SAS Institute, which helps access, manage, analyze and report on data to aid in decision-making. The company is the world's largest privately held software business and its software is used by most of the Fortune 500.
SAS has developed a model workplace environment and benefits program designed to retain employees, allow them to focus on their work, and reduce operating costs. It provides on-site, subsidized or free healthcare, gyms, daycare and life counseling services.
SAS Institute started as a project at North Carolina State University to create a statistical analysis system that was originally used primarily by agricultural departments at universities in the late 1960s. It became an independent, private business led by current CEO James Goodnight and three other project leaders from the university in 1976. SAS grew from $10 million in revenues in 1980 to $1.1 billion by 2000. A larger proportion of these revenues are spent on research and development than at most other software companies, at one point more than double the industry average.
|Key people||James Goodnight, CEO and Co-founder John Sall, Co-founder and Executive Vice President|
|Founder||Anthony James Barr James Goodnight John Sall Jane Helwig|
|Founded||July 1, 1976; 40 years ago (1976-07-01)|
|Headquarters||Cary, North Carolina, U.S.|
|Revenue||$3.20 billion US$ (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.
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 Technology / Software is 58.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If SAS Institute 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 SAS Institute 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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