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Last updated: June 2026
The Results Are In: Our Latest Customer Survey
Every three months, we ask customers who have recently placed an order with us to share their feedback. These surveys are one of the most important ways we learn what matters most to the people who use our products and services.
Customer feedback helps us:
Many of the improvements we make throughout the year are a direct result of customer suggestions and survey responses. Whether you're a new customer or have been with us for years, your feedback helps shape the future of Saal Digital.
One of the key metrics we track is our Net Promoter Score (NPS), which measures how likely customers are to recommend Saal Digital to others.
This quarter, our NPS score was 75.
For context:
We're proud to maintain this level of customer advocacy and grateful to everyone who continues to recommend us to friends, family, and colleagues.
Customer satisfaction remains exceptionally strong across the areas that matter most.
Product quality stands out as one of our strongest results, with almost all customers reporting a positive experience. These results reinforce our commitment to providing premium-quality photo products, intuitive design software, and excellent value for money.
Perhaps one of the most positive findings from this survey is customers' intention to return.
This level of repeat purchase intent reflects the trust customers place in Saal Digital and demonstrates the long-term relationships we continue to build with our community.
When choosing a photo product provider, quality is the deciding factor for most customers. In fact, 88% of respondents identified product quality as the most important factor in their purchasing decision, making it the strongest driver overall. At the same time, 69% of customers highlighted value for money as a key consideration, demonstrating the importance of combining premium quality with a competitive price-performance ratio.
These results align closely with our own priorities. Customers want products that look great, last for years, and offer excellent value, making quality and craftsmanship more important than any other factor.
ESG and sustainability are key priorities at Saal Digital, so it's encouraging to see how strongly these topics resonate with our customers.
When asked about sustainability in photo products, 74% of respondents identified long-lasting product quality as the most important factor. Customers also highlighted the importance of reducing plastic in packaging, using sustainable materials, supporting local production, and promoting climate-friendly manufacturing and shipping practices.
These results show that customers view sustainability through the entire product lifecycle. By focusing on durable products and responsible production practices (with 7.000 quare meters of solar panels on top of our factory to produce vast amounts of our energy requirements independently), we aim to create photo products that customers can enjoy for years to come.
Your feedback plays a vital role in helping us improve our products, software, and services. Every survey response helps us better understand what we're doing well and where we can improve.
We'll continue listening, learning, and investing in the areas that matter most to our customers—and we look forward to sharing future improvements inspired directly by your feedback.
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