The product I bought required additional fixings, these were flagged on the website but not available via searching. Your customer team resolved the problem, but only after a 20 minute wait on hold. And the fixings have not yet been delivered. Eta 12 days after the main product.
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.
