Big Lots, Inc. is an American retail company headquartered in Columbus, Ohio. Big Lots has over 1,400 stores in 48 states.
Its department stores sell a wide variety of merchandise, including packaged food and beverages, toys, furniture, clothing, housewares, and small electronics, much of which is closed out or overstocked merchandise. Many of the items in these stores sell out quickly: in the store one day, but gone the next, with no replenishments coming. Many other items, such as foodstuffs, are stocked continually.
In many cases, Big Lots uses buildings formerly occupied by other stores. When Rite Aid Inc moved many Payless Drugstores into newly designed, stand-alone buildings, Big Lots opened many new stores of its own in those newly vacant, open-air plaza storefronts.
|Key people||David J. Campisi (President, Chairman, and CEO) Lisa Bachmann (Executive Vice President and COO)|
|Founded||As Consolidated Stores Corp.: December 13, 1967; 49 years ago (1967-12-13) Columbus, Ohio, U.S.|
|Products||Food and Beverage, toys, furniture, clothing, housewares, small electronics|
|Traded as||NYSE: BIG S&P 400 Component|
|Net income||US$142.87 million (FY 2016)|
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 Consumer Services / Department / Specialty Retail Stores 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 Big Lots, Inc. 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 Big Lots, Inc. 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 Big Lots, Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.