Dont send a satisfaction survey, when you have just told me my order is delayed by 2 weeks!!!
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. Receiving a satisfaction survey immediately after being informed of a two-week delay is not the experience we want for our customers.
The survey is sent automatically as part of our communication process, but we recognize that in situations like this, the timing can feel inappropriate and insensitive. We appreciate you bringing this to our attention, as feedback like yours helps us identify opportunities to improve our customer experience.
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. Receiving a satisfaction survey immediately after being informed of a two-week delay is not the experience we want for our customers. The survey is sent automatically as part of our communication process, but we recognize that in situations like this, the timing can feel inappropriate and insensitive. We appreciate you bringing this to our attention, as feedback like yours helps us identify opportunities to improve our customer experience.