Estimated Net Promoter Score is
Sears, Roebuck & Company, also known simply as Sears, is an American chain of department stores founded by Richard Warren Sears and Alvah Curtis Roebuck in 1886. Formerly based at the Sears Tower in Chicago and currently headquartered in Hoffman Estates, Illinois, it began as a mail ordering catalog company and began opening retail locations in 1925. The company was bought by the American big box chain Kmart in 2005, which had just emerged from bankruptcy at the time and renamed itself Sears Holdings upon completion of the merger. In terms of domestic revenue, Sears was the largest retailer in the United States until October 1989, when Walmart surpassed the record. It is currently the fifth-largest American department store company by sales as of October 2013, and the twelfth-largest retailer in the country overall. Sears operates divisions in Canada and Mexico, as well as several other subsidiaries within its brand.
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 Specialty Retailers: Other 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 Sears Hometown & Outlet Stores 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 Sears Hometown & Outlet Stores 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 Sears Hometown & Outlet Stores based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.