Net promoter score, growth, and profitability of transportation companies

Variable	Pearson correlation coefficient		Spearman correlation coefficient
GRS	0.16752526		–0.043691115
GRE	0.155635068		0.150436919
GRNR	0.088937199		0.025886473
ROA	0.325424301	*	0.316394781	*
ROAE	0.206332032		0.139961991
ROS	0.152675197		0.249374388	*
ROSE	0.186006935		0.047260248
ROE	0.181569744		0.364680642	*
ROEE	0.230083687	*	0.26248856	*

Regression analysis of profitability and NPS

	ROA		ROAE		ROE		ROEE		ROS		ROSE
	NPS	Const	NPS	Const	NPS	Const	NPS	Const	NPS	Const	NPS	Const
Coefficient	0.001591	0.014096	0.000962	0.102123	0.003727	0.096028	0.007466	0.322086	0.001243	0.004102	0.000473	0.049916
Std. error	0.000537	0.032101	0.00053	0.03166	0.002346	0.140126	0.003671	0.219243	0.000936	0.055881	0.00029	0.017347
t-ratio	2.9606	0.4391	1.814	3.2256	1.5883	0.6853	2.0338	1.4691	1.3289	0.0734	1.6285	2.8775
value	0.00412	0.66187	0.07374	0.00187	0.11648	0.4953	0.04556	0.14605	0.18795	0.94168	0.10767	0.00524
	***		*	***			**					***
Mean dependent variable	0.100638		0.154419		0.298698		0.728128		0.071727		0.07564
Standard dev. dependent var.	0.121494		0.115793		0.509944		0.806234		0.202355		0.063182
Sum squared residuals	0.989825		0.962795		18.86027		46.17018		2.999467		0.289043
E. of regression	0.115655		0.114065		0.504845		0.789887		0.201329		0.062498
R²	0.105901		0.042573		0.032968		0.052939		0.02331		0.034599
Adjusted R²	0.093819		0.029635		0.0199		0.04014		0.010111		0.021553
F(1,74)	8.764882		3.29048		2.52277		4.136425		1.766086		2.652052
p-value (F)	0.004124		0.073736		0.116477		0.045555		0.18795		0.107667

Variables used in the study

Variable	Acronym	Description
Net promoter score	NPS	The difference in the proportions of respondents ranked as promoters and detractors. The variable ranges between –100 and 100.
Growth of sales	GRS	The difference in sales between this year and previous year divided by the previous year’s sales
Growth of EBITDA	GRE	The difference between this year’s earnings before interests, tax, depreciation, and amortization (EBITDA) and previous year’s EBITDA divided by previous year’s EBITDA
Growth of net result	GRNR	The difference between the net result and previous year’s net result divided by previous year’s net result
Return on assets	ROA	Ratio of the net result to the total of assets
Return on assets 2	ROAE	Ratio of the EBITDA to the total of assets
Return on sales	ROS	Ratio of the net result to the total of sales
Return on sales 2	ROSE	Ratio of the EBITDA to the total of sales
Return on equity	ROE	Ratio of net result to equity
Return on equity 2	ROEE	Ratio of EBITDA to equity

Tests of normal distribution

Test/variable	Doornik-Hansen	Shapiro-Wilk	Lilliefors		Jarque-Bera
NPS	8.87298	0.943362	0.140474		8.38871
p	0.0118374	0.00202184	0		0.0150805	*
GRS	1827.37	0.333067	0.281243		10441.5
p	0	7.14E–17	0		0
GRE	241.86	0.480801	0.317229		1578.43
p	3.03E–53	6.03E–15	0		0
GRNR	454.902	0.255406	0.399927		3723.99
p	1.66E–99	9.23E–18	0		0
ROA	43.5001	0.855083	0.156707		62.0592
p	3.58E–10	4.17E–07	0		3.34E–14
ROAE	20.6735	0.909117	0.105374		39.6753
p	3.24E–05	4.66E–05	0.04	*	2.42E–09
ROS	1414.12	0.327221	0.338316		3256.38
p	8.46E–308	6.08E–17	0		0.0E+00
ROSE	38.6542	0.873817	0.157428		23.4112
p	4.04E–09	1.87E–06	0		8.25E–06
ROE	56.592	0.73652	0.14864		1470.91
p	5.14E–13	2.28E–10	0		0
ROEE	60.8214	0.811631	0.21205		75.4237
p	6.21E–14	1.90E–08	0		4.19E–17

