The Vanguard Group is an American investment management company based in Malvern, Pennsylvania with over $4 trillion in assets under management. It is the largest provider of mutual funds and the second-largest provider of exchange-traded funds in the world after BlackRock's iShares. In addition to mutual funds and ETFs, Vanguard offers brokerage services, variable and fixed annuities, educational account services, financial planning, asset management, and trust services. Several mutual funds managed by Vanguard are ranked at the top of the list of US mutual funds by assets under management.
Founder and former chairman John C. Bogle is credited with the creation of the first index fund available to individual investors and has been a proponent of and a major enabler of low-cost investing by individuals.
Vanguard is structured as a mutual company; it is owned by funds managed by the company, and is therefore owned by its customers.
Vanguard offers two classes of most of its funds: investor shares and admiral shares. Admiral shares have slightly lower expense ratios but require a higher minimum investment, between $10,000 and $100,000 per fund.
|Products||Mutual funds Exchange-traded funds Brokerage Asset management|
|Founded||May 1, 1975; 42 years ago (May 1, 1975)|
|Key people||F. William McNabb III, Chairman & CEO|
|Number of employees||More than 15,000 (2017)|
|Total assets||$1.860 trillion (2017)|
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 Financial Services / Brokerage and investments is 51.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Vanguard 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 Vanguard 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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