Tracktest Net Promoter Score (NPS) for 2025

Each year, we ask our individual test-takers a simple question:

"On a scale of 0 to 10, how likely are you to recommend Tracktest to a friend or colleague?"

We are thrilled to announce that for the year 2025, our Net Promoter Score (NPS) has reached an outstanding 78 points.

What does an NPS of 78 mean?

In the world of customer satisfaction, an NPS above 70 is considered world-class. This score reflects the hard work our team has put into making the platform more intuitive, faster, and more accurate.

Why do users love Tracktest?

As part of our survey, we also ask: "What is the most important reason for giving us that score?" Our users highlighted the user-friendly interface, the speed of our Express service, and the comprehensive nature of the assessment. Here is what some of our test-takers had to say in 2025:

"I like the website. Really easy to use. It is very easy to do a pretest. Also to do the real test, the way the website works is very user-friendly. I selected the express option to obtain my certificate faster and I received it within 24 hours after doing the test."

"After taking the TrackTest English proficiency test I got immediate results of my English level and they really impressed me. I am encouraging friends and everyone else to take it as it is flexible and accurate."

"My rating is a result of the fact that your test is 'easy to give' and it covers the full spectrum of the English language."

"I am satisfied with the test and the way everything is organised. The questions are very clear and it’s very simple to access."

"The most interesting thing was the rating of my listening skills—it was a real test, not just something to 'pass'."

Looking ahead

The year 2022 in numbers

In 2022, we recorded a 35% year-on-year growth in user registrations and the number of completed English tests. It is 10 percentage points more than the annual growth in the previous "covid" year. 

We achieved world-class 71 points in the Net Promoter Score metric. 
76% of users would actively recommend Tracktest to a friend or colleague.

Net Promoter Score (NPS) measures the customer satisfaction of individual Tracktest customers.

Based on the global standards, any score above 0 would be considered "good", 50 and above is excellent, while 70 and above is considered "world-class". 

Your qualitative feedback, which we have collected since 2017, is equally important. During these years, you sent us tons of valuable comments and suggestions, which we carefully evaluated and partially implemented. Here is the cloud of words you used in your product feedback most frequently: 

Our Helpdesk is a big contributor to the NPS score. Here are some KPIs reported by our ticketing system: 

In September, we celebrated 10 years since launching our English Core test and registering the first test-taker on our platform.  

New features in 2022: 

• QR codes in the certificates (March)
• Enhanced feedback (June)
• Audio prompts in the speaking exam (September)
• Migration of transactional e-mails to the EU region (December)
• New design for offline and social media (December); the website will follow in 2023.

Year 2021 in numbers- adapting to the new normal

In our last year report, we described the year 2020 as the year "unlike all the others in our history" impacted by the abrupt Covid outbreak. 

In that aspect, the year 2021 could be labelled similarly. However, as all of us are adapting to the changes, it is becoming a new normal for the majority of organisations and individuals. The need for flexible, cost-effective independent assessment of English language proficiency is higher than ever, especially if it can be taken remotely with any device (PC or smartphone) and even from home. That is where our solutions can help.

Key 2021 figures: 

TrackTest reported 18-20% year-on-year growth in all key metrics in 2021. 

In April, we registered our millionth user.  

Our support team received 2.712 tickets (questions or requests) from our customers via e-mail or social media.
We resolved 97% of these tickets within the next working day. 

Most tickets were received on Monday and around 5 pm - 6 pm GMT. October was the busiest month.

63% of users would actively recommend TrackTest to a friend or colleague, 21% was neutral and 15% would not recommend it (calculated from users who individually purchased the licence in 2021 and participated in our after-sale NPS survey).

New features: 

In January, we have launched the brand new four-skills exam named the Complete test replacing the previously used English Core test with Speaking&Writing.

 
New options- Verified exams count in May, Enhanced credits assignation in October and November- were added for the assessment administrators.  

Customers using our API connector got new ways how to retrieve their detailed results and import them automatically to the system of their choice, for example to their custom PowerBI dashboards. 

TrackTest certificates have been recognized by the Ministry of Education in Colombia (Ministerio de Educación Nacional - Resolución No.018035).
European Union Intellectual Property Office (EUIPO) successfully completed the process of the TrackTest trademark registration.  

Teachers and test-takers preparing for the English exams can now find all relevant resources (mock exams, exam tips and minimum grammar and vocabulary required for each level in one place: https://tracktest.eu/english-test-preparation/

Wishing You All A Happy, Healthy, And Successful New Year 2022!

Net Promoter Score update for 2018

For the second year in a row, we collected feedback from our individual customers. We asked them what they liked and what they would like to get improved in the TrackTest assessment solution. 

Collected answers are used for the calculation of the Net Promoter Score- NPS ® and for qualitative feedback about our service. Here are the 2018 NPS results:

TrackTest Net Promoter Score is 69 points- Excellent. 

Net Promoter Score is an important metric in measuring customer loyalty and satisfaction. Every score above 0 is considered "good" (50 points and above being "excellent").

Comparing with the 2017 NPS results, there is 15 points improvement.

 

We also used qualitative feedback as an inspiration for the new products and optional features launched in 2018, such as the proctored exam with the verified identity or the printed certificate by post.

(Your) Voice of the Customer in 2017

In 2017, we collected feedback from you, our customers about what you liked and what you would improve in the TrackTest assessment solution. Collected answers are used to calculate the Net Promoter Score- NPS ® and for qualitative feedback about our service. Here are the 2017 results: