Climate Control reports world-class NPS

Listening, learning, and improving: What the NPS results reveal about customer partnership.

At IMI, the Climate Control sector is a global leader in heating and cooling flow control solutions. Its intelligent products enable smart temperature control, creating a more comfortable indoor environment for life and work. The technology allows the temperature and humidity in individual buildings to be programmed for the optimum climate.

Customer satisfaction is one of the most powerful indicators of business success – and at Climate Control, it’s measurable. This year, the sector achieved a Net Promoter Score (NPS) of 59, reflecting strong customer advocacy and loyalty. Widely recognised as a benchmark for satisfaction, NPS measures how likely customers are to recommend a company to others, a relevance reinforced by research published in the Journal of Marketing Analytics (2023), which identifies it as one of the most adopted tools for assessing customer experience.

The 2025 result reflects consistent performance in customer experience (CX) and responsiveness, supported by key initiatives designed to make interactions with Climate Control simpler, faster, and more transparent. Over 2,000 customer surveys were completed this year, providing valuable insight into what customers value most, from technical expertise and product reliability to proactive service and support. Importantly, detractor follow-up within 48 hours ensured that every piece of feedback translated into meaningful improvement, strengthening relationships and trust.

The findings don’t just highlight satisfaction; they reveal what truly matters to customers. Many emphasised how Climate Control’s technical expertise and responsiveness help them deliver better comfort and efficiency in their own projects. By turning feedback into action, the sector ensures its solutions continue to perform seamlessly in the field, helping customers meet their energy-efficiency goals and deliver optimal system performance, every time.

Insights from the survey have already shaped several improvements, including new online selection tools and simplified documentation for faster specification. These initiatives are part of Climate Control’s broader strategy to simplify complexity for customers, scale expertise more effectively, and enable consistent system performance across regions. Regional teams are also working more closely with distributors to ensure faster response times and easier access to technical support.

“Customer satisfaction is more than a score – it’s a reflection of the trust our partners place in us,” says Stefano D’Agostino, Sector President, Climate Control. “This world-class NPS result demonstrates the tangible impact of our commitment to excellence, transparency, and collaboration. Every survey, every response, and every improvement brings us closer to the customers we serve.”

Customers also highlighted Climate Control’s responsiveness, technical expertise, and proactive support as key reasons for their continued trust, demonstrating that the sector’s focus on partnership and reliability is delivering measurable results.
As IMI looks ahead, customer feedback will remain central to its strategy. By continuously analysing results and translating insight into scalable improvements, the Climate Control sector is strengthening its ability to deliver simpler, smarter, and more sustainable solutions across its portfolio and markets.

Because sometimes, the most meaningful breakthroughs start with a conversation. Listening, responding, and improving — that’s how trust is built, and that’s what breakthrough engineering for a better world is all about.