07/02/2026
Yaskawa America earned Interaction Metrics' Outstanding CX Award for its 2025 customer experience, based on a third-party survey of its distributors, OEMs and end users in the United States and Canada.
Martha Brooke, Interaction Metrics Founder, presents Dennis Fitzgerald, Vice President of Customer Satisfaction, Yaskawa America, with the 2025 Outstanding CX Award.
The survey, conducted by customer experience research firm Interaction Metrics, evaluated the company across 112 distinct performance dimensions, resulting in an overall score of 90 out of 100. The company’s Net Promoter Score (NPS), the standard measure of customer likelihood to recommend, created by Bain & Company, came in at 66, climbing over four points from the prior year and well into the "excellent" tier on Bain's benchmark scale.
Several areas stood out not only for scoring well, but for being the dimensions most strongly correlated with overall satisfaction: product quality, product performance, tech support problem resolution, application engineering technical skills and training instructors. In other words, the company scored highest on the things customers cared most about.
“I am delighted with the progress we've made, and clearly our customers are pleased as well,” said Dennis Fitzgerald, Vice President of Customer Satisfaction, Yaskawa America.
That sentiment was echoed by customers themselves. “The fact Yaskawa has invested in finding out how to help their customers speaks volumes about the company and the direction in which they are heading,” said a large distributor from the Northeast.
“In fact, an overall score of 90 with a rising NPS is rare in B2B,” said Martha Brooke, Founder, Interaction Metrics. “But the number matters less than what sits behind it. Our TrueData model tells Yaskawa exactly where they're winning, and where to focus next. Most companies never get that clarity.”
The survey also identified specific areas where experience varied across customer segments, giving the company a concrete map of where to focus in 2026. It plans to act on those findings throughout the year.
About Yaskawa America
Yaskawa America’s Drives & Motion Division manufactures industrial automation equipment, including low and medium-voltage variable speed drives, servo motors and amplifiers, machine controllers, spindle drives and motors and low-voltage industrial switch products. The company’s Motoman Robotics Division makes industrial robots that can weld, assemble, cut and handle goods for manufacturers. The company employs more than 1,000 people in its headquarters in Waukegan, IL, its manufacturing facilities in Buffalo Grove, IL, and Franklin, WI, and in offices across the United States. For more information, visit https://www.yaskawa.com.
