Estimated Net Promoter Score is
United Rentals, Inc. NYSE: URI) is the largest equipment rental company in North America, with over 880 rental locations throughout the United States and Canada. The company was founded in 1997 by Bradley Jacobs and seven others, and its customer base includes construction and industrial companies, utilities, municipalities, and homeowners. In addition to equipment rentals, the company offers new and used equipment sales, safety training, and 24/7 equipment service support.
United Rentals is headed up by Michael J. Kneeland. Total annual revenue in 2008 was $3.3 billion, including $2.5 billion in equipment rental revenue. Total revenue in 2013 was just shy of $5 billion. United Rentals holds about a 13 percent share of construction and industrial equipment rentals in North America. Having the largest fleet of rental equipment in the world, United Rentals employs more than 12,000 employees, servicing over 300 metropolitan areas, 49 states, and ten Canadian provinces.
The company has five main divisions: General Rentals & Aerial, Power & HVAC, Trench Safety, Industrial Tool Solutions, and Pump Solutions. While the general rental branches are the most prolific and yielding for the company, the other divisions are increasingly a larger portion of United's revenue.
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.
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 / Diversified Commercial Services 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 United Rentals, Inc. 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 United Rentals, Inc. 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 United Rentals, Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.