In 2025, MODUS X made customer experience one of its key strategic priorities and shifted from incremental improvements to a systemic, fully managed CX model. The year became a turning point: the company not only significantly improved its customer metrics but also redesigned its entire approach to measuring and managing customer experience.
Growth in customer-centricity and key performance indicators
In 2025, the integrated KPI “Customer Centricity of MODUS X” was achieved at 110%.
This result was driven by balanced growth across key CX metrics:
- NPS (Net Promoter Score) increased to 76.7% (compared to 39% in 2023), confirming a substantial rise in customer loyalty and willingness to recommend MODUS X.
- CSAT (Customer Satisfaction Score) remained consistently high throughout the year, confirming the quality of day-to-day service interactions.
- CSI (Customer Satisfaction Index) was introduced in 2025 as a new systemic tool for evaluating customer experience and demonstrated steady positive dynamics.
“In 2026, our key focus is to improve CSI among business clients. We already see that the overall satisfaction level is high, but the next step is to make the customer experience as predictable, clear, and convenient as possible for businesses purchasing our services. Throughout 2025 and into 2026, together with our teams, including during workshops with Anastasiia Vladychynska, we worked extensively to better understand client expectations and the friction points in our interactions. We are carrying this experience into 2026. Another key focus is client engagement within the budgeting process: greater transparency, better communication, clear cost drivers, and joint planning. This is where we see significant potential to increase CSI and strengthen trust among businesses,” said Chief Commercial Officer Iryna Hodovaniuk.
CSI: A New Level of Customer Experience Measurement
In 2025, MODUS X introduced CSI (Customer Satisfaction Index), a metric that evaluates the customer experience comprehensively across the entire customer journey, rather than for a single request or service.
CSI results in 2025:
- CSI Users increased from 9.0 in Q1’25 to 9.1 in Q4’25.
- CSI Clients increased from 7.3 in Q1’25 to 7.7 in Q4’25.
- The overall CSI rose from 8.15 to 8.4, exceeding the market benchmark of CSI ≥ 8.0.
The growth in CSI resulted from comprehensive changes, including UX updates, improved customer journeys, more transparent communication, and faster responses to client requests.
“In 2026, one of our key steps will be the implementation of the ‘always / never’ principles, which clearly define what clients should receive from MODUS X without compromise, and what is unacceptable in our service. At the same time, we will work even more closely with business clients to create a wow-level service together — not just in words, but in ways that are tangible in day-to-day interactions, processes, and results. We also clearly understand that a strong customer experience is impossible without a customer-oriented environment inside the company. That is why in 2026 we will implement a customer-centric model in recruitment — all new employees will undergo an assessment of customer-oriented skills based on the level expected for their role. For us, CX begins not with processes, but with people,” noted Olha Oleksiuk, Customer Experience Manager.
Mystery Shopper: Service Through the Eyes of the Customer
For the first time in 2025, MODUS X systematically applied the mystery shopper methodology to evaluate the real customer experience:
- The study lasted 4 months
- 104 surveys were collected
- Average service scores were:
- consultation speed — 8.9
- politeness and friendliness — 9.5
- specialist competence — 9.3
- customer focus and proactivity — 9.0
- convenience of interaction channels — 9.5
The mystery shopper results confirmed that the service meets customer expectations and helped identify action points for further improvement.
Practical CX Initiatives in 2025
Throughout the year, MODUS X implemented a number of initiatives that directly contributed to the growth of CSI and NPS:
- A new Customer Personal Account, built using service design methodology.
After implementation, CSI in this channel increased to 9.23 in Q4’25 (compared to 8.92 before the changes), while the number of requests via the portal grew by 4.07%. - An AI-powered IT service support platform with a knowledge base of over 1,500 articles and automated request processing.
- A unified CX analytics system in Power BI, integrating NPS, CSI, ITSM, and SLA data, enabling early risk detection and proactive customer experience management.
- Updated communication standards, development of self-service tools, and staff training with a focus on service culture.
Why CSI Will Replace CSAT Starting Next Year
Based on the 2025 results, MODUS X made a strategic decision: starting next year, CSI will replace CSAT in the integrated customer centricity KPI.
This decision is based on the fact that:
- CSI reflects the full customer journey, rather than individual transactions
- It is a more stable and representative metric for management decision-making
- CSI has a clear correlation with NPS and business outcomes
- The combination of CSI + NPS + mystery shopper insights forms a mature, unified CX management system
Thus, the transition from CSAT to CSI represents a logical stage in MODUS X’s evolution — from service quality control to systemic customer experience management.
Customer Experience as a Strategic Advantage
2025 confirmed that customer experience at MODUS X is not a set of isolated initiatives, but a long-term strategy. The introduction of CSI, the mystery shopper practice, and a data-driven approach to CX have created a strong foundation for further growth in customer loyalty and partnership development in 2026.
About MODUS X
MODUS X is a Ukrainian technology company and part of the DTEK Group. It provides professional IT services and solutions to large and mid-sized businesses in Ukraine and internationally.
With over 800 experts, the company drives digital transformation, implements innovative technologies to enhance business efficiency, and develops its own products.
MODUS X focuses on key technology areas, including data management and artificial intelligence, business application development and implementation, IT infrastructure, cybersecurity, modern workplace organization and support, and IT consulting.
The company partners with leading global IT vendors such as Microsoft, SAP, Creatio, IBM, Lenovo, Trend Micro, Check Point, Veritas, Tenable, and others.
