NPS Intelligence (beta)

Wayfair highlighted that verified items drive 20% higher Net Promoter Scores and improved repeat purchases.

This enhances the customer order-to-delivery experience and results in higher customer NPS. Suppliers enjoy the benefits they get from participating in the CastleGate network, and one piece of feedback we've heard over the years is they desire to take…

Wayfair reported a customer Net Promoter Score over 70% since opening.

Compared to items fulfilled by third-party logistics providers, CastleGate fulfilled items see order to delivery dates nearly halved, return rate percentage down by about a fifth, lower rates of incidence, and higher NPS.

We're also proud of our satisfaction scores for the brand, best measured by Net Promoter Score now at all-time highs. Taking a higher-level view, the steady traction we have been building in this brand since its launch in late 2017 through today, is a…

Customer feedback also speak increase satisfaction with NPS scores up meaningfully year-over-year and brand surveys highlighting our seamless experience and unparalleled selection.

Specialized customer service representatives dedicated to B2B handle the vast majority of calls from Wayfair Professional customers, leading to lower average handle time despite additional complexity, as well as the higher NPS.

And what we're seeing from their Net Promoter Scores and their repeat behavior, we think they've been very pleasantly surprised with the selection and the convenience and we think that a portion of their spend in the future will remain online.

Perigold’s Net Promoter Score continues to trend higher as we iterate and improve how to best serve these customers over time. Our marketing philosophy for all of our brands is deeply rooted in quantitative returns oriented approach.

…see that the improved service level we can offer as a result of these investments is resonating with customers with Net Promoter Scores in regions where we have taken over control of last-mile home deliveries now being approximately 25% higher on…

When we've done look-backs and what we've found is that Net Promoter Score is correlated to lifetime value and repeat growth. So we use Net Promoter Score as sort of a near-time measure of that, and we use kind of 3- and 7-, 14-day repeat rate as…

…did three years ago when we started investing in our logistics initiatives, CastleGate and WDN, we added the people and investment first in anticipation of driving clear customer benefits that then payback in higher NPS repeat rate and lifetime value.

We’re excited to see early positive results from the 12 cities where we have taken over control of last mile home deliveries from third party operators with customer net promoter scores in those cities increasing by about 20% on average.

On the revenue side, these networks also increase sales conversion by enabling fast delivery speeds and materially increasing customer satisfaction and NPS with large parcel deliveries.

We direct the routes that the trucks take and have a feedback loop and incentive that drive behavior consistent with our brand including bonuses based on the NPS score provide by the customer after they receive their delivery.

We know this drives customer purchase decisions, higher NPS scores, repeat behavior, and in turn higher customer lifetime value. As the network comes online, there are short-term incremental costs that way on our P&L in both gross margin and OpEx,…

Wayfair's expansion of Wayfair Rewards across the US, Canada, and UK is expected to drive repeat purchases and customer retention.