Converting NPS into revenue
- Every 7-point increase in net promoter score correlates to a 1% increase in revenue.
- A 10-point improvement in overall NPS correlates to an additional 3.2% in sales derived from upselling and cross-selling.
- Every 2% reduction in negative word of mouth as measured by NPS correlates to a 1% increase in sales growth.
NPS Increase in Male Prosumers (-5 to +9)
Value of 7 pts NPS | Minimum Impact | Maximum Impact | For this Study |
1% | 1% | 8% | 2% |
Prosumer Revenue: $1.77B*
Estimated Male Prosumer %: 85%
NPS increase: 14 pts (-5 to +9) = 2% increase in Male Prosumer spend
Projected revenue increase range: (1% – 8%)
$105.1M to $840.4M
Revenue Increase used for this study: $210.1M
Factors that could increase revenue to $840.4M (NPS = -5 to 51):
- View Prosumer video footage in areas around the Prosumer desk or Design desk to look for:
- Wait times for materials
- Balk counts (Prosumer leaves)
- Errors or Inefficiencies in order processing or experience
- Send surveys quickly after a prosumer spends time at the Prosumer desk or design desk to capture and remediate low satisfaction transactions or experiences or (use video footage to confirm & affirm customer experience)
- Look at video footage for pattern issues so they can be modified
- Use video footage to ensure staffing is optimized for Prosumers in real-time
* Floor & Decor Consumer to Prosumer Revenue Split:
60% Consumer/40% Prosumer. $2.64B Consumer/$1.77B Prosumer (total $4.4B)
Source: Brand Page | Floor and Decor
