Ambassadors Group, Inc. is a defunct publicly traded educational travel company based in Spokane, Washington. It was originally an operating division of Ambassadors International, Inc., but was divested into a separate corporation in 2002 to form the company under its current name. The CEO is Jeffrey Thomas, whose 2009 compensation totaled over $1.7 million.
This for-profit company has a close business relationship with People to People Student Ambassador Program and several other related cultural exchange groups involving students from several countries.
According to the company's end of year filings, in 2008 and 2009, Ambassadors Group served 41,929 and 34,248 travelers, respectively. In 2010, the company estimated that it would serve 26,674 participants
|Founded||Spokane, Washington (1967)|
|Revenue||US$98.6 million (FY 2009)|
|Operating income||US$32.2 million (FY 2009)|
|Net income||US$20.3 million (FY 2009)|
|Total equity||US$91.0 million (FY 2009)|
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.
Yes, it is.
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 Education is 54.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Ambassadors Group 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 Ambassadors Group 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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