Estimated Net Promoter Score is
Essendant, formerly known as United Stationers, is a leading national wholesale distributor of workplace essentials, with consolidated net sales of $5.3 billion. In 2013, it ranked 484 out of the Fortune 500 companies. Essendant stocks a broad assortment of over 160,000 items including traditional office products, office furniture, janitorial and break room supplies, technology products, industrial supplies and automotive aftermarket tools and equipment. The company's network of 70+ distribution centers allows it to ship products, most overnight, to more than 90% of the U.S. and next-day delivery to major cities in Canada for its 30,000 reseller customers. Essendant is headquartered in Deerfield, Illinois and also has operations in Dubai, United Arab Emirates. In addition, the company operates as an online retailer and sells industrial tools direct to end consumers.
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 Wholesalers: Electronics and Office Equipment 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 Essendant 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 Essendant 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.
After successfully using Net Promoter Score for our own e-commerce projects, we have decided to let anyone benefit from what we've learned.
We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.
Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.
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We have estimated the Net Promoter Score of Essendant based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.