14
NPS
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Arch Coal
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About Arch Coal's Brand
Arch Coal, Inc. (NYSE:ACI) is one of the largest coal producers and marketers in the world
Brand at a Glance
68%
Customer Loyalty
3.9/5
Product Quality
3.4/5
Pricing
3.5/5
Customer Service
Arch Coal NPS
Arch Coal's Net Promoter Score (NPS) is a 14 with 57% Promoters, 0% Passives, and 43% Detractors. Net Promoter Score tracks whether Arch Coal's customers would recommend using the product based on a scale of -100 to 100.
Arch Coal Overall NPS
| 57% | Promoters |
|---|---|
| 0% | Passives |
| 43% | Detractors |
Arch Coal NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2021 -100 | Sep 2021 | -100 |
Jan 2023 0 | Jan 2023 | 0 |
Feb 2024 -33 | Feb 2024 | -33 |
Jul 2024 -20 | Jul 2024 | -20 |
Sep 2024 0 | Sep 2024 | 0 |
Dec 2024 15 | Dec 2024 | 15 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Arch Coal Customer Loyalty
68%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
68% of Arch Coal users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Arch Coal Product Quality
3.9/5
Arch Coal has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
Sign Up to unlock Arch Coal's overall Product Quality score rated by its users and customers.
Arch Coal Product Information
Arch Coal’s product quality score is a 3.9 out of 5 as rated by its users and customers.
- Website
- http://www.archcoal.com/
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Ecommerce and Marketplaces
Energy
Hardware and Devices
Marketplaces
Arch Coal Pricing
Arch Coal ROI & Value For Money
3.4/5
Arch Coal has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
Sign Up to unlock Arch Coal's overall ROI score rated by its users and customers.
Arch Coal Customer Satisfaction (CSAT)
Arch Coal Customer Satisfaction (CSAT) Score
50 / 100
Arch Coal has an overall Customer Satisfaction score of 50 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
17%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Arch Coal Customer Service
3.5/5
Arch Coal has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About Arch Coal's Customer Service
Address
Suite 300, Saint Louis, MO
Website
http://www.archcoal.com/
Phone Number
314-994-2700
Arch Coal as an Employer
3.8/5
Arch Coal has a 3.8/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Arch Coal scored a 14 for Net Promoter Score and a 33 for Employee Net Promoter Score. NPS gauges how likely a customer of Arch Coal would recommend the brand to a friend. ENPS measures how likely Arch Coal employees would recommend working at Arch Coal to a friend.
Net Promoter Score
14
NPS Score
| 57% | Promoters |
|---|---|
| 0% | Passive |
| 43% | Detractors |
Employee Net Promoter Score
33
eNPS Score
| 60% | Promoters |
|---|---|
| 13% | Passive |
| 27% | Detractors |
