NPS stands for Net Promoter Score. It is feedback that we have prompted our customers to give us by rating their birdsnest experience on the website and after the delivery of their order.
The score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.
Our customers can answer the first question to give us a mark out of 10, 10 being the highest and are then given the option to leave further feedback if they wish.
There are two types of feedback:
- ‘On website’ is feedback our customer has given when they are on the birdsnest website, using the red feedback tab at the right hand side of the site.
- ‘After delivery’ is when we email our customers to request feedback after their parcel has been delivered.