A glance at the cotton statistics: the Spreadshirt Trend Report, part 26 / June 2010
Boston, June 1st, 2010: Where are Americans happiest? According to the Gallup-Healthways Well-Being Index Hawaii, Utah and Montana rank highest on overall well-being. Yet, while a state’s well-being index provides a subjective view of an average individual’s happiness, it won’t necessarily foretell their satisfaction. A look at Spreadshirt’s customer satisfaction index provides some insights into regional mindsets, as well as Spreadshirt’s varied regional service record.
First up: NPS. The Net Promotor Score indicates how many people would recommend a company and its product to their friends. NPS has become the number one index for measuring company appeal and customer satisfaction in online business. Spreadshirt as a whole is currently nearing the 50% mark, which places it on par with some of the biggest online companies. All of the 40 states in which NPS surveys provided significant results clocked in above the 50% mark, with West Virginia (73.3%), Arkansas (72.5%) and Indiana (71.7%) absolutely beaming with satisfaction. Residents of Utah (53%), New Hampshire (53.2%) and Nevada (54.5%) were the hardest to please or less inclined to recommend Spreadshirt, however still respectfully above the average Spreadshirt NPS score.
Now onto customer complaints. When customers complain, they more likely than not have a good reason to do so. Spreadshirt has a very fair returns policy, and customers can return fully personalized items without a problem. Just as a good cook will look and learn from left-overs on the plates to improve his service, Spreadshirt’s service managers also pro-actively analyze and deal with complaints to improve theirs. Elmar Kühn, Global Service Manager, adds: “We can be proud of how our low complaint rates only as long as we strive to give our customers every opportunity to reach us. That’s why we encourage the use of Twitter, along with other channels to reach out to our customers. Every issue down to how a dog shirt fits will go on record and be worked on till it is solved.” Not too surprising then that complain rates point to above average satisfaction: Arkansans only return 1.71% of Spreadshirt products, with Nebraskans (1.87%) and Mainers (2.04%) coming a close second and third. Even top complainers from Hawaii (4.32%) and New Hampshire (4.04%) make relatively little use of Spreadshirt’s return policy.
Overall customer satisfaction is then measured by subtracting factored complains from the NPS score. This again proves that American customers compare well with their British counterparts as some of the most content residents of the known Spreadiverse: West Virginia and Arkansas lead the pack again with an overall satisfaction index of 69% and 67.6.% respectively. Residents of New Hampshire (45.1%), Utah (48.6%) and Nevada (48.8%) certainly will give Spreadshirt’s service team something to think about and improve upon.
Warm, hospitable southerners and frigid northerners? When it comes to t-shirt customer satisfaction, old adages seem to have some credibility.