Dropbox is a file hosting service operated by American company Dropbox, Inc., headquartered in San Francisco, California, that offers cloud storage, file synchronization, personal cloud, and client software. Dropbox was founded in 2007, by MIT students Drew Houston and Arash Ferdowsi, as a startup company, with initial funding from seed accelerator Y Combinator.
Dropbox creates a special folder on the user's computer, the contents of which are then synchronized to Dropbox's servers and to other computers and devices that the user has installed Dropbox on, keeping the same files up-to-date on all devices. Dropbox uses a freemium business model, where users are offered a free account with a set storage size, with paid subscriptions available that offer more capacity and additional features. Dropbox Basic users are given 2 gigabytes of free storage space. Dropbox Plus users are given 1 terabyte of storage space, as well as additional features, including advanced sharing controls, remote wipe, and an optional Extended Version History add-on. Dropbox offers computer apps for Microsoft Windows, Apple macOS, and Linux computers, and mobile apps for iOS, Android, and Windows Phone smartphones and tablets. In March 2013, the company acquired Mailbox, a popular email app, and in April 2014, the company introduced Carousel, a photo and video gallery app. Both Mailbox and Carousel were shut down in December 2015, with key features from both apps implemented into the regular Dropbox service. In October 2015, it officially announced Dropbox Paper, its collaborative document editor, in a reported effort to expand its operations towards businesses. As of March 2016, Dropbox has 500 million users.
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 Technology / Software is 58.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Dropbox 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 Dropbox 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.
|Dropbox||Technology / Software||32|
|Humana||Insurance / Health and Life Insurance||32|
|HTC||Consumer Brands / Electronics||32|
|Danone||Consumer Brands / FMCG||31|
|Heinz||Consumer Brands / FMCG||31|
|Kaiser Permanente||Insurance / Health and Life Insurance||31|
|Best Buy||Consumer Brands / Electronics||31|
|Kleenex||Consumer Brands / FMCG||31|
|Toyota||Consumer Brands / Car Manufacturers||33|
|Motorola||Consumer Brands / Electronics||33|