I would align your feedback to delivery performance as the product I’ve ordered is yet to be delivered. Asking for feedback prior to delivery is always going to elicit a more negative response.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're very sorry to hear that you did not receive the product at the time of the survey. Your feedback is important to us, and we're continually working to improve our service.
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.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're very sorry to hear that you did not receive the product at the time of the survey. Your feedback is important to us, and we're continually working to improve our service.