Walgreens, Wegmans and Costco are three winners, according to the 2014 Net Promoter Industry Benchmarks report from Satmetrix, a provider of cloud-based Net Promoter Software.
The reports rank more than 219 brands across 22 U.S. industry sectors, including financial services, insurance, technology, online services, and of course, retail.
Through a survey of more than 23,000 U.S. consumers in the U.S. who rated their experience with the primary brands they use, The Net Promoter Score is calculated as a percentage of customers who are promoters, rating the company 9 or 10 on a 0 to 10 point scale, minus the percentage who are detractors, rating 6 or lower.
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Brands also were rated based on a variety of aspects, such as product or service features, customer service and overall value. Retail-focused takeaways include:
- Walgreens (42 points) saw a massive leap from 2013 to 2014, moving from drug store/pharmacy laggard in 2013 to the leader in 2014. Last year’s front-runner, Walmart Pharmacy, fell to second place.
- In the grocery store/supermarket category, Wegmans (61 points) placed in first. While only four points separated the top four stores, Trader Joe’s, the leader for the past four years, fell to fourth place.
- For the fourth year in a row, Costco (82 points) ranked highest in the department/specialty stores category. They also rated Costco’s reputation highest in the category.
What are your thoughts? Think the retail winners are accurate?
