Starbucks Corporation is an American coffee company and coffeehouse chain. Starbucks was founded in Seattle, Washington in 1971. As of November 2016, it operates 23,768 locations worldwide, including 13,107.
Starbucks is considered the main representative of "second wave coffee", initially distinguishing itself from other coffee-serving venues in the US by taste, quality, and customer experience while popularizing darkly roasted coffee. Since the 2000s, third wave coffee makers have targeted quality-minded coffee drinkers with hand-made coffee based on lighter roasts, while Starbucks nowadays uses automated espresso machines for efficiency and safety reasons.
Starbucks locations serve hot and cold drinks, whole-bean coffee, microground instant coffee known as VIA, espresso, caffe latte, full- and loose-leaf teas including Teavana tea products, Evolution Fresh juices, Frappuccino beverages, La Boulange pastries, and snacks including items such as chips and crackers; some offerings are seasonal or specific to the locality of the store. Many stores sell pre-packaged food items, hot and cold sandwiches, and drinkware including mugs and tumblers; select "Starbucks Evenings" locations offer beer, wine, and appetizers. Starbucks-brand coffee, ice cream, and bottled cold coffee drinks are also sold at grocery stores.
| Subsidiaries | Starbucks Coffee Company Ethos Water Evolution Fresh Hear Music La Boulange Bakery Seattle's Best Coffee Tazo Teavana Torrefazione Italia |
|---|---|
| Founded | March 31, 1971; 46 years ago (1971-03-31) Pike Place Market, Elliott Bay, Seattle, Washington, U.S. |
| Traded as | NASDAQ: SBUX NASDAQ-100 Component S&P 100 Component S&P 500 Component |
| Key people | Howard Schultz (Executive Chairman) Kevin Johnson (President and CEO) |
| Products | Coffee beverages smoothies tea baked goods sandwiches |
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 / Fast Food is 40.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Starbucks 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 Starbucks 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.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| Starbucks | 77 |
| Pizza Hut | 78 |
| KFC | 14 |
| McDonald's | -8 |
| Score | Date | Source |
|---|---|---|
|
77
|
2015-03-16 | https://experiencematters.wordpress.com/2015/03/16/chick-fil-a-and-papa-johns-leads-fast-food-in-customer-experience/ |
|
23
|
2013-04-01 | http://wordofmouthindex.com/womi-scores/top-100-brands/ |
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