Net Promoter Score (NPS)

Year-on-year improvement





Customer NPS improved year-on-year, although it did reduce in Q4, which impacted the full year performance. Our stores were closed for a significant period and due to high online demand, availability, delivery lead times and service levels were under pressure.

Why this measure is important
The NPS metric is a common business tool that measures how likely people would (or would not) recommend a product, service or company. At Dunelm we use this to measure how our customers rate their full experience with us.