Reliability at Scale: A Review of WSO2’s 2025 Customer Sentiment

In the enterprise technology landscape, consistency is often the hardest metric to maintain. At WSO2, we view our customer feedback as a critical North Star, guiding our commitment to providing transparent, high-performance API, integration, and identity solutions.

We are pleased to announce our latest customer survey results for the second half of 2025 (H2). These figures not only reflect a successful six-month period but also cap off a year of remarkable stability in our global customer relationships.

Focus on H2 2025: Strengthening the foundation

The latter half of 2025 was characterized by deep engagement from our user base. We processed 425 responses from 265 organizations, providing a high-fidelity view of how our products perform in diverse production environments.

• Net Promoter Score (NPS): 61
• Customer Satisfaction (CSAT): 4.46/5

A standout highlight from this period was the reduction in our detractor rate, which fell to 5.88%. This 1.7% improvement from the previous half suggests that our proactive support initiatives and focused product updates are successfully mitigating user friction. We also saw exceptional loyalty in our LATAM (NPS 72) and Middle East (NPS 65) regions.

Defining our success: What is NPS?

To maintain transparency with our stakeholders, it is important to define how we arrive at these figures. The Net Promoter Score (NPS) is a standard industry benchmark used to gauge customer loyalty and brand health.

We ask our customers one fundamental question:

"How likely are you to recommend WSO2's products or services to a friend or colleague?"

Respondents provide a rating from 0 to 10. We then categorize these responses into three groups:

• Promoters (9-10): Loyal enthusiasts who will keep buying and refer others.
• Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth.

The final score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Our score of 61 places WSO2 well above industry averages for enterprise software.

2025: A year of unwavering consistency

The most significant takeaway from 2025 is the precision of our year-over-year performance. By comparing H1 and H2, we see a level of stability that is rare in the high-growth tech sector:

This identical performance across both halves of the year confirms that WSO2’s quality of service and product value are not fluctuating; they are sustained. While the industry faces volatility, WSO2 remains a dependable partner for organizations managing mission-critical digital infrastructure.

What our customers say

• “WSO2 has been an exceptional partner for us. Their API Manager and Integration platform have consistently delivered the flexibility, reliability, and performance our organization depends on. These products have streamlined our architecture, accelerated our development cycles, and empowered us to meet our integration needs with confidence. Equally impressive has been WSO2’s customer service. Their team is knowledgeable, responsive, and truly invested in our success. Whether we needed guidance, troubleshooting support, or best‑practice recommendations, WSO2 has always been there with timely and effective assistance.We deeply appreciate the quality of their technology and the excellence of their support. WSO2 has played a meaningful role in helping us achieve our goals."
• “So far so good. The customer service is amazing and super quick.”
• “Really loved the quick resolution times, and the account managers and technical teams are genuinely invested in solving whatever challenges we bring to them, wonderful team overall!”

Thank you

We extend our deepest gratitude to our global community. Your participation in these surveys allows us to maintain the honesty and transparency that define WSO2. We look forward to building on this momentum as we continue to scale together.

Ready to see how WSO2 can empower your enterprise?

Visit our Customer Success Page to explore real-world stories of transformation and scale.