San Diego—Cali Bamboo, a direct-to-consumer and omnichannel flooring and decking manufacturer, has hit an all-time high Net Promoter Score of 80. This metric gauges not just customer satisfaction, but loyalty as well. Cali’s latest number represents a 10-point year-over-year jump, with 957 customers responding.
The company measures its NPS by regularly 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 12th straight month, Cali Bamboo has remained in the best-in-class range with scores over 70. The current score of 80 reflects the extra care the company takes in creating a positive customer experience from start to finish.
“This isn’t just about making a quality product—although that certainly helps,” said Doug Jackson, Cali Bamboo president and CEO. “Cali is in this very unique position where, despite our omnichannel reach today, we have spent almost 14 years fostering a close relationship with our customers. That relationship enables us to anticipate needs and trends faster and keeps their satisfaction at the forefront of everything we do.”