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Yaskawa America, Inc., Motoman Robotics Division announced it has achieved its highest-ever Net Promotor Score (NPS) of 75, reflecting years of focused investments in customer support, training, digital resources, and continuous improvement initiatives driven directly by customer feedback.
In 2025, Yaskawa Motoman achieved an NPS of 75, increasing from 69 in 2024 and surpassing its previous record of 71 set in 2023. The score of 75 places Yaskawa within a range widely regarded as world-class for customer loyalty and advocacy, reflecting the company’s ongoing commitment to listening to customers and continuously improving the service, support and training experience. The achievement follows a company-wide focus on making Yaskawa easier to do business with, supported by customer feedback and continuous improvement efforts across the organization. In today’s manufacturing environment, where labor shortages and production demands place increasing pressure on automation investments, responsive service and technical support have become critical factors in customer success.
A key part of this initiative has been increasing front-line support availability across customer-facing groups, including technical support, service, partner support and sales. Internal system enhancements have also helped create stronger connections between departments, improving collaboration and providing customers with a more seamless experience.
Customer feedback continues to play an important role in identifying opportunities for improvement. Through ongoing touchpoint surveys, Yaskawa gathers feedback throughout the customer experience and uses those insights to guide focused improvements to its products, services and support resources.
“This achievement reflects far more than a score. It demonstrates the value of listening to our customers and acting on their feedback. Over the past several years, our teams have focused on enhancing support accessibility, expanding technical resources, strengthening partner capabilities and delivering training tailored to customers’ needs. We believe the best measure of success is a customer’s willingness to recommend Yaskawa, and these results illustrate that we are moving in the right direction,” said David Troeter, Vice President – Yaskawa Support Services.
Additional enhancements have focused on making information and support more accessible to customers. Yaskawa expanded its customer portal capabilities to simplify ordering and access to support resources, including My Robots and a QR code functionality that connects customers with information specific to their robot.
The Yaskawa Knowledge Center, a first amongst OEM industrial robot companies, has also grown significantly, providing customers with an expanding library of self-help videos, preventive maintenance instructions and other technical resources.
In response to customer and partner feedback, Yaskawa expanded its training infrastructure and developed tailored learning programs designed to improve troubleshooting capabilities, application expertise and long-term support effectiveness throughout its partner network.
These efforts are supported by continued customer feedback. Yaskawa's NPS survey is distributed to customers who have purchased robots or had services completed within the previous two years, providing insight into the customer experience and helping identify areas for continued improvement.
The Motoman Robotics Division's achievement follows recent customer experience recognition for Yaskawa America's Drives & Motion Division, highlighting Yaskawa’s broader commitment to customer experience across its North and South American operations.
As customers’ needs continue to evolve, Yaskawa remains focused on listening to customer feedback and identifying new ways to simplify interactions, strengthen support and deliver a positive experience throughout the lifecycle of its automation solutions.
Learn more about the Drives & Motion customer experience recognition: Read the Full Story
Learn more about Yaskawa Motoman: www.motoman.com.
