Overstock.com
overstock.com ↗In their words
“Yes, our net promoter score on customer satisfaction is up -- it's extraordinary. It's like 72% the last day I happened to check two days ago.”
“Overstock.com management confirmed continued focus on improvement of customer experience and attraction and retention efforts.”
“Overstock.com reported skyrocketing customer retention alongside a doubling of sales volumes and tripling of new customers.”
NPS disclosures (12)
We believe our net promoter score (NPS), repeat purchase rates and conversion will improve as we better optimize the mix of offers and clarify the pricing and discounting experience.
We believe our net promoter score (NPS), repeat purchase rates and conversion will improve as we better optimize the mix of offers and clarify the pricing and discounting experience.
We believe our net promoter score (NPS), repeat purchase rates and conversion will improve as we better optimize the mix of offers and clarify the pricing and discounting experience.
We believe our net promoter score (NPS), repeat purchase rates and conversion will improve as we better optimize the mix of offers and clarify the pricing and discounting experience.
Yes, our net promoter score on customer satisfaction is up -- it's extraordinary. It's like 72% the last day I happened to check two days ago.
Customer service net promoter score still stayed very high. This is the next slide.
…/ Average Inventory 2008 2010 2009 12 Annualized GMROI* *GMROI (annualized) = TTM GM% * (TTM Revenue / Average Inventory) 2008 2010 2009 13 Customer Service Net Promoter Score 2007 2009 *As defined in The Ultimate Question, by Fred Reichheld, page 20.
We lavish them with customer service and this score has gotten, we’re almost an NPS Superstar just on the score of people who have already had a problem and called, and we still see ways that this can keep— improvements we can make here.
We believe these improvements have improved the overall customer shopping experience, and believe that this is evidenced by our continued high reported Net Promoter Score (“NPS”).
We believe these improvements have improved the overall customer shopping experience, and believe that this is evidenced by our continued high reported Net Promoter Score (“NPS”).
Two last comments: (1) Our NPS scores stayed high during Q4; our customers remain fanatics about us. (2) The poorly implemented system upgrades that caused so much trouble last year hummed through this Q4, like well oiled machines, and I couldn’t be…
Most of these projects were completed ahead of schedule and, as a result, customer satisfaction rebounded beautifully— based on our Net Promoter Score we have surpassed our previous levels of customer satisfaction (as we just announced, a recent…
Retention disclosures (2)
Overstock.com management confirmed continued focus on improvement of customer experience and attraction and retention efforts.
Overstock.com reported skyrocketing customer retention alongside a doubling of sales volumes and tripling of new customers.
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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.