At Chatsworth, we measure performance in terms of our triple bottom line: our social, economic and environmental impacts. We find that our visitors respect our efforts to act responsibly and they want to engage with our sustainability journey. As such, we provide a Responsible Visitor Charter containing practical suggestions for acting in a sustainable manner.
We define excellence as a score exceeding 90% for questions on value for money, overall enjoyment and likelihood to recommend. Results from the question on likelihood to recommend are displayed as a Net Promoter Score.
The Net Promoter Score is an index ranging from -100 to 100, measuring the willingness of customers to recommend a company’s products or services to others. It is measured by subtracting the sum of those who answered 9 and 10 (highly recommend) from the sum of those who answered from 1 to 6 (unlikely to recommend), then dividing this value by the total participants and multiplying this value by 100.
The results from our 2020 visitor surveys are given below.