Norfolk Southern logo Norfolk Southern Net Promoter Score 2018 Benchmarks

Estimated Net Promoter Score is

-8

The Norfolk Southern Railway is a Class I railroad in the United States. With headquarters in Norfolk, Virginia, the company operates 36,200 route miles in 22 eastern states, the District of Columbia, and has rights in Canada from Buffalo to Toronto and over the Albany to Montreal route.[dubious – discuss] NS is responsible for maintaining 29,000 miles, with the remainder being operated under trackage rights from other parties responsible for maintenance. The common commodity hauled on the railroad is coal from mines in Indiana, Kentucky, Pennsylvania, Tennessee, Virginia, and West Virginia. The railroad also offers the largest intermodal network in eastern North America.

NS is a major transporter of domestic and export coal. The railroad's major sources of the mineral are located in: Pennsylvania's Cambria and Indiana counties, as well as the Monongahela Valley; West Virginia; and the Appalachia regions of Virginia, Kentucky, and Tennessee. In Pennsylvania, NS also receives coal through interchange with R.J. Corman Railroad/Pennsylvania Lines at Cresson, Pennsylvania, originating in the "Clearfield Cluster". NS's export of West Virginia bituminous coal begins transport on portions of the well-engineered former Virginian Railway and the former N&W double-tracked line in Eastern Virginia to its Lambert's Point coal pier on Hampton Roads at Norfolk. Coal transported by NS is thus exported to steel mills and power plants around the world. The company is also a major transporter of auto parts and completed vehicles. It operates intermodal container and TOFC trains, some in conjunction with other railroads. NS was the first railway to employ roadrailers, which are highway truck trailers with interchangeable wheel sets.

Quick facts about Norfolk Southern

Total assets US$ 32.483 billion (2013) US$ 30.342 billion (2012)
Founded Norfolk, Virginia, USA (July 23, 1980 (1980-07-23))
Revenue US$ 11.245 billion (2013) US$ 11.04 billion (2012)
Operating income US$ 3.257 billion (2013) US$ 3.124 billion (2012)
Total equity US$ 11.289 billion (2013) US$ 9.76 billion (2012)

Net Promoter Score for Top Brands compared with Norfolk Southern

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.

Learn more about NPS

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 Railroads is 0.



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How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If Norfolk Southern 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 Norfolk Southern 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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Other companies with Net Promoter Score similar to Norfolk Southern

We have estimated the Net Promoter Score of Norfolk Southern 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.