Your feedback truly matters to us.

Every time we invite adult users to share their thoughts — and show how those opinions shape future experiences — a simple survey becomes a real conversation. This conversation helps us listen, learn, and grow together. It’s not just about higher scores; it’s about building stronger relationships and creating better experiences based on what you share with us. For IQOS – and for any brand – listening to adult users helps us get better. One of the best ways to see how we’re doing is through NPS.

What Is NPS?

NPS shows how likely adult consumers are to recommend our brand to other adult smokers. The rating goes from 0 to 10, where 10 means the highest willingness to recommend. This measure helps us understand adult consumers’ overall experience and perception of our products and services.

Why NPS Matters

NPS is more than just a number — it’s a universal tool that helps companies understand their customers better. By analyzing the results, teams can see what’s working well and where improvement is needed, whether in products or services. This shared insight keeps everyone focused on one goal: delivering the best possible experience for consumers.

Adult Users of IQOS Shape Their Own Experience

At IQOS, your feedback doesn’t just get read — it gets acted on. Every comment, suggestion, or shared thought helps us improve the experience at every step. Over the past 7 years in Armenia, we have received thousands of feedback responses from adult users. Each one has helped us better understand your needs and make meaningful updates — from product refinements to service enhancements.

Throughout this period, we have explored users’ taste preferences and continue to expand our consumables portfolio across different categories. We learned that some stores consistently earned higher NPS scores because of their services and easy product navigation. Taking those lessons, we applied the same approach across all our stores in Armenia. And these are just a few examples — because behind every improvement, there’s your voice.

In the end, NPS is more than a measurement. It’s a way for us to keep improving and continue moving forward with you.