To measure customer satisfaction, we employ the NPS (Net Promoter Score) system. Here’s how we done over the last year:


But what does this mean? What is NPS?

NPS is held up as the gold standard customer experience metric and that’s exactly why we have been using it for so many years.

Developed in America by Fred Reichheld in 2001, NPS measures customer satisfaction by asking one simple question:

‘How likely is it that you would recommend Decorquip to a friend or colleague?’

Customers rate us on a scale of 1 to 10 and the responses are divided into 3 categories:

Promoters: 9 & 10

These are customers who loved their experience with you. A 9 or 10 means they are likely to positively promote your service to their peers.

Passives: 7 & 8

What may be considered by most to be a satisfactory score, indicates a customer who is passively engaged with your brand but not necessarily enthused.

Detractors: 0 – 6

A score of 6 and below covers a range of customers from those who are merely satisfied to those who are actively recommending the avoidance of your brand.


To calculate the Net Promoter Score, the percentage of Detractors is deducted from the percentage of Promoters over a period of time to give you a figure somewhere between -100 and +100. This figure is the NPS. With the scale weighted in favour of the Detractor category, it is be difficult to avoid a negative score, even if your results were mostly made up of 7s and 8s. In fact, any score higher than 0 is considered ‘good’. With NPS, the bar is set very high.

To quote, extensive research has shown that your Net Promoter Score®, or NPS®, acts as a leading indicator of growth. If your organization’s NPS is higher than those of your competitors, you will likely outperform the market. You can find out more detail about NPS® on the two links below.

NPS trend

So, what is our NPS?

In the year ending March 2022, we accrued 333 survey results – 23 Detractors, 22 Passives, and 288 Promoters. The resulting NPS of +80 is a source of pride for us and lets us know that we’re on track and keeping to the mission of making buying blinds enjoyable.

We’ve been measuring our NPS since 2016. So far, we’ve had over 3000 responses, and while our score has remained relatively steady, we’ve managed to reach 80+ for the last three years.

nps survey

How can I submit feedback?

We invite customers to provide their feedback at all stages of the buying process and beyond in order to get the truest and most accurate depiction of their experience. That’s why we provide links to the survey in all of our quotes, order acknowledgement emails, a post-invoice email once the order is completed, and in a query resolution email that follows any discrepancies such as complaints or remake requests.

Our mission is to make buying blinds enjoyable but our commitment to providing the best customer service goes beyond ticking boxes at the point of sale. If and when we get something wrong, we aim to give customers the smoothest experience possible while we go about rectifying any issues. The feedback that is provided after a query has been resolved is vital to keeping us accountable and shown us that customers how much a customer’s opinion can be improved even if something has gone wrong with their initial order.


Not currently a Decorquip customer? We’d still love to hear what you have to say. Get in touch with us through our Contact page.

Why measure NPS?

Even if they engaging in the NPS survey and collecting their scores, it’s near impossible to know how your competition is doing unless they actively publish the figures and it goes without saying that companies with a poor customer service record don’t go out of their way to make it known.

Thankfully, we don’t track our NPS to compare ourselves to the competition but to hold ourselves accountable. We can’t make buying blinds enjoyable if we can’t even get the basics of customer service right! Without really knowing how our customers feel about our service, we can’t really promote ourselves as having the best service in the market and, more importantly, we can’t know when to steer the ship if we ever get off course.

Another benefit to putting the survey out is that it gives our customers an opportunity to expand on their feedback. Over the years, we’ve implemented many changes and improvements that have stemmed directly from NPS survey feedback.

What's next?

Customer service is an ongoing journey and the past two years of COVID restrictions, decreasing material supplies and increasing costs have shown everyone in business how important it is to remain adaptable and keep your customer experience at the forefront of what you do.

With a huge effort from every single person in TeamDQ, we’ve managed to keep our NPS at a steady 80+ for a third year in a row – a world beating score regardless of industry or geography. Now, with smoother waters in sight, we’re doubling down and aiming for an even higher score this time next year.

If you’d like to help us in our ongoing mission to improve our service, we encourage you to submit your feedback next time you engage with us – especially if you see room for improvement. As much as we love to see those big scores and read the positive feedback, the not-so-positive is far more valuable to us. By identifying the weakest links, we continue to strengthen the chain and improved service from us means a better experience for your clients.