Estimated Net Promoter Score is
The Phillips 66 Company is an American multinational energy company headquartered in Westchase, Houston, Texas. It debuted as an independent energy company when ConocoPhillips executed a spin-off of its downstream and midstream assets. Taking its name from the 1927 "Phillips 66" trademark of ConocoPhillips predecessor Phillips Petroleum Company, Phillips 66 began trading on the New York Stock Exchange on May 1, 2012, under the ticker PSX. The company is engaged in producing natural gas liquids and petrochemicals. The company has approximately 14,000 employees worldwide and is active in more than 65 countries. Phillips 66 is ranked No. 30 on the Fortune 500 list and No. 74 on the Fortune Global 500 list as of 2016.
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 Petroleum Refining 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 Phillips 66 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 Phillips 66 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 Phillips 66 based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.