How do we measure customer satisfaction?
- Read time: 3 minutes
- Date: 02 Nov 2023
Our customers are at the heart of everything we do. And although we pride ourselves on the high level of service we provide, we like to track how satisfied our customers are with our level of service, using a Net Promoter Score (NPS), and Google reviews.
What is a Net Promoter Score?
A Net Promoter Score is the industry standard for customer satisfaction - and measures how likely a customer is to promote a company. We send out NPS surveys, asking our customers to score us 0-10, alongside the question 'what can we do to improve?'
Scoring us a 0-6 are known as Detractors: likely to pass on negative word-of-mouth feedback
Scoring 7-8 are Passives: satisfied customers but likely to purchase elsewhere too
Scoring 9-10 are Promoters: loyal customers who will continue to buy from us and also spread positive feedback to friends and colleagues
Depending on the feedback given, the score is calculated from the overall response from everyone who replied.
Our current NPS is 83, or excellent - our level of customer service is high quality within the industry.
We receive great feedback from these surveys, and act on feedback immediately - if you're not completely satisfied or have an issue, a customer service team leader will be in touch within the hour to make sure we work with you to improve our service moving forward.
Don't just take our word for it...
We'd like to hear from you
Contacted or purchased from us recently? We'd love to hear what you think of our service, good or bad. Our promise to you is to respond and act on any feedback you provide - it's part of our ironclad commitment to becoming better every day.
