2018 NPS® & CX Benchmarks

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Electrocomponents plc

Company Type: B2B

Company Size: Large

NPS

(9 points )

Electrocomponents PLC is a British-based distributor of electronics, automation and control components, engineering tools and consumables. The company recently announced results for the first half ended 30 September 2018. Electrocomponents' Net Promoter Score rose by 9 points to 53, signifying best-in-class customer experience.

NPS Benchmarks Certified

Yes

Feedback Collection Method

N/A

Net Promoter Type

Relationship

Response Rate

N/A

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Electrocomponents plc News

Date

Update Description

Score Change

Link

11/15/17

Electrocomponents has reported that its rolling 12-month net promoter score rose by 8.4% to 43.8, which the board said demonstrated “improved” customer satisfaction.

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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About NPSBenchmarks.com

NPSBenchmarks.com collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.