-68
NPS
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Shoes.com
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About Shoes.com's Brand
Online Footwear and Apparel Retailer Among its major competitors, Shoes.com is ranked in 7th place for NPS while Kurt Geiger is 1st, and Zappos is 2nd.
Brand at a Glance
59%
Customer Loyalty
1.8/5
Product Quality
2.1/5
Pricing
1.7/5
Customer Service
Shoes.com Ranking
- #4 / 4 of its competitors
Shoes.com NPS
Shoes.com's Net Promoter Score (NPS) is a -68 with 13% Promoters, 6% Passives, and 81% Detractors. Net Promoter Score tracks whether Shoes.com's customers would recommend using the product based on a scale of -100 to 100.
Shoes.com Overall NPS
| 13% | Promoters |
|---|---|
| 6% | Passives |
| 81% | Detractors |
Shoes.com NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2021 -51 | May 2021 | -51 |
Jun 2021 -57 | Jun 2021 | -57 |
Jul 2021 -63 | Jul 2021 | -63 |
Aug 2021 -66 | Aug 2021 | -66 |
Oct 2021 -72 | Oct 2021 | -72 |
Nov 2021 -76 | Nov 2021 | -76 |
Dec 2021 -78 | Dec 2021 | -78 |
Jan 2022 -70 | Jan 2022 | -70 |
Jan 2023 -72 | Jan 2023 | -72 |
Feb 2023 -67 | Feb 2023 | -67 |
Feb 2024 -67 | Feb 2024 | -67 |
Jan 2025 -69 | Jan 2025 | -69 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Shoes.com NPS by Gender
Shoes.com's NPS was rated -82 by Female customers on Comparably.
Female
-82
Shoes.com's NPS was rated -82 by Female customers on Comparably.
9%
Promoters
0%
Passives
91%
Detractors
Male
N/A
Shoes.com's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Shoes.com NPS by Ethnicity
Shoes.com's NPS was rated -100 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -100 | Caucasian | -100 |
Shoes.com NPS by Age
Shoes.com's NPS was rated -100 points by customers ages 56-60 and customers ages 66+ on Comparably.
Shoes.com NPS by Usage
Shoes.com's NPS was rated the highest by customers who have used Shoes.com's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -66 | Less than 1 Year | -66 |
1 to 2 Years -100 | 1 to 2 Years | -100 |
Shoes.com NPS vs. Competitors
Compared to its competitors, Shoes.com's NPS is rated right above Shoebuy, and is preceded by Allbirds.
| COMPANY | NPS Score | |
|---|---|---|
 | Kurt Geiger | 34 |
 | Zappos | 30 |
 | Planet | 23 |
 | TUV Rheinland OpenSky | 0 |
 | J.Jill | -16 |
 | Allbirds | -51 |
| Shoes.com | -68 |
 | Shoebuy | -100 |
Shoes.com Customer Reviews
Out of the 2 Shoes.com customer reviews 0 were positive and 2 were constructive. Shoes.com customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
Shoes.com Customer Loyalty
59%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
59% of Shoes.com users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Shoes.com Customer Loyalty Score by Gender
Shoes.com's Customer Loyalty score was rated 51 by Female customers on Comparably.
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Female
51%
Yes
Male
N/A
Yes
Shoes.com Customer Loyalty Score by Ethnicity
Shoes.com's Customer Loyalty score was rated 50% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Shoes.com.
50
out of 100
Caucasian
Shoes.com Customer Loyalty Score by Age
Shoes.com's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Shoes.com.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
56-60 33% | 56-60 | 33% |
66+ 78% | 66+ | 78% |
Shoes.com Customer Loyalty Score by Usage
Shoes.com's Customer Loyalty score was rated the highest by customers who have used Shoes.com's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Shoes.com Customer Loyalty vs. Competitors
Compared to its competitors, Shoes.com's Customer Loyalty score is rated right above TUV Rheinland OpenSky, and is preceded by J.Jill.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Kurt Geiger | 100% |
| Allbirds | 83% |
| Planet | 81% |
| Zappos | 76% |
| J.Jill | 67% |
| Shoes.com | 59% |
| TUV Rheinland OpenSky | 10% |
| Shoebuy | 10% |
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Shoes.com Product Quality
1.8/5
Shoes.com has an overall Product Quality score of 1.8 out of 5 stars rated by its users and customers.
