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What Is the Net Promoter Score (NPS)?
Customer satisfaction and loyalty are critical to long-term success, yet they can be difficult to measure. The Net Promoter Score (NPS) is one of the most widely recognised and effective tools for understanding how customers truly feel about a business.
NPS is based on a single, straightforward question:
- “On a scale of 0 to 10, how likely are you to recommend [Company] to a friend or colleague?”
Based on their response, customers fall into one of three categories:
Promoters (9–10): Loyal, enthusiastic customers who actively recommend your business
Passives (7–8): Satisfied but neutral customers who may be open to alternatives
Detractors (0–6): Unhappy customers who may discourage others
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, producing a score between -100 and +100. It’s a simple metric, but one that delivers powerful insight into customer experience and brand loyalty.
What an NPS of +84 Represents
In most sectors, a score above +50 is considered strong. Scores above +70 are relatively uncommon. The average NPS is +32 and the top 25% have an NPS of +72 or higher. At +84, Speedy Freight’s result reflects a broad base of customers who are willing to actively recommend our services.
Against a logistics industry benchmark of approximately +38, this performance indicates that our service standards, communication processes, and operational reliability are resonating clearly with customers.
Importantly, NPS is not influenced by marketing messaging - it is determined directly by customer experience. The score reflects day-to-day execution across collections, deliveries, specialist consignments, account management, and customer support.
Speedy Freight’s Continued NPS Success
Achieving an NPS of +84 is a milestone we’re incredibly proud of. With the logistics industry average sitting at +38, our result highlights the consistency, reliability, and service excellence our customers have come to expect from Speedy Freight.
Sustaining a score at this level year-on-year reflects the dedication of our entire team and our ongoing focus of putting customers at the heart of everything we do.
The Key to Our Customer Satisfaction
Our continued NPS success is driven by clear priorities across our business:
Exceptional Customer Support: We pride ourselves on clear, proactive communication, ensuring customers are informed and supported at every stage.
Customised Logistics Solutions: No two businesses are the same. Our bespoke services are designed to be flexible, efficient, and tailored to individual business and industry requirements.
Reliability You Can Trust: Consistency is critical in logistics. Our customers rely on us for dependable, on-time deliveries, and we deliver on our Speedy promise every time.
Continuous Improvement: Customer feedback matters. We actively listen, learn, and adapt to ensure our services continue to evolve and improve.
Why NPS Matters
Our NPS represents trust, loyalty, and confidence. It shows that our customers are not only satisfied, but willing to recommend Speedy Freight to others, which is one of the strongest indicators of our people-first approach to logistics.
For our customers, it provides reassurance that they are partnering with a logistics provider that values relationships, accountability, and service excellence.
What Our Customers Say About Speedy Freight
- "Always quick to answer any request. No job is too big or too small, and not once have they let us down."
- "Very helpful, covered every job we have ever asked to them to do even deliveries in unsociable hours, we will continue to use as our preferred supplier into next year and the year after."
- "Incredibly reliable, always helpful and have got us out of a few tricky situations when we've been let down by our usual 'next day' courier."
- "They are awesome, they always get me out of a pickle!"
- "Over the years have used loads of same day couriers but Speedy Freight is the only one we use now. It's all so simple and it works. Thank you."
- "1st class service all the time whether you are sending out 1 or 100 consignments."
You can read these and many more reviews on our Trustpilot profile, where customers are encouraged to share their experience of working with Speedy Freight.
What’s Next for Speedy Freight?
While we’re proud to celebrate our industry-leading NPS, we’re not standing still. Our focus remains on raising standards even further and continuing to deliver a logistics service our customers can rely on with confidence.
Thanks to our customers for their continued trust, loyalty, and feedback, we’re looking forward to supporting your business throughout 2026 and beyond.
If you’re looking for a logistics partner you can depend on, get in touch with Speedy Freight today to discuss how our same day courier and logistics solutions can support your business.
