Every company wants to know what its customers really think. At akimart, we don’t rely on guesswork. We measure customer loyalty the same way thousands of brands do, with the Net Promoter Score, or NPS. It is a simple but powerful number that tells us whether the people who bought our digital photo frames and smart digital calendars would recommend them to the people they care about.
What is the Net Promoter Score?
The Net Promoter Score is built around a single question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or family member?” The answers split customers into three groups:
- Promoters (9-10): loyal customers who actively recommend the brand to others.
- Passives (7-8): satisfied customers who are not enthusiastic enough to spread the word.
- Detractors (0-6): unhappy customers who may discourage others from buying.
The score is calculated by subtracting the percentage of detractors from the percentage of promoters. The result falls somewhere between -100 and +100. A positive score means more customers would recommend you than would warn others away.
NPS = % of Promoters – % of Detractors. For example, if 60% of customers are promoters and 15% are detractors, the score is 45.
Why NPS matters to Akimart
Akimart is a direct-to-consumer electronics brand. Our products, from WiFi digital photo frames and smart digital calendars to portable monitors, kids tablets, and mini projectors, are designed to be used every day and are often bought as gifts. When a customer gives a digital photo frame to their parents or a smart digital calendar to their family, they are putting their own reputation on the line. That is why word of mouth matters so much to us. A recommendation from a real customer carries more weight than any advertisement.
What drives a high score
Several things shape our NPS. The first is ease of setup. Most of our frames are ready in minutes, and with the FRAMEO app, family members can send photos and videos to the frame from anywhere in the world, with no subscription required. The second is everyday usefulness. Our smart digital calendars do far more than show the date. They sync with Outlook and Google calendars, display chore charts and meal plans, and use LED reminder lights to keep the whole household on schedule. The third is reliable hardware. From the 10.1-inch entry models to the large 21.5-inch displays, we build our products to last and back them with a 1-year manufacturer warranty, extendable to 24 months with registration. Finally, responsive support keeps the experience smooth. Our help center covers setup, troubleshooting, warranty, and order tracking, and our team answers questions directly.
How we use the feedback
An NPS number alone changes nothing. What matters is what we do with it. When a detractor tells us about a frustrating setup or a slow delivery, we treat it as a problem to fix rather than a complaint to file. That feedback has already shaped how we write our setup guides, how we structure our video tutorials, and how quickly our support team responds. We also track the score over time so we can see whether the changes we make are actually moving the needle.
What a good score looks like
Across ecommerce, most brands score between 40 and 55, and the most customer-obsessed companies reach the 70s and beyond. We do not publish a single number and call it a day. Instead, we aim to keep our promoters happy, win back our passives, and turn detractors into people who would gladly recommend us.
Our commitment
At the end of the day, the Net Promoter Score is a promise we make to ourselves: keep building products worth recommending. Whether you are shopping for a digital photo frame to share memories with family or a smart digital calendar to keep your household organized, we want you to be the kind of customer who tells your friends about us. That is the score that matters most.
