Ocado is a British online supermarket. In contrast to its main competitors, the company has no chain of stores and does all home deliveries from its warehouses. Ocado has been voted the best online supermarket in the UK by Which? readers every year since 2010. The company was floated on the London Stock Exchange on 21 July 2010 and is currently a member of the FTSE 250 Index.
|Area served||South East England, Midlands, North West England, the South Coast of England and most of Yorkshire, South West England and South Wales|
|Founder||Jonathan Faiman Jason Gissing Tim Steiner|
|Key people||Stuart Rose, Chairman Tim Steiner, CEO|
|Founded||April 2000; 17 years ago (2000-04)|
|Headquarters||Hatfield, Hertfordshire, U.K.|
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 Ocado 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 Ocado 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.
|Virgin Media||Telecommunications / Cable/TV service||-6|
|NatWest Business Banking||Financial Services / Banking||-6|
|BBC||Media / Cable/TV service||-5|
|Sky||Telecommunications / Cable/TV service||-5|
|Time Warner||Telecommunications / Cable/TV service||-5|
|Time Warner Cable||Telecommunications / Cable/TV service||-5|
|Ocado||Consumer Brands / Grocery||-4|
|Comcast||Consumer Brands / Car Manufacturers||-3|
|Telfort||Telecommunications / Wireless Carrier||-3|
|CIGNA||Insurance / Health and Life Insurance||-1|