At VPD, customer satisfaction is extremely important. This is why every customer receives an invitation after delivery to give their feedback via our platform: were the goods delivered on time, how was the service from the driver, etc. Based on this, we calculate the NPS and analyse how we can further improve.
What is NPS?
The Net Promoter Score is a commonly used and validated method to measure customer satisfaction. It is calculated by asking customers how likely they are to recommend the service to their friends or family. A fixed formula is used to subtract the number of low scores (detractors or critics) from the number of high scores (promoters). This score can then be used as a benchmark.
2.000 customers per month
Each month, about 2,000 customers fill out our short customer satisfaction survey. In just 6 months, the number of responses has doubled: about 2 in 10 customers give us valuable feedback about their delivery. And regarding customers who give us a low score, we work hard to do even better.
A selection of some of our customer responses
"Today, I received a delivery from IKEA and was pleasantly surprised by the service. The drivers were on time and very professional. They handled the goods carefully and placed everything neatly in the indicated space.
Regarding the service, I noticed a clear difference compared to other parcel delivery services. With IKEA, I felt there was more attention to the customer and the product.
In short, a positive experience that I highly recommend."
***
"I ordered a piece of furniture from Ikea and the delivery service was top-notch! The delivery person called me to let me know they would arrive 5 mins later, and they were right on time. I live on the ground floor and the delivery people dropped off the parcels despite the hailstorm. Moreover, they were very friendly.I had a really pleasant experience with VPD!"
***
"Delivered on time, and above all, by a team of friendly delivery guys! We tend to leave reviews when we are critical about something, but sometimes, it’s good to leave reviews in front of such a good experience!"