We ordered paint and a maintenance kit. Delivery was forecast to be 10 to 12 days at time of order, and this is the time it took, so the expectation was accurate. However 10 to 12 days is too long! In fact, this customer feedback survey arrived before the products did!
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.
