{"id":152763,"date":"2025-04-17T10:34:14","date_gmt":"2025-04-17T08:34:14","guid":{"rendered":"https:\/\/www.wscad.com\/net-promoter-score\/"},"modified":"2026-04-23T14:37:02","modified_gmt":"2026-04-23T12:37:02","slug":"net-promoter-score","status":"publish","type":"post","link":"https:\/\/www.wscad.com\/en\/net-promoter-score\/","title":{"rendered":"Net Promoter Score (NPS)"},"content":{"rendered":"[vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” row_position_desktop=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” flex_gap_desktop=”10px” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text css=”.vc_custom_1776947812450{margin-bottom: 30px !important;}” text_direction=”default”]\n

Understanding the Net Promoter Score (NPS)<\/h2>\n[\/vc_column_text][vc_column_text css=”.vc_custom_1776690092483{margin-bottom: 30px !important;}” text_direction=”default”]At WSCAD, our customers are at the centre of everything we do. For our customer feedback, we use the Net Promoter Score (NPS) \u2013 an internationally recognised metric for measuring customer satisfaction and loyalty \u2013 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.<\/strong>[\/vc_column_text][vc_column_text css=”.vc_custom_1776689119593{margin-bottom: 30px !important;}” text_direction=”default”]If you receive an email with our NPS survey, this is your direct opportunity to provide feedback.
\nWith 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.
\nThe following information explains how the Net Promoter Score is formed, how the rating is structured, and how it is calculated.[\/vc_column_text][divider line_type=”Full Width Line” line_thickness=”1″ divider_color=”default” custom_height=”100″][vc_column_text css=”.vc_custom_1776155065072{margin-bottom: 30px !important;}” text_direction=”default”]\n

What is the Net Promoter Score (NPS)?<\/h3>\n

The Net Promoter Score (NPS) is a customer experience metric designed to better understand how satisfied customers are \u2013 and how likely they are to recommend a company.<\/p>\n

The NPS is based on one simple question:<\/p>\n

\u201cHow likely are you to recommend our product or service to a friend or colleague?\u201d<\/strong><\/p>\n

Customers answer on a scale from 0 to 10<\/strong>. Based on their rating, they are grouped into three categories:<\/p>\n

    \n
  • Promoters (9\u201310 points)<\/strong>
    \nHighly satisfied customers who actively recommend the company.<\/li>\n
  • Passives (7\u20138 points)<\/strong>
    \nSatisfied customers who are less emotionally engaged and less likely to actively recommend.<\/li>\n
  • Detractors (0\u20136 points)<\/strong>
    \nCustomers with a negative or disappointing experience who are unlikely to recommend the company.<\/li>\n<\/ul>\n[\/vc_column_text][image_with_animation image_url=”154517″ image_size=”full” max_width=”100%” max_width_mobile=”default” animation_type=”entrance” animation=”None” animation_movement_type=”transform_y” hover_animation=”none” alignment=”” img_link_large=”yes” border_radius=”none” box_shadow=”none” image_loading=”default” el_class=”nps-score”][divider line_type=”Full Width Line” line_thickness=”1″ divider_color=”default” custom_height=”100″][vc_column_text css=”.vc_custom_1771328446391{margin-bottom: 30px !important;}” text_direction=”default”]\n

    How is the NPS calculated?<\/h3>\n

    The calculation is simple and transparent:<\/p>\n

    NPS = Percentage of Promoters \u2013 Percentage of Detractors<\/strong><\/p>\n

    The final score ranges from \u2013100 to +100<\/strong>:<\/p>\n

      \n
    • +100<\/strong> means all respondents are promoters<\/li>\n
    • \u2013100<\/strong> means all respondents are detractors<\/li>\n<\/ul>\n

      A higher score generally indicates stronger customer loyalty and a better overall customer experience.[\/vc_column_text][divider line_type=”Full Width Line” line_thickness=”1″ divider_color=”default” custom_height=”100″][vc_column_text css=”.vc_custom_1771328495402{margin-bottom: 30px !important;}” text_direction=”default”]\n

      Why is the NPS important?<\/h3>\n

      The NPS is much more than just a number. It provides valuable insights into:<\/p>\n

        \n
      • customer loyalty<\/li>\n
      • willingness to recommend<\/li>\n
      • opportunities for improvement<\/li>\n<\/ul>\n

        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.[\/vc_column_text][divider line_type=”Full Width Line” line_thickness=”1″ divider_color=”default” custom_height=”100″][vc_column_text css=”.vc_custom_1776154394441{margin-bottom: 30px !important;}” text_direction=”default”]\n

        Why your opinion matters to WSCAD<\/h3>\n

        Your feedback gives us direct insight into your day-to-day experience with our solutions.
        \nEvery response helps us to:<\/p>\n

          \n
        • strengthen what works well<\/li>\n
        • identify improvement areas faster<\/li>\n
        • further develop our products in a practical way<\/li>\n
        • continuously improve your customer experience<\/li>\n<\/ul>\n

          Your input shows us what we are doing right \u2013 and where we can do better. Open comments are especially valuable, as they help us implement concrete improvements.[\/vc_column_text][divider line_type=”Full Width Line” line_thickness=”1″ divider_color=”default” custom_height=”100″][vc_column_text css=”.vc_custom_1776155101740{margin-bottom: 30px !important;}” text_direction=”default”]\n

          How we use your feedback<\/h3>\n

          Results from our NPS surveys directly influence our development activities, including:<\/p>\n

            \n
          • improving product features<\/li>\n
          • enhancing support and service processes<\/li>\n
          • optimising usability<\/li>\n
          • driving innovation based on real customer needs<\/li>\n<\/ul>\n

            Our goal is not only satisfied customers \u2013 but truly enthusiastic ones.[\/vc_column_text][vc_column_text css=”.vc_custom_1776689092087{margin-bottom: 30px !important;}” text_direction=”default”]We appreciate your feedback \u2013 and thank you in advance for your support![\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"

            Understanding the Net Promoter Score (NPS) at WSCAD<\/p>\n","protected":false},"author":48,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[365,181],"tags":[],"class_list":{"0":"post-152763","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-general","7":"category-keinesuche-en"},"yoast_head":"\nNet Promoter Score (NPS) | WSCAD GmbH<\/title>\n<meta name=\"description\" content=\"Understanding the Net Promoter Score (NPS) at WSCAD\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Net Promoter Score (NPS) | WSCAD GmbH\" \/>\n<meta property=\"og:description\" content=\"Understanding the Net Promoter Score (NPS) at WSCAD\" \/>\n<meta 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