Facebook is an American for-profit corporation and an online social media and social networking service based in Menlo Park, California. The Facebook website was launched on February 4, 2004, by Mark Zuckerberg, along with fellow Harvard College students and roommates, Eduardo Saverin, Andrew McCollum, Dustin Moskovitz, and Chris Hughes.
The founders had initially limited the website's membership to Harvard students; however, later they expanded it to higher education institutions in the Boston area, the Ivy League schools, and Stanford University. Facebook gradually added support for students at various other universities, and eventually to high school students as well. Since 2006, anyone age 13 and older has been allowed to become a registered user of Facebook, though variations exist in the minimum age requirement, depending on applicable local laws. The Facebook name comes from the face book directories often given to United States university students.
Facebook may be accessed by a large range of desktops, laptops, tablet computers, and smartphones over the Internet and mobile networks. After registering to use the site, users can create a user profile indicating their name, occupation, schools attended and so on. Users can add other users as "friends", exchange messages, post status updates and digital photos, share digital videos and links, use various software applications, and receive notifications when others update their profiles or make posts. Additionally, users may join common-interest user groups organized by workplace, school, hobbies or other topics, and categorize their friends into lists such as "People From Work" or "Close Friends". In groups, editors can pin posts to top. Additionally, users can complain about or block unpleasant people. Because of the large volume of data that users submit to the service, Facebook has come under scrutiny for its privacy policies. Facebook makes most of its revenue from advertisements which appear onscreen.
|Area served||United States (2004–2005) Worldwide, except blocking countries (2005–present)|
|Founder(s)||Mark Zuckerberg Eduardo Saverin Andrew McCollum Dustin Moskovitz Chris Hughes|
|Traded as||NASDAQ: FB NASDAQ-100 Component S&P 100 Component S&P 500 Component|
|Key people||Mark Zuckerberg (Chairman and CEO) Sheryl Sandberg (COO)|
|Users||1.94 billion monthly active users (March 31, 2017)|
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 Consumer Brands / Internet is 19.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Facebook 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 Facebook 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.
|Santander||Financial Services / Banking||-25|
|Bank of America||Financial Services / Banking||-24|
|Viacom||Telecommunications / Cable/TV service||-23|
|Medicacom||Telecommunications / Internet Service Provider||-22|
|BT Sport||Consumer Brands / Entertainment||-22|
|Consumer Brands / Internet||-21|
|Now TV||Telecommunications / Cable/TV service||-20|
|RBS Personal Banking||Financial Services / Banking||-18|
|Channel 5||Consumer Brands / Entertainment||-18|
|Tele2||Telecommunications / Other||-18|