Philip Morris International Inc.
pmi.com ↗In their words
“ILUMA delivers a superior consumer experience as evidenced by net promoter scores which on average increased by more than 10 points across its different market archetypes and higher conversion rate compared to IQOS.”
“We see the customer Net Promoter Score improving in the countries. So that is obviously bringing more momentum in the country where we are launching ILUMA.”
“Moreover, the enhanced and consistently high quality user experience, better reliability and no need for cleaning has led to significant observed increases in conversion rates, retention rates and Net Promoter Score.”
NPS disclosures (8)
…Nicotine Users Focus on Brand Building Results in Strong Consumer KPIs 98 Meaningful Difference Index(a), ‘24 56.4 IQOS Brand NPS (c) 158 +54 vs closest SFP competitor engraving Limited edition packs Device customization Together X event IQOS ILUMA i…
…switched to IQOS (b) Brand Equity Advisor survey 2022 in 22 IQOS markets where competitive products have meaningful presence (c) Net Promoter Score survey in 37 IQOS markets (d) Legal age user estimation by Q2 2023 Source: PMI Financials or estimates;
ILUMA delivers a superior consumer experience as evidenced by net promoter scores which on average increased by more than 10 points across its different market archetypes and higher conversion rate compared to IQOS.
We see the customer Net Promoter Score improving in the countries. So that is obviously bringing more momentum in the country where we are launching ILUMA.
Moreover, the enhanced and consistently high quality user experience, better reliability and no need for cleaning has led to significant observed increases in conversion rates, retention rates and Net Promoter Score.
Moreover, the enhanced and consistently high quality user experience, better reliability and no need for cleaning has led to significant observed increases in conversion rates, retention rates and Net Promoter Score.
Consumer feedback has also been very positive with mid-teens increases in the Net Promoter Score (NPS). Following this success, we plan to launch in our second market of Switzerland next month and look forward to additional major launches in 2022 when…
And if you look at more to use Net Promoter Scores, we have improved also significantly the Net Promoter Score of IQOS in Japan, in particular, and in other places.
Retention disclosures (0)
No retention figures yet.
Lighthouse companies in Consumer goods & food
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.