Navient is a U.S. corporation based in Wilmington, Delaware, whose operations include servicing and collecting on student loans. Managing nearly $300 billion in student loans for more than 12 million customers, the company was formed in 2014 by the split of Sallie Mae into two distinct entities, Sallie Mae Bank and Navient. Navient employs 6,000 individuals at offices across the U.S.
|Key people||John (Jack) F. Remondi (President and CEO) John Kane (Chief Operating Officer) Somsak Chivavibul (Chief Financial Officer) Tim Hynes (Chief Risk Officer) Andy Beamon (Chief Business Development Officer) Steve Hauber (Chief Audit Officer) Pat Lawicki (Chief Information Officer) Sheila Ryan-Macie (Chief of Staff) Jerry Maher (Senior Vice President)|
|Traded as||NASDAQ: NAVI S&P 500 Component|
|Headquarters||Wilmington, Delaware, U.S.|
|Total assets||$146.4 billion (2015)|
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 Diversified Financials 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 Navient 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 Navient 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 Navient based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.