Marks & Co, also incorrectly referred to as "Marks & Company" or colloquially as "84", was a well-known antiquarian bookseller located at Cambridge Circus - 84, Charing Cross Road, London.
The shop was founded in the 1920s by Benjamin Marks and Mark Cohen. Cohen was persuaded to allow his name to be abbreviated in the company's name. It provided the basis for the book of correspondence by Helene Hanff entitled 84 Charing Cross Road, later made into a stage play, television play and BAFTA-winning film.
Marks & Co closed in December 1970. The shop has since been knocked through into 24 Cambridge Circus, and the premises were converted for restaurant usage. A plaque on the wall commemorates the shop and the book. In May 2015, the premises was opened as a McDonald's. The sign remains on the front of 84's original building.
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 Consumer Brands / Grocery is 24.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If marks & spencer 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 marks & spencer 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 |
|---|---|
| marks & spencer | -10 |
| Tesco | -8 |
| Co-Op | -14 |
| Ocado | -4 |
| Morrisons | 2 |
| Lidl | 14 |
| Sainsburys | 16 |
| Asda | 21 |
| Aldi | 42 |
| Spar | 57 |
| Score | Date | Source |
|---|---|---|
|
-10
|
2012-03-03 | http://customergauge.com/news/net-promoter-news-a-nation-of-shopkeepers/ |
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