ForeSee, an Ann Arbor-based pioneer of Voice of Customer solutions, which works to measure and improve customer experiences, Thursday released its Net Promoter Score Report for 50 top retailers. The report is the only free and publicly available NPS ranking of its kind.
Retailers in the top five include Costco, Tractor Supply Co., Kohl’s, Amazon, and Lowe’s. They have a NPS ranking of double the average for others in the report.
The report is based on survey data from more than 40,000 shoppers across store, web, and mobile shopping experiences. It provides NPS and rankings of top global, non-grocery retailers by revenue. The NPS provided an omnichannel score comprised of each retailer’s respondents across three channels that include store, web, and mobile. This is the third installment in the ForeSee Experience Index: 2018 Retail Edition.
“The NPS metric is widely recognized and valued as a key performance indicator (KPI) by executives across all industries. We’re excited to share this report as a benchmark to help retailers calibrate their own customer experience efforts,” says Eric Feinberg, chief evangelist for ForeSee. “We think there is an incredible opportunity for NPS to drive actionable business insights for retailers when the metric is part of a strategic CX measurement program.”
Shoppers move between channels to research, browse, and buy products. NPS broke out the data at the channel level. Specialty and membership-based retailers did well in the channel rankings because of their emphasis on building a memorable and personalized customer experience.
Apple, Costco, Tractor Supply Co., Neiman Marcus, and Kohl’s were top-ranking retailers by store, while top websites included Tractor Supply Co., Neiman Marcus, Amazon, Kohl’s, and Nordstrom. The top mobile ranking included Neiman Marcus, Amazon, Williams-Sonoma, Dillard’s, and Petco.
Click here to download the full report.