The delivery driver gave our consignment to somebody that wasn't named at an address over a mile away. Thankfully the owner of that address brought them to us.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're truly sorry to hear about the delivery experience.
While we're grateful that the resident kindly ensured the package reached you, we appreciate that this situation should not have occurred.
Thank you for bringing this to our attention. Your feedback will be shared with the relevant teams as we continue to review and improve our delivery 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. We're truly sorry to hear about the delivery experience. While we're grateful that the resident kindly ensured the package reached you, we appreciate that this situation should not have occurred. Thank you for bringing this to our attention. Your feedback will be shared with the relevant teams as we continue to review and improve our delivery experience.