Coles
coles.com.au ↗In their words
“Coles Liquor reported a significant improvement in customer Net Promoter Score alongside uplift in Flybuys engagement and swipe rates.”
“Coles processes approximately 20,000 customer responses weekly to calculate a consolidated net promoter score using GenAI.”
“Coles reports net promoter score decline during the year due to cost-of-living pressures on customers.”
NPS disclosures (8)
Coles Liquor reported a significant improvement in customer Net Promoter Score alongside uplift in Flybuys engagement and swipe rates.
Coles processes approximately 20,000 customer responses weekly to calculate a consolidated net promoter score using GenAI.
Coles reports net promoter score decline during the year due to cost-of-living pressures on customers.
Coles' customer satisfaction measured by NPS was negatively impacted by supply chain challenges in FY2022.
Coles leveraged its online community to improve trust and NPS during Covid.
NPS will be the metric used to measure customer advocacy
Coles is introducing a net promoter score metric to measure leadership team performance alongside online sales metrics.
Coles Group will transition to a single Net Promoter Score metric as a blended customer KPI.
Retention disclosures (0)
No retention figures yet.
Lighthouse companies in Retail & e-commerce
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.