Alpha Natural Resources is a large American producer of metallurgical coal to fuel steam boilers for the production of electrical power. The company also provides industry services relating to equipment repairs, road construction and logistics with domestic operations and coal reserves within the states of Virginia, West Virginia, Kentucky, Wyoming, Utah, Illinois, Tennessee, and Pennsylvania. Alpha Natural Resources doesn't produce all of the coal it sells; much of the coal sold by Alpha Natural Resources is purchased from independent mining operations and then resold in the worldwide market.
The 2009 takeover of Foundation Coal also provided Alpha Natural Resources with the ability to directly access the Cumberland Mine Railroad and to rail transport coal in Pennsylvania.
|Divisions||Foundation Coal (since 2009) Massey Energy (June 2011)|
|Revenue||$3,917.156 mil (2010)57% 89% coal,8.5% freight|
|Headquarters||Kingsport, Tennessee, United States|
|Number of employees||3,000 (6,400 before Massey merger)|
|Key people||David J. Stetson (CEO, Chairman)|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Mining, Crude-Oil Production is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Alpha Natural Resources sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Alpha Natural Resources with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of Alpha Natural Resources based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.