Watsco, Inc. is the largest distributor of air conditioning, heating and refrigeration equipment and related parts and supplies in the United States. Watsco was founded more than 60 years ago as a manufacturer of parts, components and tools used in the HVAC/R industry. Under the leadership of its current CEO, Albert H. Nahmad, from 1973 to 1988 Watsco grew from US$5 million in revenues to US$25 million. In 1989, the company shifted its focus from manufacturing to distribution by acquiring Gemaire Distributors Inc., a South Florida-based Rheem distributor. By 1997, Watsco added other OEMs to the mix and moved into commercial refrigeration as a result of the acquisition of Baker Distributing Company. Watsco divested its manufacturing business in 1998, selling it to International Comfort Products Corporation, now part of Carrier Corporation. Revenues increased from US$64.1 million in 1989 to US$4.2 billion in 2016 via a strategy of acquiring companies with established market position and subsequently building revenues and profit through a combination of adding locations, products, services and other initiatives.
|Traded as||NYSE: WSO NYSE: WSO.B S&P 400 Component|
|Revenue||US$4.2 billion (2016)|
|Headquarters||Miami, Florida, US|
|Number of employees||5,050 (12/31/16)|
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 Wholesalers: Diversified 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 Watsco 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 Watsco 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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We have estimated the Net Promoter Score of Watsco based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.