We got an order confirmation and then no more information before delivery. There was only someone there by luck - the delivery timing really should have been communicated better
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. I’m sorry to hear that you didn’t receive delivery updates after your order confirmation. You should always be kept informed about the status and expected arrival of your delivery, and I understand how frustrating it must have been to only catch it by chance.
We’re reviewing this with our delivery partners to ensure communication is more consistent in the future. 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. I’m sorry to hear that you didn’t receive delivery updates after your order confirmation. You should always be kept informed about the status and expected arrival of your delivery, and I understand how frustrating it must have been to only catch it by chance. We’re reviewing this with our delivery partners to ensure communication is more consistent in the future. Your feedback is important to us, and we're continually working to improve our service.