-42
NPS
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Banfield
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About Banfield's Brand
Banfield Pet Hospital operates veterinary clinics in USA. Among its major competitors, Banfield is ranked in 5th place for NPS while Mars is 1st, and PetSmart is 2nd.
Brand at a Glance
84%
Customer Loyalty
2.4/5
Product Quality
2.4/5
Pricing
2.4/5
Customer Service
Banfield Ranking
- #4 / 4 of its competitors
Banfield NPS
Banfield's Net Promoter Score (NPS) is a -42 with 29% Promoters, 0% Passives, and 71% Detractors. Net Promoter Score tracks whether Banfield's customers would recommend using the product based on a scale of -100 to 100.
Banfield Overall NPS
| 29% | Promoters |
|---|---|
| 0% | Passives |
| 71% | Detractors |
Banfield NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2021 -100 | Feb 2021 | -100 |
Sep 2021 -100 | Sep 2021 | -100 |
Dec 2021 -33 | Dec 2021 | -33 |
Jan 2022 -33 | Jan 2022 | -33 |
Mar 2022 -15 | Mar 2022 | -15 |
Jul 2022 0 | Jul 2022 | 0 |
Oct 2022 -20 | Oct 2022 | -20 |
Jun 2023 -33 | Jun 2023 | -33 |
Nov 2023 -39 | Nov 2023 | -39 |
Oct 2025 -43 | Oct 2025 | -43 |
How Other Brands Compare
Banfield is ranked #4 for NPS among its competitors. Mars and PetSmart come in first and second, with IDEXX Laboratories coming in at third.
Banfield |  Mars |  PetSmart |  IDEXX Laboratories | |
| Global Ranking | #- | #61 | #213 | #- |
| NPS | -42 | 27 | 10 | 8 |
| Valuation Updated every 24 hours for public companies | - | $31.60M | - | $38.86B |
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.
Banfield NPS by Gender
Banfield's NPS was rated -100 by Male customers on Comparably.
Male
-100
Banfield's NPS was rated -100 by Male customers on Comparably.
0%
Promoters
0%
Passives
100%
Detractors
Female
N/A
Banfield's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Banfield NPS by Ethnicity
Banfield's NPS was rated -34 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -34 | Caucasian | -34 |
Banfield NPS by Usage
Banfield's NPS was rated -34 points by customers who have used Banfield's products/services for 2 to 5 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years -34 | 2 to 5 Years | -34 |
Banfield NPS vs. Competitors
Compared to its competitors, Banfield's NPS is rated right below Petco.
| COMPANY | NPS Score | |
|---|---|---|
| Mars | 27 |
| PetSmart | 10 |
| IDEXX Laboratories | 8 |
 | CAPNA, INC. | N/A |
 | Petco | -6 |
| Banfield | -42 |
Banfield Customer Reviews
Out of the 3 Banfield customer reviews 1 was positive and 2 were constructive. Banfield customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Banfield Customer Loyalty
84%
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.
84% of Banfield users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Banfield Customer Loyalty Score by Gender
Banfield's Customer Loyalty score was rated 70 by Male customers on Comparably.
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Male
70%
Yes
Female
N/A
Yes
Banfield Customer Loyalty Score by Ethnicity
Banfield's Customer Loyalty score was rated 70% by Caucasian customers on Comparably.
% who answered "Yes"
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70
out of 100
Caucasian
Banfield Customer Loyalty Score by Usage
Banfield's Customer Loyalty score was rated 70% by customers who have used Banfield's products/services for 2 to 5 Years.
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Banfield Customer Loyalty vs. Competitors
Compared to its competitors, Banfield's Customer Loyalty score is rated right above Mars.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Banfield | 84% |
| Mars | 78% |
| PetSmart | 77% |
| IDEXX Laboratories | 77% |
| Petco | 71% |
| CAPNA, INC. | N/A |
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Banfield Product Quality
2.4/5
Banfield has an overall Product Quality score of 2.4 out of 5 stars rated by its users and customers.
