Williams-Sonoma, Inc., is an American publicly traded consumer retail company that sells kitchenwares and home furnishings. It is headquartered in San Francisco, California, United States. It is one of the largest e-commerce retailers in the U.S., and one of the biggest multi-channel specialty retailers in the world.
Founded in 1956, Williams-Sonoma Inc. operates more than 600 retail stores internationally under a portfolio of brands including Pottery Barn, Pottery Barn Kids, PBteen, Williams-Sonoma, Williams-Sonoma Home, West Elm, Mark and Graham, and Rejuvenation. Williams-Sonoma Inc. also operates through eight corresponding websites and gift registries.
|Key people||Laura Alber, CEO Julie Whalen, CFO Patrick J. Connolly, Director, Executive Vice President and Chief Strategy and Business Development Officer Dean A. Miller, COO and Executive Vice President|
|Headquarters||3250 Van Ness Avenue San Francisco, California, U.S.|
|Products||Home furnishings, Specialty cookware|
|Founded||1956 in Sonoma, California, U.S.|
|Traded as||NYSE: WSM S&P 400 Component|
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: Other 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 Williams-Sonoma 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 Williams-Sonoma 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 Williams-Sonoma based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.