Open access publisher Frontiers gets top-tier customer experience accreditation from NPSx℠ by Bain & Company


September 27, 2023 - Frontiers has achieved a significant milestone by becoming the inaugural scholarly publisher to receive a top-tier accreditation in customer experience from NPSx by Bain & Company, co-creators of the Net Promoter Score®, the gold standard for measuring customer loyalty, and used by two thirds of Fortune 1000 companies. This accreditation serves as a testament to Frontiers' unwavering dedication to delivering exceptional customer experience for researchers, officially recognized and accredited by NPSx℠ as ‘very good’.

Accreditation ratings are based on Bain & Company's decades of advising global leaders across industries and a proven legacy of expertise in the field of customer experience. Accreditation serves as a valuable tool for organizations seeking to elevate their overall performance by adopting best practices and industry-leading business processes that focus on enhancing and excelling in customer experience.


“Publishing open science is a matter of trust and reputation. At Frontiers, a community driven publisher, we acknowledge this fact and build our strategy around the needs of the researchers. Understanding and improving customer experience through robust business processes is an integral part of our commitment to provide the world’s scientists with the best, fastest, and most efficient publishing experience,” comments Thomas Leber, Frontiers’ director of customer experience.  


Commenting on Frontiers’ accomplishment in adopting innovative customer-centric practices, NPSx founder Stanford Swinton says, "At NPSx, we enable brands to stay ahead of the competition and drive growth by enriching the lives of their customers. We are, therefore, thrilled to congratulate Frontiers on their accreditation rating, a reflection of their dedication to delivering excellent customer experiences and prioritizing customer needs as a primary business focus. This accomplishment highlights Frontiers’ status as an industry leader and we commend their efforts. We look forward to seeing their continued success as a leader in customer loyalty and experience.” 


Frontiers’ co-founder and CEO Kamila Markram highlights the paramount importance of the researcher-centric strategy, “Placing the researcher at the center is a golden thread through everything we do, and is key to achieving our mission of making science open. To ensure our researcher-centric strategy is executed along the best practices, we chose to audit and benchmark our processes against customer experience leaders around the world. And we always welcome and act on the feedback about what we can do better.”  


About Frontiers   

Frontiers is the 3rd most-cited and 6th largest research publisher. We publish groundbreaking discoveries by the world's top experts. Scientists empower society and our mission is to accelerate scientific discovery by making science open. We place the researcher at the center of everything we do and enable the research community to develop the solutions we need to live healthy lives on a healthy planet. Featuring custom-built technology, artificial intelligence, and rigorous quality standards, our research articles have been viewed more than 2.1 billion times, reflecting the power of research that is open for all.    

About NPSx 

NPSx℠ is a leading provider of customer experience (CX) technology and training, powered by Bain & Company – the customer experience experts and creators of the Net Promoter System™.  We provide unparalleled customer advantage by offering the best of Bain’s customer first thinking, packaged in simple and accessible ways for customer leaders around the world. Our tools and resources help you identify and prioritize areas for improvement, unlock the full potential of customer data with AI and machine learning technologies, and develop skills to enhance customer-centric transformations and CX capabilities. With NPSx, you can also connect with influential CX professionals from around the globe. 



Notes to editors    

For more information, please contact 

Frontiers: [email protected]   

NPSx: [email protected] (Evan Brennan-Johnson) 

Photo credit: Frontiers, NPSx by Bain & Co 

About the Author

Evan Brennan-Johnson

Communications Manager, NPSx