The American Express Company, also known as Amex, is an American multinational financial services corporation headquartered in Three World Financial Center in New York City. The company was founded in 1850, and is one of the 30 components of the Dow Jones Industrial Average. The company is best known for its credit card, charge card, and traveler's cheque businesses. In 2016, credit cards using the American Express network accounted for 22.9% of the total dollar volume of credit card transactions in the US. As of December 31, 2016, the company had 109.9 million cards in force, including 47.5 million cards in force in the United States, each with an average annual spending of $17,216.
In 2016, Interbrand ranked American Express as the 25th most valuable brand in the world, estimating the brand to be worth US$18.358 billion. In 2017, Fortune ranked American Express as the 17th most admired company worldwide.
The company's logo, adopted in 1958, is a Centurion whose image appears on the company's traveler's cheques, charge cards and credit cards.
|Founded||March 18, 1850; 167 years ago (1850-03-18) in Buffalo, New York, United States|
|Predecessor||Livingston, Fargo & Company Wells, Butterfield & Company Wells & Company|
|Headquarters||Three World Financial Center, New York City, New York, United States|
|Key people||Kenneth Chenault (Chairman and CEO) Stephen Squeri (Vice Chairman)|
|Traded as||NYSE: AXP DJIA component S&P 100 component S&P 500 component|
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 Financial Services / Credit cards is 34.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If American Express 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 American Express 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.
How are your customers satisfied depending on:
|American Express||Financial Services / Credit cards||29|
|HP||Consumer Brands / Electronics||29|
|Budweiser||Consumer Brands / FMCG||29|
|Volkswagen||Consumer Brands / Car Manufacturers||28|
|Travelers||Insurance / Car Insurance||28|
|Gillette||Consumer Brands / FMCG||28|
|Acer||Consumer Brands / Electronics||28|
|Ford||Consumer Brands / Car Manufacturers||28|
|Dell||Consumer Brands / Electronics||28|
|Adidas||Consumer Brands / Retail/E-tail||28|
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