Understanding the Net Promoter Score (NPS) at WSCAD
At WSCAD, our customers are at the heart of everything we do. Your experiences, feedback, and ideas are incredibly valuable, helping us continuously improve our products and services and align them even more closely with your needs.
One important tool we use for this is the Net Promoter Score (NPS) — an internationally recognized metric for measuring customer satisfaction and loyalty.
What is the Net Promoter Score (NPS)?
The Net Promoter Score (NPS) is a customer experience metric designed to better understand how satisfied customers are — and how likely they are to recommend a company.
The NPS is based on one simple question:
“How likely are you to recommend our product or service to a friend or colleague?”
Customers answer on a scale from 0 to 10. Based on their rating, they are grouped into three categories:
- Promotors (9–10 points)
Highly satisfied customers who actively recommend the company. - Passives (7–8 points)
Satisfied customers who are less emotionally engaged and less likely to actively recommend. - Detractors (0–6 points)
Customers with a negative or disappointing experience who are unlikely to recommend the company.
How is the NPS calculated?
The calculation is simple and transparent:
NPS = Percentage of Promoters – Percentage of Detractors
The final score ranges from –100 to +100:
- +100 means all respondents are promoters
- –100 means all respondents are detractors
A higher score generally indicates stronger customer loyalty and a better overall customer experience.
Why is the NPS important?
The NPS is much more than just a number. It provides valuable insights into:
- customer loyalty
- willingness to recommend
- opportunities for improvement
Many companies use the NPS as an early indicator of growth, retention, and service quality. Positive recommendations play a key role in building long-term partnerships and sustainable success.
Why your opinion matters to WSCAD
Your feedback gives us direct insight into your day-to-day experience with our solutions.
Every response helps us to:
- strengthen what works well
- identify improvement areas faster
- further develop our products in a practical way
- continuously improve your customer experience
Your input shows us what we are doing right — and where we can do better. Open comments are especially valuable, as they help us implement concrete improvements.
How we use your feedback
Results from our NPS surveys directly influence our development activities, including:
- improving product features
- enhancing support and service processes
- optimizing usability
- driving innovation based on real customer needs
Our goal is not only satisfied customers — but truly enthusiastic ones.
Good to know for the next NPS survey
When you receive our next NPS survey email, you’ll know exactly what it’s about — and why your participation is so valuable to us.
Just a few minutes of your time help us better understand your experience, further improve our solutions, and continuously evolve. Every single response helps us align our products and services even more closely with your needs.
We appreciate your feedback — and thank you in advance for your support!
