National Vision Holdings, Inc.
eye.com ↗In their words
“As we continue to take pricing actions, we're being mindful of our customers' response by measuring KPIs around conversion and NPS, both of which remain healthy.”
“In this quarter, we saw our Net Promoter Scores increase. A key to our success is how we deliver exceptional eye care and the strength of our doctor network.”
“Again, super proud of the fact that we're seeing ticket grow without degradation, not only in conversion but also in the NPS rate. So our customers are saying, guys, we appreciate what you're doing.”
NPS disclosures (12)
As we continue to take pricing actions, we're being mindful of our customers' response by measuring KPIs around conversion and NPS, both of which remain healthy.
In this quarter, we saw our Net Promoter Scores increase. A key to our success is how we deliver exceptional eye care and the strength of our doctor network.
Again, super proud of the fact that we're seeing ticket grow without degradation, not only in conversion but also in the NPS rate. So our customers are saying, guys, we appreciate what you're doing.
Our NPS for each of our brands remained at or near record-levels this year. With our 10K filing today, we’re pleased to share that the previously reported material weakness has been remediated.
Our overall NPS increased year-over-year again this quarter. This is a testament to the store level execution of our teams and their commitment to customer service every day, and in every store, one patient and one customer at a time.
Our overall NPS increased year-over-year with improvement at our growth and legacy brands. Adjusted EBITDA increased over 7% and adjusted net income improved nearly 4%.
Our overall NPS increased year-over-year with growth at our top four retail brands. We're pleased that S&P upgraded our debt rating to double BB minus, which will help to lower our borrowing costs.
In addition to our record NPS scores, Eyeglass World received well-deserved notice for America's Best customer service in an independent Newsweek survey of consumers.
Our Net Promoter Scores improved across all brands year-over-year. This is a testament to the focus and store-level execution of our teams every day and in every store, one patient and one customer at a time.
In the quarter, our Net Promoter Score improved on a consolidated basis, led by America's Best. We opened 25 stores during Q2 to end the quarter with 1,050 locations, or a 7.1% increase in store count over the second quarter last year.
And I think you can see that show up in the sales in the NPS and the overall performance.
In Q4, we posted record scores for the company and for the America's Best brand. We opened 17 stores in Q4, which resulted in 76 new stores open for the year, including our 1,000th store in October.
Retention disclosures (0)
No retention figures yet.
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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.