Despite communication and delivery promise , I still have not received my order. The survey managed to beat the delivery.
Comment by veluxblindsdirect.co.uk:
Thank you for explaining to us over the phone that your feedback was due to receiving the survey while you were still awaiting the delivery. You did confirm that the product did actually arrive a day earlier than the order confirmation advised it would and that you are very happy with this item as well as the numerous VELUX windows you have in your property with have stood the test of time, some at 30 years old and going strong. We are extremely grateful for your continued loyalty.
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 explaining to us over the phone that your feedback was due to receiving the survey while you were still awaiting the delivery. You did confirm that the product did actually arrive a day earlier than the order confirmation advised it would and that you are very happy with this item as well as the numerous VELUX windows you have in your property with have stood the test of time, some at 30 years old and going strong. We are extremely grateful for your continued loyalty.