Given the very poor customer service that Velux deliver, deep changes need to happen, simply: Make Velux a “customer 1st” business, instead of a “Velux 1st” business.
Comment by veluxblindsdirect.co.uk:
We're sorry to hear that your recent interaction with our customer service team was not satisfactory. We appreciate you bringing this to our attention and are committed to addressing it internally.
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:
We're sorry to hear that your recent interaction with our customer service team was not satisfactory. We appreciate you bringing this to our attention and are committed to addressing it internally.