Coach, Inc. is a multinational luxury fashion company based in New York City. The company is known for accessories and gifts for women and men, including handbags, men's bags, women's and men's small leather goods, footwear, fragrance, jewelry, outerwear, ready-to-wear, scarves, sunwear, travel accessories, and watches.
|Products||Women's and men's bags, women's and men's accessories, women's and men's apparel, watches, footwear, jewelry, eyewear, and fragrance|
|Key people||Jide Zeitlin (chairman of the board) Victor Luis (CEO) Stuart Vevers (executive creative director) Andrea Resnick (interim CFO)|
|Total equity||US$2.420653 billion (2014) US$2.409158 billion (2013)|
|Net income||US$869.617 million (2014) US$1.066988 billion (2013)|
|Operating income||US$1.2516 billion (2014) US$1.577743 billion (2013)|
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 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 Coach 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 Coach 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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|Blockbuster on Demand||Consumer Brands / Entertainment||11|
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|KPN||Telecommunications / Wireless Carrier||11|
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We have estimated the Net Promoter Score of Coach based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.