We were impressed. The only slight downer, and beyond your control frankly, was the length of time between order and delivery (12 weeks) although you had let us know. But beyond that the product is excellent and the customer service, including e-mail exchanges, was exceptional.
Net Promoter Score is a loyalty metric used as a KPI for customer experience, measured on a scale of -100 to +100.
To calculate the NPS, we first ask customers to answer the question "How likely is it that you would recommend this company to a friend or colleague?" on a scale of 0 - 10.
Customers who answer 0 - 6 are Detractors, 7 - 8 are Passives and 9 - 10 are Promoters. The NPS is the sum of % of Promoters - % Detractors.
