The Kohl's Corporation is an American department store retailing chain. The first Kohl's store was a corner grocery store opened in Milwaukee, Wisconsin in 1927 by Maxwell Kohl. The company's first department store opened in September 1962. British American Tobacco Company took a controlling interest in the company in 1972, and in 1979, the Kohl family left the management of the company. A group of investors purchased the company in 1986 from British-American Tobacco and took it public in 1992. Kohl's is the second-largest department store by retail sales in the United States.
|Products||Clothing, footwear, bedding, furniture, jewelry, beauty products, electronics, and housewares.|
|Founded||September 12, 1962; 54 years ago (1962-09-12) Milwaukee, Wisconsin, U.S.|
|Revenue||US$19.031 billion (2014) US$19.279 billion (2013)|
|Total assets||US$14.378 billion (2014) US$13.905 billion (2013)|
|Operating income||US$1.742 billion (2014) US$1.890 billion (2013)|
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 General Merchandisers 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 Kohl's 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 Kohl's 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 Kohl's based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.