NACCO Industries Inc. is an American publicly traded holding company, headquartered in Cleveland, Ohio, involved in the coal mining, small appliance and specialty retail industries. Its subsidiaries include the North American Coal Corporation, Hamilton Beach Brands, and Kitchen Collection.
|Divisions||North American Coal Corporation, Hamilton Beach Brands, Kitchen Collection|
|Key people||Alfred M. Rankin, Jr. (Chairman, President and Chief Executive Officer)|
|Products||Lift trucks, small appliances, specialty retail, and mining|
|Headquarters||Cleveland, Ohio, United States|
|Operating income||US$174.1 million(FY 2011)|
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 Durables / Consumer Electronics / Appliances 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 NACCO Industries, 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 NACCO Industries, 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.
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We have estimated the Net Promoter Score of NACCO Industries, Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.