Fastenal Company is an American company based in Winona, Minnesota. Distributing goods used by other businesses, it has over 2,600 branches throughout the US, Canada, Mexico and Europe along with 13 distribution centers. Fastenal resells industrial, safety, and construction supplies and offers services including inventory management, manufacturing, and tool repair. Fastenal refers to itself as an industrial supply company, and Reuters calls it an industrial distributor.
|Key people||Daniel L. Florness (CEO), Sheryl Ann Lisowski (CFO), Christopher Williamson (VP of quality and engineering)(|
|Revenue||US$ 3,326.106 million (2013) US$ 3,133.577 million (2012)|
|Total assets||US$ 2,075.784 million (2013) US$ 1,815.832 million (2012)|
|Total equity||US$ 1,772.697 million (2013) US$ 1,560.36 million (2012)|
|Operating income||US$ 712.657 million (2013) US$ 673.691 million (2012)|
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 Specialty Retailers: Other 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 Fastenal 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 Fastenal 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.
|marks & spencer||Consumer Brands / Grocery||-10|
|McDonald's||Consumer Brands / Fast Food||-8|
|Tesco||Consumer Brands / Grocery||-8|
|US Airways||Travel and Hospitality / Airlines||-8|
|Amazon Prime||Consumer Brands / Entertainment||-11|
|Ziggo||Telecommunications / Other||-11|
|Golomt Bank||Financial Services / Banking||-11|
|Wells Fargo & Company||Financial Services / Banking||-12|
|NatWest Business Banking||Financial Services / Banking||-6|
|Virgin Media||Telecommunications / Cable/TV service||-6|
We have estimated the Net Promoter Score of Fastenal based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.