Order was placed on 19.01.2021 with an expected lead time of 9 or 10 days. On 25.01.2021 delivery was due/promised for 01.02.2021 but as yet no item has arrived. This message is sent 1830 hrs on 02.02.2021
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.
