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Quality Spreads Quickly
Spreadshirt Releases its Net Promoter Score
Leipzig, April 24, 2008 – Enthusiastic customers are the best prerequisite for sustained growth. Spreadshirt, the world-wide creative platform for apparel, therefore has a good reason to confidently look ahead: It's through high quality and superior service that the company makes many of its customers so happy that they not only return, but also tell their friends and acquaintances about their positive experiences. This accounts for the high Net Promoter Score (NPS), which is an internationally-used management ratio to identify customer satisfaction and loyalty. For the first time Spreadshirt has released its NPS and with a rating of 42% are in the top quarter compared with other firms.
Spreadshirt CEO, Jana Eggers, sees the implementation of the NPS as part of the company strategy which is focused on continual growth and customer satisfaction. This is the base for a successful business and they are consistently Spreadshirts focal points. "We are proud our customers like our service so much they want to share it with others," said Jana Eggers. "And now we have more direction from customers on where we can improve. Our focus continuing to increase our score."
The Net Promoter Score concept was developed by Satmetrix and Fred Reichheld in collaboration with the firm Bain & Company. The NPS is based on the assumption that the customer's willingness to recommend a company to others is directly related to their satisfaction and loyalty. The value of the NPS is determined with the help of one question: "How likely is it that you would recommend company XY to a friend or colleague?" The possible answers range from 0 (unlikely) to 10 (very likely). Enthusiastic customers that decided on 9 or 10 are identified as promotors. Those who voted 6 or less are categorised as detractors. The level of the NPS corresponds to the difference between enthusiastic and critical customers and therefore can range between -100% and +100%. Satisfied customers, who voted 7 or 8, are not considered in the calculation. "The design of the Net Promoter metric fits Spreadshirt's 'Delight the customer' core value perfectly. We want WOW'd customers, not merely satisfied ones," explains Eggers.
Spreadshirt gathers the NPS data in 11 languages and 20 countries and would like to continue to take part in further technical development of the concept. Spreadshirt is also in close contact and exchange with market researchers from General Electric and trnd, the platform for word-of-mouth marketing, which also work with the Net Promoter Score. Furthermore, CEO Jana Eggers will report at this years’ Net Promoter Conference in London on the experiences with the introduction of the rating at Spreadshirt.
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Spreadshirt is the “things you wear” answer to the growing desire for personal branding — letting customers quickly create one-of-a-kind, high-quality, expressive apparel. Two types of customers include:
- Buyers. Like tattoos, phone skins, and MySpace or Facebook pages, Spreadshirt lets people show who they are through shirts, shoes, bags and more, with affordable prices, high quality, fast delivery, and no minimum quantities.
- Sellers. With Spreadshirt’s online shop platform, sellers offer their creations without worrying about managing inventory, accepting credit cards, manufacturing, shipping, or customer service. Shop partners focus on the creative… Spreadshirt delivers the rest. Shops are free to set-up, and standard shops are free to maintain.
Launched in 2002 in Leipzig, Germany, Spreadshirt was named one of Europe's fastest growing companies. The company now has over 300,000 shop partners worldwide, which include a range of private individuals, charity organizations, artists and corporations. Notable partners have included Samsung, Coca Cola, Chuck Norris and The Guardian. With t-shirts as the company’s specialty, shop partners can create branded merchandise with a range of around 80 printable items, from sweatshirts and jackets to bags and shoes.
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North America: www.spreadshirt.com
European Union: www.spreadshirt.net
