34
NPS
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World Book
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About World Book's Brand
World Book is an online retailer for a variety of different books and encyclopedias.
Brand at a Glance
100%
Customer Loyalty
2.2/5
Product Quality
5/5
Pricing
5/5
Customer Service
World Book NPS
World Book's Net Promoter Score (NPS) is a 34 with 67% Promoters, 0% Passives, and 33% Detractors. Net Promoter Score tracks whether World Book's customers would recommend using the product based on a scale of -100 to 100.
World Book Overall NPS
| 67% | Promoters |
|---|---|
| 0% | Passives |
| 33% | Detractors |
World Book NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2021 -100 | Jan 2021 | -100 |
Dec 2022 0 | Dec 2022 | 0 |
May 2024 33 | May 2024 | 33 |
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.
World Book Customer Loyalty
100%
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.
100% of World Book 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?"
World Book Product Quality
2.2/5
World Book has an overall Product Quality score of 2.2 out of 5 stars rated by its users and customers.
Sign Up to unlock World Book's overall Product Quality score rated by its users and customers.
World Book Product Information
World Book’s product quality score is a 2.2 out of 5 as rated by its users and customers.
- Website
- http://www.worldbook.com
- Company Size
- 201-500 Employees
Industry
Tech
Content
World Book Pricing
World Book ROI & Value For Money
5/5
World Book has a value for money and ROI score of 5 out of 5 stars rated by its users and customers.
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World Book Customer Satisfaction (CSAT)
World Book Customer Satisfaction (CSAT) Score
100 / 100
World Book has an overall Customer Satisfaction score of 100 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
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
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.
World Book Customer Service
5/5
World Book has an overall Customer Service score of 5 out of 5 stars rated by its users and customers.
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About World Book's Customer Service
Address
233 North Michigan Ave., Suite 2000, Chicago, IL
Website
http://www.worldbook.com
Phone Number
13127295600
World Book as an Employer
3.2/5
World Book has a 3.2/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
World Book scored a 34 for Net Promoter Score and a -40 for Employee Net Promoter Score. NPS gauges how likely a customer of World Book would recommend the brand to a friend. ENPS measures how likely World Book employees would recommend working at World Book to a friend.
Net Promoter Score
34
NPS Score
| 67% | Promoters |
|---|---|
| 0% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-40
eNPS Score
| 20% | Promoters |
|---|---|
| 20% | Passive |
| 60% | Detractors |
