SmileDirectClub Investor Presentation Deck
2 Trusted brand among customers & professionals
Our unparalleled customer experience stands out
amongst our teledentistry peers.
Findings from a survey commissioned by SmileDirectClub by a third-
party market research firm with significant expertise in oral care¹:
●
The NPS decline since Q3 is the result of temporary operational
challenges from the transition that we announced in January. We
acknowledge that we were not delivering against the high
expectations we have set for ourselves and what our customers
have come to expect. These challenges are temporary in nature,
and we have made significant progress already that will be reflected
in our NPS in future quarters.
Compared with SDC customers,
fewer customers of other
teledentistry platforms would
recommend the brand and fewer
reported being satisfied with
customer support.
smile
DIRECT
CLUB
58%
Customers likely to
Invisalign
recommend
53%
SmileDirectClub
45%
Teledentistry
players
54
49
Invisalign
Third-party NPS²
55
Q3 2021
89%
37
SmileDirectClub
Invisalign
Q1 2022
Customer satisfaction with
support received
78%
22.5
SmileDirectClub
Teledentistry players
20.5
73%
Teledentistry
players
¹Source: Third-party market research firm research on file at SmileDirectClub; Based on over 1,200 respondents.
2 Third-party NPS scores were independently sourced and calculated surveying 857 customers who completed clear aligner therapy with SDC, Invisalign, or teledentistry
competitors in the last 12 months.View entire presentation