Domtar Corporation is the largest integrated producer of uncoated freesheet paper in North America and the second largest in the world based on production capacity, and is also a manufacturer of papergrade pulp.
The firm designs, manufactures, markets and distributes a wide range of business, commercial printing, publication as well as technical and specialty papers with recognized brands such as Cougar, Lynx Opaque Ultra, Husky Opaque Offset, First Choice, Sandpiper, and Domtar EarthChoice Office Paper, part of a family of environmentally and socially responsible papers.
Domtar owns and operates Domtar Distribution Group, an extensive network of paper distribution facilities. The company overall employs nearly 10,000 people. Its head office is in Montreal and its operations center is in Fort Mill, South Carolina. After a 2006 merger with US-based Weyerhaeuser, Domtar is not viewed as a Canadian entity and does not qualify for inclusion in Canadian stock indexes.
|Operating income||US$0.320 billion (2012) US$0.588 billion (2011)|
|Net income||US$0.172 billion (2012) US$0.365 billion (2011)|
|Total assets||US$6.123 billion (2012) US$5.869 billion (2011)|
|Total equity||US$2.877 billion (2012) US$2.972 billion (2011)|
|Traded as||TSX: UFS NYSE: UFS 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 Forest and Paper Products 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 Domtar 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 Domtar 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 Domtar based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.