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Shoes.com Product Information
Shoes.com’s product quality score is a 1.8 out of 5 as rated by its users and customers.
- Website
- http://www.shoes.com
- Company Size
- 201-500 Employees
Industry
Tech
Fashion and Beauty
Ecommerce and Marketplaces
Hardware and Devices
Marketplaces
Quick Insights into Shoes.com Product Quality
Shoes.com's Product Quality score was rated highest by customers who have used Shoes.com's products/services for Less than 1 Year, and rated lowest by customers ages 66+.
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Ranked Shoes.com Product Quality the Highest
Ranked Shoes.com Product Quality the Lowest
Shoes.com Product Quality Score by Gender
Shoes.com's Product Quality score was rated 1.5 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Shoes.com.
Female
1.5/5
Male
N/A
Shoes.com Product Quality Score by Ethnicity
Shoes.com's Product Quality score was rated 1.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Shoes.com.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Shoes.com Product Quality Score by Age
Shoes.com's Product Quality score was rated 1.5 stars by customers ages 56-60 and customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Shoes.com.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
56-60 1.5 | 56-60 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Shoes.com Product Quality Score by Usage
Shoes.com's Product Quality score was rated the highest by customers who have used Shoes.com's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Shoes.com Product Quality vs. Competitors
Compared to its competitors, Shoes.com's Product Quality score is rated right below Planet.
| COMPANY | Product Quality Score | |
|---|---|---|
| Zappos | 4/5 |
| TUV Rheinland OpenSky | 4/5 |
| Shoebuy | 4/5 |
| Allbirds | 3.8/5 |
| Kurt Geiger | 3.7/5 |
| J.Jill | 3.6/5 |
| Planet | 3.6/5 |
| Shoes.com | 1.8/5 |
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Shoes.com Pricing
Shoes.com ROI & Value For Money
2.1/5
Shoes.com has a value for money and ROI score of 2.1 out of 5 stars rated by its users and customers.
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Quick Insights into Shoes.com ROI
Shoes.com's ROI score was rated highest by customers who have used Shoes.com's products/services for 1 to 2 Years, and rated lowest by customers who have used Shoes.com's products/services for Less than 1 Year.
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Ranked Shoes.com ROI the Highest
Ranked Shoes.com ROI the Lowest
Shoes.com ROI Score by Gender
Shoes.com's ROI score was rated 1.5 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Shoes.com.
Female
1.5/5
Male
N/A
Shoes.com ROI Score by Ethnicity
Shoes.com's ROI score was rated 1.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Shoes.com.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Shoes.com ROI Score by Age
Shoes.com's ROI score was rated the highest by customers ages 66+, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Shoes.com.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
56-60 1.5 | 56-60 | 1.5 |
66+ 1.6 | 66+ | 1.6 |
Shoes.com ROI Score by Usage
Shoes.com's ROI score was rated the highest by customers who have used Shoes.com's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Shoes.com Pricing vs. Competitors
Compared to its competitors, Shoes.com's ROI score is rated right below Allbirds.
| COMPANY | Pricing Score | |
|---|---|---|
| Kurt Geiger | 4.2/5 |
| TUV Rheinland OpenSky | 4/5 |
| Shoebuy | 4/5 |
| Zappos | 3.9/5 |
| Planet | 3.9/5 |
| J.Jill | 3.4/5 |
| Allbirds | 3.4/5 |
| Shoes.com | 2.1/5 |
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Shoes.com Customer Satisfaction (CSAT)
Shoes.com Customer Satisfaction (CSAT) Score
14 / 100
Shoes.com has an overall Customer Satisfaction score of 14 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
7%
Satisfied
7%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
7%
Very Dissatisfied
79%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Shoes.com Customer Satisfaction
Shoes.com's Customer Satisfaction score was rated highest by customers who have used Shoes.com's products/services for Less than 1 Year, and rated lowest by customers who have used Shoes.com's products/services for 1 to 2 Years.
