Cali has hit a high Net Promoter Score of 81, setting it above its competition in the building products industry. This metric gauges not just customer satisfaction, but loyalty as well.
Watch this video to learn more about the Net Promoter Score.
Cali measures its NPS by administering a survey to customers 28 days after a purchase. The score is an industry standard metric derived by asking customers, on a scale of zero to 10, how likely they are to recommend a product or service to a friend or colleague. Those who grant a nine or 10 rating are considered promoters. Those who give a seven or eight are considered passives, and those who give a zero through five are detractors.
The final score is calculated by subtracting the percentage of detractors from the percentage of promoters. According to global NPS standards, anything above a zero is considered to be good, anything above 50 is excellent, and anything above 70 is best in class.
For the 22nd straight month, Cali has remained in the best in class range with scores over 70. The current score of 81 reflects the extra care the company takes in creating a positive customer experience from start to finish.