Regression analysis of growth and NPS

	GRE		GRNR		GRS
	NPS	Const.	NPS	Const.	NPS	Const.
Coefficient	0.020407	-0.64851	0.058843	-3,3264	0,003377	-0,00134
Std. error	0.015057	0.899239	0.076608	4,57536	0,002311	0,137994
t-ratio	1.3553	-0.7212	0.7681	-0,727	1,4618	-0,0097
p-value	0.17943	0.47307	0.44487	0,4695	0,14804	0,99227
Mean dependent variable	0.461319		-0.126168		0.182342
Standard dev. dependent var.	3.257801		16.43895		0.500917
Sum squared residuals	776.714		20107.61		18.29069
S.E. of regression	3.239774		16.48407		0.497164
R²	0.024222		0.00791		0.028065
Adjusted R²	0.011036		-0.005497		0.01493
F(1,74)	1.836943		0.589994		2.136756
p-value (F)	0.179432		0.444866		0.148039

Mean values of selected variables used in the study (Part I, companies from 1 to 18)

	Company	N	Sales	EBITDA	NR	TA	E	NPS	GRS	GRE	GRNR	ROA	ROAE	ROS	ROSE	ROE	ROEE
1	Poczta Polska	3	5486.3	170.2	0.7	4410.3	1306	43.2	-0.03	-0.12	-1.69	-0.01	0.12	0.01	0.1	-0.01	0.39
2	DHL Express	3	1545.3	121.2	88.6	519.6	222	64.1	0.09	0.06	0.07	0.52	0.71	0.18	0.24	1.2	1.64
3	Raben	3	1469.8	115.8	76.8	754.9	252.8	67.7	-0.03	-0.02	0.18	0.31	0.46	0.16	0.24	0.98	1.6
4	DPD	3	1073.3	153.4	79.4	1035.7	312	39.9	0.25	0.33	0.31	0.23	0.44	0.22	0.43	0.75	1.46
5	FM	2	880.3	54.9	24.6	350.3	106.7	58.6	0.06	0.3	0.54	0.14	0.32	0.06	0.13	0.45	1.02
6	Jas-Fbg	1	476	19.7	8.1	184.2	59	52	0.04	-0.05	0.03	0.05	0.11	0.02	0.05	0.14	0.34
7	DSV	1	437.3	11.1	6.9	131.7	39.4	64.5	0.16	-0.12	-0.22	0.06	0.09	0.02	0.03	0.18	0.29
8	GLS	3	425.7	99.8	70.9	261.5	173.8	73.2	0.14	0.09	0.09	0.82	1.15	0.51	0.71	1.23	1.73
9	XPO	2	413.4	39.4	0.8	247.8	37.7	3.6	-0.02	-0.13	-0.23	0.01	0.32	0.01	0.19	-0.03	2.05
10	Panalpina	3	385.4	21.7	16.2	86.1	17.8	67.1	0.08	0.68	0.79	0.57	0.76	0.13	0.17	2.71	3.65
11	DHL Global Forwarding	1	383.3	29.9	23.8	122.7	45.6	50	0.06	0.02	-0.01	0.2	0.25	0.07	0.08	0.53	0.66
12	Link	3	318.9	28.3	9.4	136.1	10.3	34.9	0.23	0.22	0.46	0.21	0.62	0.09	0.27	2.64	8.18
13	Omega Pilzno	3	286.9	30.8	9.3	235.6	59.4	50.9	0.07	-0.1	-0.1	0.13	0.42	0.1	0.33	0.89	3.06
14	Hellmann	1	282.9	2.9	1.1	76.2	21.8	85.8	0.11	-0.11	-0.09	0.02	0.04	0.01	0.02	0.05	0.14
15	GEODIS	3	282.5	3.1	1.6	75.4	2.3	81.1	0.2	0.52	-0.08	0.07	0.13	0.02	0.04	2.44	5.61
16	DHLSupplychain	3	239.6	9.7	4.3	94.7	-22.7	28.2	0.24	0.35	-0.42	0.14	0.31	0.06	0.13	-0.62	-1.36
17	Arvato	3	229.8	10.9	0.8	197.1	18.2	61.1	0.3	1.38	-2.63	0.01	0.16	-0.01	0.14	0.05	1.73
18	C.Hartwig	1	214.7	5.2	3.1	65	4.3	74.5	-0.04	-1.59	-1.21	0.05	0.08	0.02	0.03	0.71	1.2

Mean values of selected variables used in a study (Part II, companies from 19 to 34)

