Halfords Group plc is a British retailer of car parts, car enhancement, camping and touring equipment and bicycles operating in the United Kingdom and Ireland. They also provide MOT, service and repairs in the United Kingdom, through Halfords Autocentre. Halfords Group is listed on the London Stock Exchange and is a constituent of the FTSE 250 Index.
A similar retail company also called Halfords exists in the Netherlands and Belgium. This only has historical ties to the British Halfords Group.
| Products | Ripspeed, Bicycles and accessories, SatNav, Car audio, Tools, Child seats etc. |
|---|---|
| Services | Bicycle repair, vehicle part fitting, audio installation, paint mixing |
| Key people | Dennis Millard (Chairman) Jill McDonald (Chief Executive) |
| Subsidiaries | Halfords Autocentre Boardman Bikes Ltd. |
| Headquarters | Redditch, Worcestershire, England |
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 Consumer Brands / Retail/E-tail is 50.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Halfords 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 Halfords 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.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| Halfords | 78 |
| Bonobos | 75 |
| Jabong | 73 |
| Blackcircles.com | 84 |
| Minted | 71 |
| Man Crates | 88 |
| BZT Fashion | 60 |
| The Catch Group | 58 |
| Zappos.com | 57 |
| Brother | 53 |
| Score | Date | Source |
|---|---|---|
|
78
|
2015-06-05 | http://www.managementtoday.co.uk/news/1350219/ |
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