Nakisa’s 2024 annual Voice of Client report 

Participant breakdown 

This year’s VoC gathered feedback from clients across a variety of industries and regions, reflecting the versatility of our solutions and the global reach of Nakisa. Here’s the breakdown: 

Participant industry breakdown for our 2024 Voice of Client report 

Participant geographical breakdown for our 2024 Voice of Client report

If you didn’t get the chance to participate in 2024, don’t worry! We’ll be reconducting this initiative in 2025: every piece of feedback is valued and directly impacts the decisions we make. 

What do our clients love about Nakisa?

This year, we’re thrilled to see positive feedback from our clients, reflected in an 87% increase year-over-year in our NPS score.  

Evolution of our NPS score in 2024 vs. 2023

While we’re proud of this progress, we remain committed to improving and delivering even better solutions and services year after year. Let’s look at what our clients loved from Nakisa this year: 

1. Better, faster performance with cloud-native solution: Clients loved the scalability of our cloud-native software, with better security, seamless integrations, as well as our continuous application upgrades delivered to them this year.  

2. Efficiency gains: Features that were appreciated were those that allowed for streamlined processes and time gains, like out of the box reports and dashboards. 

3. Client service: Our clients often mentioned our great support team, always working hard to ensure the best possible service, with active user engagement and short feedback loops. 

4. Finance Suite – a complete solution: Our users appreciate Nakisa Lease Accounting’s flexibility and configurability in handling detailed and complex lease contracts across industries. The software offers unique posting capabilities and true asset-level accounting functionality not found in other leasing engines. 

5. Workforce Planning - easy visualizations and better decision making: Nakisa’s Operational Org Design with in-chart analytics, easy editing and user-friendly interface helped managers around the world design teams more efficiently, with data-driven insights. 

All in all, the process could take up to 38 days to complete on org change. With the write-back, the end-to-end org change process now takes under 5 days. The enablement of the write-back removes all the manual processing and automates information sharing between stakeholders. It is a huge win for our HR group.

Claudia Leavens

Manager, Org Design & Job Evaluation at OPG

It was crucial for us to find software that could apply the same methodology we used within the group, specifically IFRS 16's modified retrospective approach. We were also looking for a cloud solution to have a centralized source of information. Nakisa met our requirements perfectly and offered even more. For example, we greatly enjoy how the system's main screen is organized — we have various levels from master lease agreement to lease and unit. It is very user-friendly.

Italo Ferrufino Magaña,

IFRS Corporate Analyst at Unicomer Group

Quotes from our 2024 VOC participants

How is Nakisa improving this year?

We also pay close attention to what our clients would like to see improved or added to our solutions. Here are some initiatives we took in 2024 and will continue to work on this upcoming year, based on your feedback: 

Driving Innovation 

At Nakisa, we believe our products should uphold the highest standards of performance and quality. As a technology-driven organization, we are committed to providing solutions that are secure, reliable, and built to support the complex needs of our Fortune 1000 clients. Over the past year, we’ve doubled down on strategic investments in our technology to ensure we stay ahead of the curve. Here are some of the key advancements we’ve achieved in 2024, and that we have planned for the upcoming year: 

AI innovation: A lot of our clients have been excited about new AI capabilities and the exciting opportunities it brings. We have added AI features to empower users, notably through cutting-edge tools like Nakisa Copilot. This will help streamline workflows by providing personalized recommendations and enhance decision-making with intelligent analysis. This was made easy thanks to years of investment in our Nakisa Cloud Platform since 2018. Stay tuned for our official release of AI across Nakisa’s solution in March 2025!

Product center: We’ve developed a new Product Center to serve as a central hub for all Nakisa products. It will be a single source for raising tickets, reading documentation but also accessing all your solutions. It also acts as our notification and communication center, so we can easily update you about the most important news regarding your software, as we have heard your feedback about one easy and centralized source of truth.

