The only thing that reduced your scores was the struggle I had to find and order what I wanted. The webshop seemed determined that I was not going to order the service kit I wanted. Apart from that everything else worked perfectly.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We are sorry to hear about the difficulty you had finding and ordering the service kit, that is definitely not the experience we aim to provide. Your feedback is important to us, and we are continually working to improve our service. If you ever need assistance in the future, please don’t hesitate to reach out!
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 are sorry to hear about the difficulty you had finding and ordering the service kit, that is definitely not the experience we aim to provide. Your feedback is important to us, and we are continually working to improve our service. If you ever need assistance in the future, please don’t hesitate to reach out!