L'Oréal S.A. is a French cosmetics company headquartered in Clichy, Hauts-de-Seine with a registered office in Paris. It is the world's largest cosmetics company and has developed activities in the field of cosmetics, concentrating on hair colour, skin care, sun protection, make-up, perfume and hair care; the company is active in dermatology, toxicology, tissue engineering, and biopharmaceutical research fields and is the top nanotechnology patent-holder in the United States. The company is a component of Euro Stoxx 50 stock market index.
| Subsidiaries | The Body Shop Lancôme Maybelline Garnier |
|---|---|
| Headquarters | 41, rue Martre, 92110 Clichy, France |
| Key people | Jean-Paul Agon (Chairman and CEO) |
| Traded as | Euronext: OR CAC 40 Component |
| Products | Cosmetics and beauty products |
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 Packaged Goods 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 L'Oréal 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 L'Oréal 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:
We have estimated the Net Promoter Score of L'Oréal based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.
Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.