TNT Express is an international courier delivery services company, now a subsidiary of FedEx but originally with headquarters in Hoofddorp, Netherlands. The firm has fully owned operations in 61 countries and delivers documents, parcels and pieces of freight to over 200 countries. The company recorded sales of €6.91 billion in 2015. Its major competitors include United Parcel Service and DHL. TNT's competitor FedEx reached an agreement to buy the company in April 2015, which was completed on 25 May 2016.
|Founded||May 26, 2011; 5 years ago (2011-05-26) as a standalone company 1946 in Australia as Thomas Nationwide Transport|
|Key people||David Binks (CEO), Bert Nappier (CFO), Mark Allen (SVP Legal)|
|Headquarters||Hoofddorp, Haarlemmermeer, North Holland, Netherlands|
|Services||Express and freight delivery services|
|Revenue||€6.91 billion (2015)|
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 Logistics / Delivery/postal services 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 TNT Express Indonesia 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 TNT Express Indonesia 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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