NCP3: In 2024, we’ve continued our plans to move a majority of our client base to NCP3, our latest version of Nakisa cloud platform empowered by AI.

APIs: Aligned with our philosophy of being a transparent organization with our knowledge and following demands of better public documentation, we have opened up our API documentation. You can now access all the information needed at docs.nakisa.com/developer!

In-app onboarding: We’ve introduced in-app onboarding to provide clients with step-by-step guidance directly within our solutions. This initiative ensures a smoother adoption process, helping users quickly navigate features and maximize value from day one.

ISO/SOC certifications: Our company is now officially certified in ISO 27001:2022 and ISO 27017:2015. These certifications signify our unwavering commitment to the highest standards of information security and cloud data protection, ensuring your data is safeguarded with integrity and compliance. Along with our long-standing SOC 1 and SOC 2 certifications, this milestone reflects our dedication to providing secure, reliable solutions.

Client Satisfaction

Support has always been a strong foundation of our client experience, and we take pride in the trust our clients place in us. At the same time, we know there’s always room to grow. Guided by your feedback, we’ve made significant enhancements to our support team and delivery framework in 2024 to ensure we continue exceeding expectations: 

Faster, better support: We have heard your need for more efficient support experience and have worked hard internally to meet your expectations. This year, we’re proud to announce big improvements in our Time to First Response and Time to Resolution:  

Nakisa’s Time to First Response (TTFR) in 2024  

Nakisa’s Time to Resolution (TTR) in 2024

Overall CSAT score: Upon each support ticket closure, users receive an automatic email asking about their experience with the support engineer on that ticket. This chart shows how we continue to improve the overall Customer Satisfaction (CSAT) score, with over 700 ratings last year: 

Evolution of our CSAT score in the last years

Enhanced efficiency and transparency: For 2025, we internally developed an in-house resource planning and tracking tool to streamline our resource allocation, real-time hour tracking and client billing. This will allow us to better manage projects, optimize operations and reduce delays and errors while delivering projects more efficiently for a better client experience. 

Full integration of real estate: As of this year, all our real estate clients have successfully transitioned to our unified support platform. This means for 2025, all our products sit within the same platform, ensuring a seamless and centralized support experience for every client. 

French support: To better serve our international client base, we now officially offer support services to our global clients in French (if required). 

Industry expertise 

We’ve always taken pride in delivering solutions that meet the unique needs of a wide range of industries. This year, we’ve taken steps to deepen that expertise even further. By listening to client feedback and proactively engaging with industry leaders, we’ve enhanced our understanding of sector-specific challenges and opportunities. These efforts allow us to offer even more tailored solutions, ensuring we remain a trusted partner across diverse industries. 

Industry pages: This initiative begins with our new series of industry guides, designed to provide targeted insights and solutions. The first guide, focused on lease accounting for oil and gas, is already available, with more to come across our product lines and industries. Stay tuned as we expand this resource to support a variety of sectors! 

Case studies: This year, we’ve expanded our collection of case studies, with 24 new or reworked pages, highlighting real-world success stories from our clients across diverse industries. These studies showcase how organizations are leveraging both our HR and Finance solutions to tackle unique challenges and drive measurable results. With even more case studies planned in 2025, we’re excited to continue sharing insights that reflect our commitment to industry expertise and client success. 

Guest blogs: 2024 marked a first for us as we introduced guest blogs, featuring insights from organizational development experts. These collaborations allow us to affirm and enhance our expertise in the HR space while providing valuable perspectives to our audience. By bringing in external voices, we’re able to discuss emerging challenges and trends from multiple angles, enriching the dialogue around workforce management. We’re proud to partner with the organizational design community and are committed to expanding this initiative. Expect more contributions that help drive meaningful conversations in HR and beyond. 

Involvement with leading associations: In a similar vein, we’re proud to deepen our involvement in the organizational development space, with one of our team members joining the ODF Board of Directors. This milestone highlights our ongoing commitment to shaping the future of organizational design and development.  

