Thank you to those who took the time to complete our customer survey this year, as well as those who’ve participated in the past!
We’re excited to share the results from our fourth annual customer survey! This year, we took a closer look at the data, comparing it to previous years to identify key areas of growth and opportunity. The results showed a lot of consistency with prior years, while also offering valuable insights into our new welcome package and its positive impact. If you’d like to revisit our results from last year you can read here.
The survey was sent via email to all our customers in the U.S., Canada, and Mexico, and we maintained a strong response rate. Thanks to this participation, we were able to compile accurate and actionable results. Here’s a breakdown of what we learned specifically from our U.S. customers.
What Our Customers Value: Consistency and Trust
90% of our customers who responded said that they would recommend Atradius to a friend or colleague. This is a percentage that has continued to increase in the U.S. We’re very happy to see continued growth in customer satisfaction overall.
For the fourth year running, the top three words used to describe Atradius were “Professional” (78%), “Reliable” (71%), and “Efficient” (76%). This year, “Friendly” also made its debut in the top rankings, with 60% of customers choosing this descriptor. These words—Professional, Reliable, and Efficient—highlight the trust and confidence our customers have in Atradius. When clients consistently describe us this way, it reflects the strong, dependable relationships we’ve built over time. It shows that we’re not just delivering on our promises, but doing so with a level of care and expertise that fosters long-term loyalty. These qualities also speak directly to our core values, which prioritize integrity, consistency, and a commitment to providing exceptional service.
When customers view us as reliable and efficient, it confirms that we’re aligning our daily operations with their needs and expectations. We’re also seeing ongoing improvements in customer satisfaction across all departments, with our pricing and level of coverage continuing to be key reasons customers choose Atradius over competitors. Our survey results also highlighted areas that matter most to our customers, and we plan to keep these priorities front and center as we continue to enhance our services and share resources.
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Get StartedNew Welcome Package: A Positive Impact
At the beginning of this year, we introduced a new welcome package designed to help customers better understand and navigate their policies. The survey results confirmed that this initiative is working. We saw a nearly 10% increase in customer understanding of policy reporting requirements, a 5% rise in satisfaction with Atrium training, and a 10% improvement in overall Atrium satisfaction. These results show that our new Atrium training videos are helping customers feel more confident with the platform, which had previously been flagged as an area for improvement.
Opportunities for Growth
While we’re encouraged by the positive feedback, we know there’s always room to grow. Moving forward, we’ll continue refining our welcome package and improving communication with our customers. One area we want to focus on is increasing customer understanding of department roles to ensure we receive the most accurate, department-specific feedback.