Estimated Net Promoter Score is
Merck & Co., Inc. outside the United States and Canada, is an American pharmaceutical company and one of the largest pharmaceutical companies in the world.
The company was established in 1891 as the United States subsidiary of the German company Merck, which was founded in 1668 by the Merck family. Merck & Co. was nationalized by the US government during World War I and subsequently established as an independent American company in 1917. While it operates as Merck & Co. in North America, the original Merck based in Darmstadt holds the rights to the Merck name everywhere else. Merck & Co. is the world's seventh largest pharmaceutical company by market capitalization and revenue. Its headquarters is located in Kenilworth, New Jersey.
Merck & Co. publishes The Merck Manuals, a series of medical reference books for physicians, nurses, and technicians. These include the Merck Manual of Diagnosis and Therapy, the world's best-selling medical reference. The Merck Index, a compendium of chemical compounds, was formerly published by Merck & Co. before being acquired by the Royal Society of Chemistry in 2012.
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 Health Care / Major Pharmaceuticals 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 Merck & Company, Inc. 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 Merck & Company, Inc. 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.
After successfully using Net Promoter Score for our own e-commerce projects, we have decided to let anyone benefit from what we've learned.
We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.
Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.
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We have estimated the Net Promoter Score of Merck & Company, Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.