We’ve also partnered with NRTA, as we remain committed to fostering innovation in the real estate space. By collaborating with thought leaders, we aim to stay at the forefront of industry advancements and bring even greater value to our clients and community. 

Reviews page: We have also heard from you that you wanted an easy place to access testimonials and reviews for our different products. We’re happy to present our brand new reviews page, with all your feedback in one single place!  

We come from Singapore - a different area, different culture, and different ways of doing operations. Despite all that, Nakisa works perfectly for us without customization. The system adjusts to our needs, and Nakisa’s team has been very understanding and open.

Lyn Kok

Project Lead @ NTUC FairPrice

The Nakisa community and client enablement

Nakisa Week: We continued our annual tradition of Nakisa Week, but opening some of our sessions to students. This initiative allowed aspiring professionals to gain valuable insights into the tech industry while connecting with our experts. For Nakisa, it was a great opportunity to engage with the student community, inspire the next generation of talent, and showcase the innovative work we do. 

Release webinars and blogs: In 2025, we continued our commitment to keeping clients informed and empowered with every product release. Our Solutions Engineering team hosted webinars on key releases, such as IWMS, providing deep dives to enhance client enablement. To complement these sessions, we published detailed blog articles that highlight new features and how they can benefit your business. Moving forward, we’ll ensure every release is accompanied by clear, insightful content to help you make the most of our solutions, as a commitment to improve our communication surrounding our products and documentation. 

Industry events: We actively participated in key industry events, like ODF and ICSC, engaging with leaders across various sectors. These events provided valuable opportunities to connect, share insights, and stay ahead of emerging trends.

Meeting our clients: In 2024, we prioritized staying connected with our clients by hosting regular check-ins, attending industry events, and organizing tailored sessions. These efforts allowed us to better understand your needs and deliver enhanced solutions and services. We’re looking forward to seeing you this year too! 

Giving back: Our Montreal office came together to give back to the community by preparing over 400 sandwiches for Dans La Rue, an organization supporting homeless youth. This initiative reflects our team’s dedication to making a positive impact beyond the workplace. 

Company growth

General growth: To continue to better serve our Fortune 1000 clients, Nakisa is expanding, with a forecasted 20% growth in 2025. With new opportunities emerging across all departments, now is the perfect time to join our innovative team. 

Nakisa’s growth in 2025

New product launch: It was also a big year for us as we released our new IWMS product, designed to empower real estate teams managing large and complex portfolios. Many requested features, such as in-app BI capabilities, better reporting, UI and UX improvements were added to it. Thanks to previous years of learning and feedback, we’re happy to introduce a streamlined and robust software. This translated to improvements to existing products too, with in-line editing in Workforce Planning for example. 

New teams: In 2024, we introduced a dedicated Value Engineering team. We have heard you wanted more clarity on the pre-ROI and ROI of our solutions, and this team will aim to assist our clients even better with precise value realization, to help you make informed decisions.  This initiative reflects our work to provide actionable insights and measurable outcomes, ensuring you see the full impact of your investment in our solutions. 

New data centers: In 2024, we opened a new data center in the UAE, expanding our global infrastructure to better serve clients in the region. This addition strengthens our commitment to providing secure, cloud-native, AI-powered solutions while ensuring compliance with local data sovereignty requirements. This data center will join our existing data centers in Canada, Germany, Singapore and the USA. 

Nakisa’s data centers across the world 

What’s next?

Keep an eye on your inboxes—our 2025 Voice of Client initiative is launching soon! In the coming weeks, you’ll receive a survey invitation, or you can reach out to your CSM to make sure your feedback is included. 

Your input is essential in helping us create the best products and services. By sharing what you love and where we can improve, you help us ensure you’re operating at peak efficiency and getting the most out of your investment. 

Thank you for your continued partnership. If you have any questions, feel free to reach out to your dedicated Customer Success Manager or contact us directly. We’re here to support you every step of the way!