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Company Type: B2C

Company Size: Large


(4 points )

Coolblue CEO Pieter Zwart announces Coolblue's Net Promoter Score has risen to +66, which is an increase of 5 percent compared to 2016. Coolblue is a Dutch e-commerce company that was founded in 1999 by Pieter Zwart (CEO), Paul de Jong and Bart Kuijpers. The company operates over 300 individual webshops and 8 physical shops under the Coolblue brand. In 2016 Coolblue reported it sold €857 million worth of goods, a 55% increase compared to the previous year. Coolblue is well-known for its customer service, both in the pre- and after-sale stage. 

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Coolblue's Net Promoter Score for 2016 was +62. The score has risen by 5% to +66 in 2018.



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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.