Estimated Net Promoter Score is
The Priceline Group is an American-based provider of travel and related online services to consumers and local partners through six primary brands: Booking.com, Priceline.com, agoda.com, KAYAK, Rentalcars.com and OpenTable. Collectively The Priceline Group operates in over 200 countries and territories in over 40 languages. It made 86% of its bookings outside the United States in 2015 and is the biggest online travel agency worldwide.
Formerly known as Priceline.com LLC, the company was officially renamed in April 2014 to reflect its evolution to a company with multiple independently-operated brands. Booking.com is the company's "main platform".
In 2014, Darren Huston was named Chief Executive Officer of The Priceline Group, a role previously held by Jeff Boyd. On April 28, 2016, Huston was forced to resign following an extramarital affair. Boyd was named the Interim CEO. Glenn D. Fogel was named Chief Executive Officer and President effective January 1st, 2017
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 Internet Services and Retailing 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 Priceline Group 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 Priceline Group 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 Priceline Group based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.