the share of detractors from the share of promoters. This means NPS can range from -100 (if every customer is a detractor) to +100 (if every customer is a promoter). 

So what does it mean when SIG achieves an NPS score of 42? 

It means significantly more customers would recommend SIG than not. 

The most meaningful comparison is against ourselves. Using the same methodology and scope, SIG improved its NPS score by 11 points compared with 2024. 

For carton customers, positive feedback centered on customer service across touchpoints and improved production lead times. For bag-in-box and spouted pouch, customers highlighted stronger support, faster reaction times, and innovation support for new product development. A strong NPS reflects the overall customer experience across multiple interactions and touchpoints. But the score itself is only part of the picture. 

At SIG, NPS is more than a reporting metric — it helps turn structured customer feedback into action. 

Christoph Wegener, CMO & President Region Europe said:

“Feedback is one of the most valuable things we can receive, especially when it comes from our customers. It helps us understand where we’re delivering well and where we need to improve. NPS is a valuable measure of continuous improvement— helping us not only understand what’s working, but also where we need to adapt, strengthen the customer experience, and respond better to evolving needs.” 

When customers flag concerns, relevant teams follow up directly to understand the issue and improve the experience — a closed-loop feedback process that turns customer insight into concrete action.  A score of 42 reflects strong customer trust while also highlighting where we can continue to improve. Customer feedback is not a finish line — it is an input for continuous improvement. A deeper analysis is now underway across regions, functions, and global teams to turn these insights into targeted action plans. 

But what matters most is what we do with the insight behind it.