Verdict: Intertek shows early-stage public customer-centricity evidence, scoring 6.0/10 in this automated assessment of publicly available material. A customer satisfaction metric is referenced in public materials, though a specific score or programme detail has not been published. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.
C+
6 / 10
Moderate — some evidence, no metrics
Scorecard
💬Customer language
3 / 3
Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.
🔄CX programme evidence
1 / 3
Some CX programme language detected, though it appears in passing rather than as a strategic commitment.
📊Measurement proof
2 / 3
NPS or a named customer metric is mentioned in public documents, though no specific score is published.
🤝Commitment depth
0 / 1
No specific evidence of executive-level accountability for customer satisfaction outcomes in public materials.
Overall score
Score of 6.0/10: the company demonstrates early-stage customer-centricity signals. The gap to a score of 5+ is typically bridged by publishing a named customer metric and adding explicit programme language to the website.
6/10
Evidence
Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3c] Actual score or trend publishedStrongView ↗
') process to listen to our customers, enabling us to improve our customer service over the years consistently. In 2025, we conducted an average of 6,059 NPS customer interviews a month. Our passiona…
tomer service over the years consistently. In 2025, we conducted an average of 6,059 NPS customer interviews a month. Our passionate, innovative, and customer-centric organisation is energised to tak…
main focus and provide a high level of customer satisfaction. As a long time client of Intertek, I can always depend on their technical expertise and customer focus in providing accurate and timely l…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
Full Year Results Announcement Since 2015, we have used the Net Promoter Score ('NPS') process to listen to our customers, enabling us to improve our customer service over the years consistently. In…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page typesWeakView ↗
iCare – Your One-Stop Science-based Customer Excellence Portal iCare is a one-stop science-based customer excellence portal designed to address transparency and traceability around processing an
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
Clients and Testimonials They keep the customer as their main focus and provide a high level of customer satisfaction. As a long time client of Intertek, I can always depend on their technical experti…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
tomers, the employer of choice for our employees. We create amazing opportunities for our 45,000+ people to thrive, always striving to offer the best customer service to our clients. We support 400,0…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
Investor FAQs Science-based Customer Excellence is at the core of our competitive advantage and enables us to deliver mission critical services for our clients. We work with more than 40
What Intertek is doing well
Intertek references customer satisfaction or feedback in its public materials, suggesting that customer outcomes are tracked internally. This provides a credible foundation — the next step is to surface that evidence publicly.
Customer language features in the company's communications, including website copy and investor materials. The tone suggests customers are considered a genuine priority rather than an afterthought.
What is missing
A customer satisfaction metric is mentioned but no specific score is published. Moving the metric from a passing reference to a prominently cited figure — even in an investor presentation — would significantly strengthen the public signal.
There is no clearly visible description of a closed-loop customer feedback process. Explaining how feedback is collected, who reviews it, and how it influences decisions would add meaningful CX programme evidence and move the score into the 5–6 range.
Analyst implication: Intertek has the early ingredients of a customer-centric company. A targeted update to its public communications — publishing an NPS score and describing the feedback loop — would move the grade from 6 to 6+ and position it as a credible customer-led business.
How Intertek could improve its ranking
Elevate the NPS reference from a footnote to a featured metric. Citing the score prominently — on the website and in earnings materials — signals genuine accountability rather than occasional mention.
Add a 'How we listen to customers' paragraph to the corporate website. Describing the feedback cadence, who reviews results, and one example of action taken demonstrates that customer listening is operational, not aspirational.
Suggested website text
Want to improve this grade?
See what world-class customer-centricity looks like and what changes would move the needle for Intertek.
Recommended copy · About Us page · Net Promoter Score version
Customer Experience is a Strategic Priority: We do more than collect feedback — we act on it. Our closed-loop feedback discipline ensures every client voice drives measurable improvement across our products and services. We measure customer loyalty using the Net Promoter Score (NPS) and are committed to sharing our progress publicly as part of our transparency commitment.
💡 Why this improves your score: Adding the actual NPS number (e.g. 'Our 2025 NPS reached 72') would award T3c (+2 points) and significantly improve Intertek's Customer Test ranking. This single addition could move the grade from C to B.
See full scoring methodology →
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