Wolseley PLC is a multinational building materials distribution company headquartered in Zug, Switzerland. It is the world's largest heating and plumbing distributor to the professional market and has approximately 47,000 employees across 25 countries. Its brands include Ferguson, Pipe Centre, Plumb & Parts Centre and Wolseley. Wolseley is listed on the London Stock Exchange and is a constituent of the FTSE 100 Index.
|Key people||Gareth Davis (Chairman) John Martin (CEO)|
|Founded||1887; 130 years ago (1887) (London)|
|Headquarters||Theale, Nr. Reading, United Kingdom|
|Revenue||£14,430 million (2016)|
|Operating income||£769 million (2016)|
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 Manufacturing is 52.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Wolseley PLC 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 Wolseley PLC 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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