Chanel S.A. is a French, privately held company owned by Alain and Gérard Wertheimer, grandsons of Pierre Wertheimer, who was an early business partner of the couturière Gabrielle Bonheur Chanel. Chanel S.A. is a high fashion house that specializes in haute couture and ready-to-wear clothes, luxury goods and fashion accessories. In her youth, Gabrielle Chanel gained the nickname Coco from her time as a chanteuse. As a fashion designer, Coco Chanel catered to women’s taste for elegance in dress, with blouses and suits, trousers and dresses, and jewellry of simple design, that replaced the opulent, over-designed, and constrictive clothes and accessories of 19th-century fashion. The Chanel product brands have been personified by fashion models and actresses, including Inès de La Fressange, Catherine Deneuve, Carole Bouquet, Vanessa Paradis, Nicole Kidman, Anna Mouglalis, Audrey Tautou, Keira Knightley and Marilyn Monroe.
The House of Chanel is known for the "little black dress", the perfume No. 5 de Chanel, and the Chanel Suit. Chanel’s use of jersey fabric produced garments that were comfortable and affordable. Chanel revolutionized fashion — high fashion — by replacing structured-silhouettes, based upon the corset and the bodice, with garments that were functional and at the same time flattering to the woman’s figure.
|Key people||Alain Wertheimer, co-owner Gérard Wertheimer, co-owner John Galantic, president (United States) and COO Olivier Polge, master perfumer Karl Lagerfeld, creative director|
|Headquarters||135 Avenue Charles de Gaulle, 92200 Neuilly-sur-Seine Cedex, Paris, France|
|Products||Haute couture Ready-to-wear Perfume Jewellery Accessories|
|Founded||1909; 108 years ago (1909)|
|Revenue||$ 5.2 billion (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.
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 Luxury 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 Chanel 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 Chanel 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 Chanel based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.