Estimated Net Promoter Score is
FXCM, formerly Forex Capital Markets, is a retail foreign exchange market broker that has been banned in the United States for "fraudulent misrepresentation" to its customers. It has offices in the United Kingdom, Germany, and France. FXCM allows retail clients to speculate on the foreign exchange market. FXCM also provides trading in contract for difference on major indices and commodities such as gold and crude oil.
Following a large increase in the price of Swiss francs on January 15, 2015, the company lost $225 million and was in breach of regulatory capital requirements. The next day FXCM secured a $300 million loan with a 10% coupon from Leucadia National Corp in order to meet its capital requirements. Further terms of the loan were later released, showing that the coupon rate might rise to 17% or higher and other limitations were imposed. Citigroup analysts quoted by Bloomberg said that the terms of the loan “essentially wiped out” the value of FXCM’s stock.
On February 6, 2017 the firm agreed to pay a $7 million penalty to settle a suit from the U.S. Commodity Futures Trading Commission involving fraudulent misrepresentation by FXCM to its customers and to regulators. FXCM withdraw its CFTC registration, and agreed not to re-register in the future, effectively banning it from trading in the United States. Three top managers have resigned under regulatory pressure and the majority owner of the firm has changed its name to Global Brokerage Inc., effective January 27, 2017. Non-US regulators are also investigating the same or similar incidents.
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 Finance / Investment Bankers / Brokers / Service 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 FXCM Inc. 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 FXCM Inc. 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 FXCM Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.