Net Promoter Score
Your opinion is important to us. That is why we record the so-called Net Promoter Score in a customer survey every six months.
We thank you for your trust
Net Promoter Score (NPS) is an important indicator of customer satisfaction.
The NPS is determined via a survey that we send out to our customers by e-mail. This message simply contains the question of whether they would recommend Starline to a friend or colleague. In addition to an optional text field that can be filled in, the customer must then assign a grade on a scale of 0 to 10. Bad and good marks - the detractors and promoters - are compared and converted to a percentage value (see below).
The result should not only serve as a quality indicator for our customers, but also motivate us to further improve our quality and service. Fortunately, we have exceeded 2022 the excellent result of 91 percent. Therefore, we would like to shine here with some anonymized quotes from the last surveys.
This is how the Net Promoter Score is calculated
Customers who give us a score of 9 or 10 count as promoters. Detractors, on the other hand, answered the survey with scores from 0 to 6. Scores of 7 or 8 are not included in the evaluation as indifferent variables.
The following formula is used to calculate the Net Promoter Score:
NPS = Promoters (in %) minus Detractors (in %).
Note: You can permanently read our NPS on our home page.
We show it in the lower section in the "Starline in numbers" section.
