Sainsbury's is the second largest chain of supermarkets in the United Kingdom, with a 16.9% share of the supermarket sector in the United Kingdom. Founded in 1869, by John James Sainsbury with a shop in Drury Lane, London, the company became the largest grocery retailer in 1922, was an early adopter of self-service retailing in the United Kingdom, and had its heyday during the 1980s. In 1995, Tesco overtook Sainsbury's to become the market leader, and Asda became the second largest in 2003, demoting Sainsbury's to third place for most of the subsequent period until January 2014, when Sainsbury's regained second place.
The holding company, J Sainsbury plc, is split into three divisions: Sainsbury's Supermarkets Ltd, Sainsbury's Bank and Sainsbury's Argos. The group's head office is in the Sainsbury's Store Support Centre in Holborn Circus, City of London. The group also has interests in property.
As of May 2011, the largest Sainsbury family shareholders are Lord Sainsbury of Turville with 4.99%, with Judith Portrait the trustee of various Sainsbury settlements and charitable trusts holding 3.92%. The largest overall shareholder is the sovereign wealth fund of Qatar, the Qatar Investment Authority, who hold 25.999% of the company. It is listed on the London Stock Exchange and is a constituent of the FTSE 100 Index.
|Subsidiaries||Sainsbury's Bank Plc Sainsbury's Supermarkets Ltd. Sainsbury's Convenience Stores Ltd. Home Retail Group Argos Habitat|
|Owner||Judith Portrait (3.92%) Lord Sainsbury (4.99%) Sainsbury family (15%) Qatar Investment (25.999%)|
|Products||Convenience/forecourt store, hypermarket/supercenter/superstore, supermarket|
|Key people||David Tyler (Chairman) Mike Coupe (Chief Executive Officer)|
|Founded||1869; 148 years ago (1869) Holborn, London, United Kingdom|
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 / 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 Sainsburys 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 Sainsburys 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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