Understanding the Net Promoter Score (NPS)
At WSCAD, our customers are at the centre of everything we do. For our customer feedback, we use the Net Promoter Score (NPS) – an internationally recognised metric for measuring customer satisfaction and loyalty – and send selected customers an email with a corresponding survey. Your experiences, feedback, and ideas are of great value to us, as they help us continuously develop our products and services and align them even more closely with your needs.
If you receive an email with our NPS survey, this is your direct opportunity to provide feedback.
With just a few minutes of your time, you can share structured feedback that we evaluate to further improve our products, services, and processes and align them even more closely with your requirements.
The following information explains how the Net Promoter Score is formed, how the rating is structured, and how it is calculated.
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:
- Promoters (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
- optimising usability
- driving innovation based on real customer needs
Our goal is not only satisfied customers – but truly enthusiastic ones.
We appreciate your feedback – and thank you in advance for your support!
