Koninklijke Philips N.V. is a Dutch technology company headquartered in Amsterdam with primary divisions focused in the areas of electronics, healthcare and lighting. It was founded in Eindhoven in 1891, by Gerard Philips and his father Frederik. It is one of the largest electronics companies in the world and employs around 105,000 people across more than 60 countries.
Philips is organized into three main divisions: Philips Consumer Lifestyle and Philips Lighting. As of 2012, Philips was the largest manufacturer of lighting in the world measured by applicable revenues. In 2013, the company announced the sale of the bulk of its remaining consumer electronics operations to Japan's Funai Electric Co, but in October 2013, the deal to Funai Electric Co was broken off and the consumer electronics operations remain under Philips. Philips said it would seek damages for breach of contract in the US$200-million sale. In April 2016, the International Court of Arbitration ruled in favour of Philips, awarding compensation of €135 million in the process.
|Founded||15 May 1891; 125 years ago (1891-05-15) Eindhoven, Netherlands|
|Divisions||Philips Consumer Lifestyle Philips Healthcare Philips Lighting|
|Products||Home appliances Lighting Medical equipment Audio equipment|
|Key people||Jeroen van der Veer (Chairman) Frans van Houten (CEO)|
|Industry||Consumer electronics Lighting Healthcare|
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 Consumer Brands / Electronics is 45.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Philips 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 Philips 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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