Signet
signetjewelers.com ↗In their words
“We are currently modelling an approximately 30% sales retention rate”
“Our digital net promoter score, or NPS, is now at an all-time high, having grown three points over the last quarter and nine points, compared to this time last year, and 96% of promoters say they will shop with us again.”
“Repair growth reflects increasing NPS scores, driven by faster turnaround time, team training and new digital tracking visibility. Further, in the second quarter, we launched several new services based on our consumer research, these included appraisal…”
NPS disclosures (18)
We have achieved our highest Net Promoter Scores to date in both the store and digital shopping journey, well above industry benchmarks. Store and brand operations As noted above, the Company operates nine brands in North America and two brands in the…
…Signet introduced a Voice of the Customer program using the Net Promoter System during Fiscal 2019. This was part of the Company's Path to Brilliance transformation plan and customer-first initiatives.
Our digital net promoter score, or NPS, is now at an all-time high, having grown three points over the last quarter and nine points, compared to this time last year, and 96% of promoters say they will shop with us again.
The Company's four-plus years of digital investments have yielded a NPS of 74 in Fiscal 2023, a 5 point improvement from the prior year and up 10 points versus Fiscal 2020.
Repair growth reflects increasing NPS scores, driven by faster turnaround time, team training and new digital tracking visibility. Further, in the second quarter, we launched several new services based on our consumer research, these included appraisal…
Our Q1 NPS score for repair improved 4 points to last year, with our strongest improvement in time to complete and strongest overall rating in quality.
…geographic business expansion, acquisition goals, etc.) · TSR · Volume/orders/transactions · Market share · Net promoter score · Working Capital Individual Goals · Diversity · Expense Management · Environmental/sustainability · Employee…
In Fiscal 2019, Signet implemented a multi-phase Voice of the Customer program utilizing the Net Promoter System as a component of its Path to Brilliance transformation plan and customer first initiatives.
In addition, Signet believes investments in data analytics and consumer insights including a system to track customer net promoter score, Signet’s “Voice of Customer” program, will allow it to better service customers.
In repair, we have seen steady improvements in our net promoter score this fiscal year, we've added special events marketing support and website updates to drive customer awareness of our enhanced repair services offering.
Signet improved its repair net promoter score over the last four quarters while increasing customer demand for repair services.
These efforts have resulted in steady quarter-on-quarter improvement and our repair net promoter score over the last four quarters. We have begun implementing website updates, marketing, in-store signage and special events to drive customer awareness…
During the first quarter of fiscal 2012, each North America banner reached its highest net promoter score since the inception of the program.
In addition, we believe investments in data analytics and consumer insights including a system to track customer net promoter score, Signet’s “Voice of Customer” program, will allow us to better service our customers.
Our Voice of the Customer net promoter score initiative is now live in all key North America banners measuring both in-store and online customer experiences.
Additionally, our customer experience team recently began launching a net promoter score initiative to track customer experience performance and synthesize feedback into actionable insights.
In addition, investments in data analytics and consumer insights including a system to track customer net promoter score should allow us to better service our customers.
Signet has launched an Innovation Engine and is investing further in data analytics and consumer insights, including a system to track customer net promoter score.
Retention disclosures (2)
Signet Jewelers' Lisa Walker shares the retailer's methods for creating personalized experiences that drive customer retention.
Retention rate (store closures): 30% — “we are currently modelling an approximately 30% sales retention rate”
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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.