Verdict: monday.com Ltd. shows early-stage public customer-centricity evidence, scoring 8.0/10 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.
B+
8 / 10
Good — meaningful CX commitment
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
2 / 3
Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.
📊Measurement proof
2 / 3
NPS or a named customer metric is mentioned in public documents, though no specific score is published.
🤝Commitment depth
1 / 1
Some evidence of customer commitment depth, though executive accountability for CX metrics is not explicitly demonstrated in public materials.
Overall score
Score of 8.0/10: 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.
8/10
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).
[T4] CX governance and strategic commitmentWeakView ↗
se customers typically prioritize dedicated support and strategic guidance, while small business customers prioritize speed and self-service options. Customer satisfaction ROI is measured by connecti…
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
re): Measures likelihood to recommend your company to others. Collected periodically to track overall relationship health. Revenue teams should track CSAT for interaction-level feedback, NPS for over…
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3b] Named metric on a public web page (not only in PDF)StrongView ↗
nd so you can sort them as promoters, passives, or detractors to your brand. NPS is most useful as a trend metric over time, not a one-off indicator. Customer effort score (CES): Tracking CES is a go…
monday.com Ltd. – 20-F Annual Report FY2025 (filed March 2026) Our customer experience team, along with our newly released AI agents, provides 24/7 support to our customers. We offer support to every…
with Customers, The Kickoff Call – Setting the Tone for Success, Executive Business Reviews (EBRs) & Quarterly Business Reviews (QBRs), Managing the Customer Journey as a Project & Creating a Success…
[T2b] Customer listening or feedback mechanismMediumView ↗
Gathering and analyzing customer feedback is not a 'nice to have'. It can literally make or break a business. Ultimately, it drives customer loyalty, customer retention and — most importantly — reven…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
roduct-expert, hands-on partnership, delivering comprehensive solution expertise, while building champion relationships that drive long-term loyalty. Customer success augments our sales teams by help…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
How to improve customer satisfaction: 8 proven strategies for revenue teams – monday.com Blog NPS (Net Promoter Score): Measures likelihood to recommend your company to others. Collected
AI in customer success: transforming reactive support into predictive growth – monday.com Blog The monday service platform brings these metrics together in one reporting en
What monday.com Ltd. is doing well
monday.com Ltd. 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.
The CX programme is referenced but not described in sufficient detail. Adding specifics — feedback frequency, review process, or an example of action taken — would substantially strengthen the narrative.
Analyst implication: monday.com Ltd. 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 8 to 6+ and position it as a credible customer-led business.
How monday.com Ltd. 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 monday.com Ltd..
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 monday.com Ltd.'s Customer Test ranking. This single addition could move the grade from B to A.
See full scoring methodology →
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Legal Disclaimer — DISCLAIMER: TheCustomerTest provides independent, editorial analysis based on publicly available documents and information. All scores, ratings, and commentary reflect subjective opinions derived from our methodology and are not statements of fact. Where customer metrics such as Net Promoter Score (NPS) or CSAT are referenced, they are not evaluated on their absolute value, but rather as evidence of transparency in measurement and a company's efforts to understand and improve customer experience. While we aim to use reliable sources, we make no representations regarding the accuracy, completeness, or timeliness of the content. We are not affiliated with, endorsed by, or sponsored by any of the companies referenced. This website's content is for informational purposes only and does not constitute professional advice. Users should not rely solely on these assessments for business decisions. To the fullest extent permitted by law, we disclaim all liability for any loss arising from use of this site, and we reserve the right to update or remove content at any time.
