International Business Machines, or IBM, nicknamed "Big Blue", is a multinational computer technology and IT consulting corporation headquartered in Armonk, New York, United States. The company is one of the few information technology companies with a continuous history dating back to the 19th century. IBM manufactures and sells computer hardware and software, and offers infrastructure services, hosting services, and consulting services in areas ranging from mainframe computers to nanotechnology. Ginni Rometty is the president, chairman and CEO of IBM.
IBM has been well known through most of its recent history as one of the world's largest computer companies and systems integrators. With over 400,000 employees worldwide as of 2014, IBM holds more patents than any other U.S. based technology company and has twelve research laboratories worldwide. The company has scientists, engineers, consultants, and sales professionals in over 175 countries. IBM employees have earned five Nobel Prizes, four Turing Awards, five National Medals of Technology, and five National Medals of Science.
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 / Electronics is 45.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If IBM 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 IBM 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:
|IBM||Consumer Brands / Electronics||27|
|Tesco Mobile||Telecommunications / Wireless Carrier||27|
|Santander UK Banking||Financial Services / Banking||27|
|Three||Telecommunications / Wireless Carrier||27|
|Kellogg||Consumer Brands / FMCG||27|
|Simyo||Telecommunications / Wireless Carrier||26|
|Adidas||Consumer Brands / Retail/E-tail||28|
|Dell||Consumer Brands / Electronics||28|
|Ford||Consumer Brands / Car Manufacturers||28|
|Gillette||Consumer Brands / FMCG||28|
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