Estimated Net Promoter Score is
Outerwall Inc. is an American company with a network of movie and video game rental kiosks as well as coin-cashing machines. The firm's original focus was the conversion of loose change into paper currency, donations and gift cards via coin counter kiosks. Outerwall operates Coinstar machines which deduct a fee for conversion of coins to banknotes, and Coinstar Exchange for gift cards. The company also owns the Redbox DVD rental service.
Outerwall's kiosks are in the front of stores. Outerwall has more than 60,000 kiosks including a variety of services in the US, UK, Ireland, Canada, Puerto Rico and Mexico.
Outerwall also produces machines that provide prepaid credit cards, cellular phone cards, tickets to concerts, and e-payment kiosks. It is also developing kiosks for pharmaceutical dispensing.
On July 2, 2013, Outerwall started trading on the NASDAQ as OUTR, changing its name from Coinstar.As of 2016, It now owned by Apollo
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 Specialty Retailers: Other 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 Outerwall 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 Outerwall 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 Outerwall based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.