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Ranked Shoes.com Customer Satisfaction the Highest
Ranked Shoes.com Customer Satisfaction the Lowest
Shoes.com Customer Satisfaction Score by Gender
Shoes.com's Customer Satisfaction score was rated 14 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Shoes.com.
14 / 100
FemaleVery Satisfied | 14% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 86% |
Shoes.com Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Shoes.com's Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Shoes.com.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
Shoes.com Customer Satisfaction Score by Age
Shoes.com's Customer Satisfaction score was rated 0 points by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Shoes.com.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 66+ | 0% |
Shoes.com Customer Satisfaction Score by Usage
Shoes.com's Customer Satisfaction score was rated the highest by customers who have used Shoes.com's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Shoes.com Customer Satisfaction vs. Competitors
Compared to its competitors, Shoes.com's Customer Satisfaction score is rated right above Shoebuy, and is preceded by Allbirds.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| TUV Rheinland OpenSky | 100% |
| Zappos | 78% |
| Planet | 71% |
| J.Jill | 54% |
| Kurt Geiger | 50% |
| Allbirds | 50% |
| Shoes.com | 14% |
| Shoebuy | 0% |
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Shoes.com Customer Service
1.7/5
Shoes.com has an overall Customer Service score of 1.7 out of 5 stars rated by its users and customers.
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About Shoes.com's Customer Service
Address
1500 West Georgia Street, Groveport, OH United States of America
Website
http://www.shoes.com
Phone Number
323-856-2000
Quick Insights into Shoes.com Customer Service
Shoes.com's Customer Service score was rated highest by customers who have used Shoes.com's products/services for Less than 1 Year, and rated lowest by customers ages 66+.
Sign Up to unlock insights into how customers have ranked Shoes.com's Customer Service score.
Ranked Shoes.com Customer Service the Highest
Ranked Shoes.com Customer Service the Lowest
Shoes.com Customer Service Score by Gender
Shoes.com's Customer Service score was rated 1.5 by Female customers on Comparably.
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Female
1.5/5
Male
N/A
Shoes.com Customer Service Score by Ethnicity
Shoes.com's Customer Service score was rated 1.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Shoes.com.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Shoes.com Customer Service Score by Age
Shoes.com's Customer Service score was rated 1.5 stars by customers ages 56-60 and customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Shoes.com.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
56-60 1.5 | 56-60 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Shoes.com Customer Service Score by Usage
Shoes.com's Customer Service score was rated the highest by customers who have used Shoes.com's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Shoes.com Customer Service vs. Competitors
Compared to its competitors, Shoes.com's Customer Service score is rated right below Allbirds.
| COMPANY | Customer Service Score | |
|---|---|---|
| Zappos | 4.1/5 |
| Kurt Geiger | 4/5 |
| Shoebuy | 4/5 |
| Planet | 3.5/5 |
| TUV Rheinland OpenSky | 3.5/5 |
| J.Jill | 3.3/5 |
| Allbirds | 2.9/5 |
| Shoes.com | 1.7/5 |
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Shoes.com as an Employer
2.9/5
Shoes.com has a 2.9/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Shoes.com scored a -68 for Net Promoter Score and a 28 for Employee Net Promoter Score. NPS gauges how likely a customer of Shoes.com would recommend the brand to a friend. ENPS measures how likely Shoes.com employees would recommend working at Shoes.com to a friend.
Net Promoter Score
-68
NPS Score
| 13% | Promoters |
|---|---|
| 6% | Passive |
| 81% | Detractors |
Employee Net Promoter Score
28
eNPS Score
| 57% | Promoters |
|---|---|
| 14% | Passive |
| 29% | Detractors |
