Chico's is a retail women's clothing chain founded in 1983 by a three-person operation on Sanibel Island, Florida. Chico’s FAS, Inc. is an American women’s clothing and accessories retailer. The company was founded by Marvin and Helene Gralnick and is headquartered in Ft. Myers, Florida. Chico’s FAS operates three brands: its namesake Chico’s, White House | Black Market and Soma. As of November 1, 2014, Chico’s FAS operated 1,557 women's clothing stores in the US and Canada and sold merchandise through franchise locations in Mexico.
|Number of locations||Chico's: 624 boutique, 118 outlet White House | Black Market: 451 boutique, 67 outlet stores Soma: 263 boutique, 17 outlet stores|
|Area served||United States Puerto Rico U.S. Virgin Islands Canada|
|Operating income||2013 operating income of $142 million|
|Revenue||2013 net sales of $2.6 billion.|
|Traded as||NYSE: CHS S&P 400 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.
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 Specialty Retailers: Apparel 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 Chico's FAS 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 Chico's FAS 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 Chico's FAS based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.