I made an enquiry two days ago as a follow on from my purchase but.you have not replied so I still can't open my Velux windows. You sent an email to acknowledge my enquiry which told me you were very busy .I am not impressed, its now 3 days on .
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're sorry to hear you were disappointed with the time taken to receive a response and apologise for any frustration caused. As it is currently our peak season, our email response time is around 3 working days, though our phone lines remain available for urgent enquiries.
We received your enquiry on 17 July and responded on 23 July. We also attempted to contact you by phone that day but were unable to reach you.
We appreciate the inconvenience of waiting for assistance with your VELUX windows and apologise that we could not help sooner. Our colleague has now provided the guidance needed to connect the app control to your window. If you need any further assistance, please reply to our email or call us directly and we'll be happy to help.
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're sorry to hear you were disappointed with the time taken to receive a response and apologise for any frustration caused. As it is currently our peak season, our email response time is around 3 working days, though our phone lines remain available for urgent enquiries. We received your enquiry on 17 July and responded on 23 July. We also attempted to contact you by phone that day but were unable to reach you. We appreciate the inconvenience of waiting for assistance with your VELUX windows and apologise that we could not help sooner. Our colleague has now provided the guidance needed to connect the app control to your window. If you need any further assistance, please reply to our email or call us directly and we'll be happy to help.