Blogs
7th May 2025
In B2B, particularly within the insurance and financial services sector, customer satisfaction transcends being a mere metric; it’s at the heart of everything we do. At REG Technologies, we know our clients aren’t just looking for software. They’re looking for peace of mind. They want a partner who understands the pressures of staying compliant and the complexity of their day-to-day. That’s why we focus on building real, trusted relationships to deliver life-long value…
Regulatory obligations are complex and unforgiving. There are no shortcuts, and the margin for error is minimal. This means our customers rely on us not just for platform functionality, but for assurance, responsiveness, trust and confidence.
At REG, customer satisfaction is embedded in every facet of our operations:
This approach matters—76% of B2B customers expect suppliers to understand their needs, and 52% will switch providers if those expectations aren’t met. When clients feel supported, understood, and empowered, they gain more than just value from a product—they gain peace of mind, which is priceless in the world of compliance.
At the core of our customer-centric model is the REG Customer Success team. Unlike traditional customer support, which often functions reactively (solving problems as they arise), our Customer Success approach is proactive, strategic, and deeply integrated into the client lifecycle.
Our Customer Success team is responsible for:
Their work drives tangible outcomes—61% of B2B companies with a formal Customer Success program report improved satisfaction, and 53% see reduced churn. No surprise, then, that 70% of growing SaaS companies view Customer Success as “very important” to their strategy.
Our professionals act as trusted advisors who understand each client’s business model, regulatory challenges, and long-term goals. In fact, 65% of B2B buyers say “trusted relationships” are a key driver of loyalty—above product or price. Customer Success is the bridge that builds and maintains that trust.
We’re proud to have achieved a Net Promoter Score (NPS) of 63—a powerful indicator of client trust and advocacy in the B2B tech space. This is a reflection of hundreds of relationships, thousands of conversations, and a culture deeply invested in client outcomes.
As Nathan Banfield, our Head of Customer Success, explains: “The personalised and timely service provided by our Customer Success Managers leads to positive outcomes for our customers, which are reflected in our high customer satisfaction scores. It is truly our belief at REG that a happy and satisfied customer is one which can grow alongside us and create a mutually beneficial relationship.”
This belief doesn’t just influence how we handle client relationships, it shapes our strategy, priorities, and product roadmap. Our Customer Success team works hand-in-hand with clients from day one to ensure that adoption of our software is transformative to their business outcomes.
“REG sets itself apart by prioritising user experience at every stage—from onboarding to support,” says Niamh Doyle, Customer Success Manager. “We invest in responsive customer service, data-driven improvements, and user-friendly design, ensuring customers not only get value from the software but also feel supported by their CSMs throughout their journey.”
From onboarding and training to regular check-ins and performance reviews, our CSMs ensure that every interaction builds clarity, value, and trust. That belief is backed by data—emotionally connected customers have a 306% higher lifetime value. Building emotional connection through trusted relationships is paramount to everything that we do.
What truly differentiates REG is the long-term, human relationships we build. We’ve supported clients for years, evolving with them as their needs change, industries shift, and compliance expectations grow more complex.
Bonnie Donaghue, one of our long-serving CSMs, reflects: “My team and I cherish the long-standing personal relationships we have built up with our customers over, in some instances, many years—and this is what makes us enjoy the work we do so much.”
Internally, our Customer Success team thrives on collaboration, shared purpose, and a genuine passion for helping others succeed. The chemistry within the team is part of what makes the customer experience so consistently positive.
As Niamh Doyle adds: “Working with my team is a pleasure! We all have the same end goal, which is to help and understand the needs of our customers. Bonnie and Nathan are supportive, knowledgeable, and—lastly—can put up with me on a daily basis!”
This camaraderie fuels the empathy, responsiveness, and dedication our clients experience every day.
We’re not standing still. As proud as we are of our NPS, our real goal is progress. We’re constantly asking: how can we serve better, smarter, faster, and with more impact?
Here’s how we’re continuing to evolve:
And through it all, we remain grounded in the same principle: “The best technology means nothing if it doesn’t work for the people using it.”
At REG, we’re building more than software—we’re building trust. Our success isn’t defined by sales, it’s defined by how well our customers succeed using our platform, navigating regulatory complexity, and growing confidently in their markets. As Nathan puts it: “Having a dedicated customer success team at REG Technologies is vital. Our work isn’t just about support—it’s about growth, trust, and mutual success.”
Customer satisfaction may be the cornerstone, but customer success is the structure we continue to build—one relationship, one outcome, one shared win at a time.
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