	Company	N	Sales	EBITDA	NR	TA	E	NPS	GRS	GRE	GRNR	ROA	ROAE	ROS	ROSE	ROE	ROEE
19	Spedimex	3	166.2	3.1	0.3	49.3	10.4	37.1	0.04	0.11	1.04	0.02	0.19	0.01	0.06	0.08	0.89
20	Maszoński	3	162.6	27.7	23.5	149.1	34.8	95.9	1.56	6.39	32.71	0.48	0.57	0.46	0.54	2.03	2.4
21	Delta Trans	1	153.7	15.1	4.1	79.3	36.2	59.1	0.01	-0.03	0.27	0.06	0.2	0.03	0.1	0.12	0.42
22	Damco	1	138.7	4.1	2.9	63.8	32	15	0.03	-3.48	-3	0.05	0.07	0.03	0.03	0.09	0.13
23	Farmada	2	125.6	18	13.4	32	21.6	67.6	0.14	1	0.94	0.84	1.13	0.22	0.29	1.25	1.68
24	Fiege	1	119.1	17.9	8.3	85	29.6	50	0.01	0.18	0.06	0.1	0.22	0.07	0.16	0.28	0.61
25	Diera	3	117.9	2.5	2	30.5	8	72.8	0.04	2.08	-33.79	0.19	0.24	0.05	0.07	0.52	0.68
26	ID Logistics	3	111.8	2.6	-1.3	36.8	-3.5	46.7	-0.02	-5.06	-0.78	-0.12	0.2	-0.04	0.08	-2.08	6.95
27	Uni-Logistics	1	102.4	3	1.7	22.3	4.5	50	0.22	0.54	0.57	0.08	0.14	0.02	0.03	0.37	0.67
28	Seifert	2	89.6	2.6	2	22.1	4.8	26.9	0.19	0.29	0.21	0.18	0.24	0.05	0.06	0.83	1.1
29	IFB	3	55	2.6	2	13	3.7	66.1	0.19	0.26	0.25	0.47	0.59	0.11	0.14	1.85	2.37
30	PartnersPol	1	54.2	1.4	0.8	15.7	7.7	47.3	0.02	8.45	-3.28	0.05	0.09	0.02	0.03	0.1	0.19
31	Allport	3	53.8	3.1	2.6	14.3	7.8	61.6	0.12	0.12	0.22	0.57	0.67	0.15	0.17	1.07	1.26
32	DSV	3	51.8	2.3	0.3	27.8	8.1	22.4	0.47	0.32	-0.52	0.02	0.23	0.01	0.13	-0.04	0.83
33	Marathon	2	48.8	11.8	5.4	45	13.2	51.7	0.16	0.57	2.09	0.23	0.54	0.22	0.48	0.79	1.84
34	VGL	2	6.6	0.7	8.2	15.5	13.2	64	0.32	2.25	0.96	1.06	0.1	2.52	0.22	1.25	0.11
		76	564.2	36.7	17.5	350.7	104.5	54.4	0.19	0.47	-0.13	7.65	11.74	5.46	5.75	22.71	55.34

Descriptive statistics of selected variables in the period between 2014 and 2016

Variables	Mean	SD	Median	Min	Max	Skewness	Kurtosis
NPS	54.3855	24.8462	58.3000	–20.0000	100.000	–0.7746	0.4991
GRS	0.1823	0.5009	0.0943	–0.1098	4.246	7.1909	55.5921
GRE	0.4613	3.2578	0.1508	–16.0941	19.4218	1.1577	22.2057
GRNR	–0.1262	16.4389	0.0364	–101.858	98.4515	–0.2878	34.2880
ROA	0.1006	0.1215	0.0621	–0.0973	0.5335	1.6242	3.0076
ROAE	0.1544	0.1158	0.1369	–0.0413	0.5673	1.3022	2.3971
ROS	0.07173	0.2024	0.0263	–0.0260	1.3573	5.4915	30.1281
ROSE	0.0756	0.0632	0.0598	–0.0109	0.2591	1.2583	1.0294
ROE	0.2987	0.5099	0.3232	–2.9689	1.4221	–3.2564	20.5446
ROEE	0.7281	0.8062	0.5496	–0.6704	3.4954	1.7762	3.3465

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Net promoter score, growth, and profitability of transportation companies

Article Category: Research Article

Publié en ligne: 29 juin 2018

Pages: 136 - 148

Reçu: 05 juin 2018

Accepté: 25 juin 2018

DOI: https://doi.org/10.2478/ijme-2018-0013

Mots clésnet promoter score (NPS), customer loyalty, customer satisfaction, performance measurement, transportation

© 2018 Piotr Korneta, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Analysis of Spearman and Pearson correlation between NPS and selected growth and profit variables

Regression analysis of profitability and NPS

Variables used in the study

Tests of normal distribution

Regression analysis of growth and NPS

Mean values of selected variables used in the study (Part I, companies from 1 to 18)

Mean values of selected variables used in a study (Part II, companies from 19 to 34)

Descriptive statistics of selected variables in the period between 2014 and 2016

Mots clés
net promoter score (NPS), customer loyalty, customer satisfaction, performance measurement, transportation