Verdict: ESG 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
3 / 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
0 / 1
No specific evidence of executive-level accountability for customer satisfaction outcomes 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 commitment [STALE — NOT SCORED]WeakView ↗
⚠ Document dated 2020 (6 years old — exceeds 5-year threshold). mework noting metrics tracking customer experience are crucial to CS organization stability. References 2020 Walker report showing 86%…
[T3a] NPS, CSAT, or named metric explicitly mentionedStrongView ↗
er Success Definitions, Calculations, and Lingo...Oh My! Comprehensive A-Z dictionary covering Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), customer loyalty metrics, and customer exp…
[T3a] NPS, CSAT, or named metric explicitly mentioned[T3c] Actual score or trend publishedStrongView ↗
Customer Feedback Strategy in 4 Simple Steps Detailed guide on customer feedback methodologies including NPS and CSAT surveys. Emphasizes that utilizing customer feedback to guide company's strategic…
[T3a] NPS, CSAT, or named metric explicitly mentionedStrongView ↗
rograms for collecting customer feedback and insights into customer relationship health. Details how closing the feedback loop improves retention and NPS scores. Notes that a VoC strategy with closed…
[T3a] NPS, CSAT, or named metric explicitly mentioned [STALE — NOT SCORED]WeakView ↗
⚠ Document dated 2020 (6 years old — exceeds 5-year threshold). ers will pay more for better customer experience. States that in Operationalize stage, companies should actively gather customer feedba…
[T2a] CX named as a discipline[T2b] Customer listening or feedback mechanism[T2c] Acting on feedback or CX in reportingMediumView ↗
and Lingo...Oh My! Comprehensive A-Z dictionary covering Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), customer loyalty metrics, and customer experience (CX) definitions. Defines NPS…
[T2b] Customer listening or feedback mechanismMediumView ↗
Customer Feedback Strategy in 4 Simple Steps Detailed guide on customer feedback methodologies including NPS and CSAT surveys. Emphasizes that utilizing customer feedb
[T2b] Customer listening or feedback mechanism[T2c] Acting on feedback or CX in reportingMediumView ↗
How to Close the Loop in Voice of the Customer (VoC) Programs (For Real) Explores Voice of the Customer (VoC) programs for collecting customer feedback and insights into customer relationship health.…
[T2b] Customer listening or feedback mechanismMediumView ↗
The 5 Phases of Digital Customer Success Maturity Addresses digital customer success strategies emphasizing asking for customer feedback early and often. Stresses that following up on customer feedbac…
[T2a] CX named as a discipline [STALE — NOT SCORED][T2b] Customer listening or feedback mechanism [STALE — NOT SCORED]WeakView ↗
⚠ Document dated 2020 (6 years old — exceeds 5-year threshold). The Customer Success Maturity Model Advanced maturity framework noting metrics tracking customer experience are crucial to CS organizati…
What ESG is doing well
ESG 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: ESG 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 ESG 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 ESG.
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 ESG's Customer Test ranking. This single addition could move the grade from B to A.
See full scoring methodology →
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