Estimated Net Promoter Score is
Urban Outfitters, Inc. is an American multinational clothing corporation headquartered in Philadelphia, Pennsylvania. It operates in the United States, Belgium, Canada, Denmark, France, Germany, Italy, Ireland, the Netherlands, Sweden, United Kingdom and Spain. Its inventory primarily consists of women's and men's fashion apparel, footwear, beauty and accessories, activewear and gear, and housewares, which largely draw from bohemian, hipster, ironically humorous, kitschy, retro, and vintage styles. Their targeted group is young adults aged 18 to 28. The company has additionally collaborated with designers and luxury brands on several occasions. Urban Outfitters manages five separate brands, including its namesake, Anthropologie, Free People, Terrain, and BHLDN; together, the brands operate over 400 retail locations worldwide. Today, it sells its product to approximately 1,400 specialty stores and select department stores. Other than that, merchandise is sold directly to customers through websites, mobile applications, catalogs and customer contact centers. As of January 31, 2015, total of 238 Urban Outfitters stores are operating, in which 179 are located in the United States, 16 are located in Canada and 43 are located in Europe.
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 Specialty Retailers: Apparel 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 Urban Outfitters 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 Urban Outfitters 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 Urban Outfitters based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.