Wegmans Food Markets, Inc. is a privately held American regional supermarket chain headquartered in Gates, New York, near Rochester. Wegmans has 92 stores in the mid-Atlantic and New England regions, in New York, Pennsylvania, New Jersey, Maryland, Massachusetts, and Virginia. Founded in 1916 in Rochester, Wegmans has appeared on Fortune's annual "100 Best Companies to Work For" list since the list first appeared in 1998, and has ranked among the top 10 for eight consecutive years. In 2017, the company celebrated 20 years on the list, and has been ranked #2, behind Google.
|Founded||1916; 101 years ago (1916) (as Rochester Fruit and Vegetable Company) Rochester, New York, U.S.|
|Key people||Colleen Wegman (Pres./CEO) Danny Wegman (Chairman)|
|Area served||Mid-Atlantic states, New England|
|Headquarters||Rochester, New York, U.S.|
|Founder||John and Walter Wegman|
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 Consumer Brands / Grocery is 24.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Wegmans 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 Wegmans 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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