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Net Promoter Industry Report 2009- Online Shopping B2C

Published by: Satmetrix Systems, Inc.

Published: Mar. 30, 2009 - 23 Pages


Table of Contents


1. INDUSTRY DATA

1.1. Net Promoter Industry Data: Overview

1.2. Net Promoter Scores by Company - Highest to Lowest

1.3. % Detractors, Passives, Promoters by Company - Highest to Lowest by NPS

1.4. % Detractors, Passives, Promoters by Company - Highest to Lowest by Promoters

1.5. % Detractors, Passives, Promoters by Company - Highest to Lowest by Passive

1.6. % Detractors, Passives, Promoters by Company - Highest to Lowest by Detractors

2. INDIVIDUAL COMPANY DATA

Amazon.com

Barnes & Noble (bn.com)

BestBuy.com

Costco.com

eBay

Expedia

Google Shopping

Overstock.com

Target.com

Travelocity

Walmart.com

3. APPENDIX

3.1. Data Collection Period

3.2. Data Collection Methodology

3.3. Internal vs. External Net Promoter Data Collection

3.4. Netpromoter.com

3.5. Satmetrix

4. LEGAL NOTICES AND POLICIES

4.1. Trademarks

4.2. Copy of License Agreement

Abstract

Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience for the following 11 online shopping websites, based on responses from U.S. consumers: Amazon.com, Barnes & Noble (bn.com), Best Buy, Costco.com, eBay, Expedia, Google Shopping, Overstock.com, Target.com, Travelocity, and Walmart.com. The online shopping sector consistently achieves among the highest average Net Promoter Scores when compared with other industries groupings. Within the sector, Amazon.com led with an NPS of 74 percent, but was followed closely by Costco.com. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year.

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