J.Crew Group, Inc., is an American multi-brand, multi-channel, specialty retailer. The company offers an assortment of women's, men's and children's apparel and accessories, including swimwear, outerwear, loungewear, wedding, bags, sweaters, denim, dresses, suiting, jewelry, and shoes. As of August 2016, it operates more than 450 retail stores throughout the United States. The company conducts its business through retail, factory, crewcuts, Madewell stores, catalogs and online. Its creative director, Jenna Lyons, left the company in April 2017 after 26 years with the brand. Frank Muytjens, the brand’s longtime head of menswear, also left the company in April 2017.
|Divisions||J.Crew crewcuts The Liquor Store The Ludlow Shop J.Crew Factory J.Crew Mercantile Madewell|
|Key people||Millard Drexler (Chairman and CEO) Jenna Lyons (President and Creative Director)|
|Headquarters||770 Broadway, New York City, New York, U.S.|
|Owner||TPG Capital and Leonard Green & Partners|
|Net income||US$ 23.5 million (net loss) (FY 2016)|
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 Specialty Retailers: Apparel 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 J.Crew Group 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 J.Crew Group 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.
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We have estimated the Net Promoter Score of J.Crew Group based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.