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Banfield Product Information
Banfield’s product quality score is a 2.4 out of 5 as rated by its users and customers.
- Website
- banfield.com
- Company Size
- 201-500 Employees
Industry
Tech
Healthcare
Quick Insights into Banfield Product Quality
Banfield's Product Quality score was rated highest by customers who have used Banfield's products/services for 2 to 5 Years.
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Ranked Banfield Product Quality the Highest
Banfield Product Quality Score by Gender
Banfield's Product Quality score was rated 1.5 by Male customers on Comparably.
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Male
1.5/5
Female
N/A
Banfield Product Quality Score by Ethnicity
Banfield's Product Quality score was rated 2.6 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
Banfield Product Quality Score by Usage
Banfield's Product Quality score was rated 2.6 stars by customers who have used Banfield's products/services for 2 to 5 Years.
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Banfield Product Quality vs. Competitors
Compared to its competitors, Banfield's Product Quality score is rated right above CAPNA, INC., and is preceded by Petco.
| COMPANY | Product Quality Score | |
|---|---|---|
| Mars | 4/5 |
| IDEXX Laboratories | 3.9/5 |
| PetSmart | 3.5/5 |
| Petco | 3.1/5 |
| Banfield | 2.4/5 |
| CAPNA, INC. | N/A |
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Banfield Pricing
Banfield ROI & Value For Money
2.4/5
Banfield has a value for money and ROI score of 2.4 out of 5 stars rated by its users and customers.
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Quick Insights into Banfield ROI
Banfield's ROI score was rated highest by customers who have used Banfield's products/services for 2 to 5 Years.
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Ranked Banfield ROI the Highest
Banfield ROI Score by Gender
Banfield's ROI score was rated 1.5 by Male customers on Comparably.
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Male
1.5/5
Female
N/A
Banfield ROI Score by Ethnicity
Banfield's ROI score was rated 3.5 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Banfield ROI Score by Usage
Banfield's ROI score was rated 3.5 stars by customers who have used Banfield's products/services for 2 to 5 Years.
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Banfield Pricing vs. Competitors
Compared to its competitors, Banfield's ROI score is rated right above CAPNA, INC., and is preceded by Petco.
| COMPANY | Pricing Score | |
|---|---|---|
| Mars | 3.8/5 |
| IDEXX Laboratories | 3.5/5 |
| PetSmart | 3.3/5 |
| Petco | 3/5 |
| Banfield | 2.4/5 |
| CAPNA, INC. | N/A |
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Banfield Customer Satisfaction (CSAT)
Banfield Customer Satisfaction (CSAT) Score
18 / 100
Banfield has an overall Customer Satisfaction score of 18 rated by its users and customers.
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Very Satisfied
18%
Satisfied
0%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
9%
Very Dissatisfied
55%
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 Banfield Customer Satisfaction
Banfield's Customer Satisfaction score was rated highest by customers who have used Banfield's products/services for 2 to 5 Years.
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Ranked Banfield Customer Satisfaction the Highest
Banfield Customer Satisfaction Score by Gender
Banfield's Customer Satisfaction score was rated 0 by Male customers on Comparably.
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0
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 100% |
Banfield Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Banfield's Customer Satisfaction (CSAT) score was rated 33% according to Caucasian users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
34%
Banfield Customer Satisfaction Score by Usage
Banfield's Customer Satisfaction score was rated 33 points by customers who have used Banfield's products/services for 2 to 5 Years.
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Banfield Customer Satisfaction vs. Competitors
Compared to its competitors, Banfield's Customer Satisfaction score is rated right above CAPNA, INC., and is preceded by Petco.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Mars | 74% |
| IDEXX Laboratories | 68% |
| PetSmart | 61% |
| Petco | 55% |
| Banfield | 18% |
| CAPNA, INC. | 0% |
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Banfield Customer Service
2.4/5
Banfield has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
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About Banfield's Customer Service
Address
Portland, OR United States of America
Website
banfield.com
Quick Insights into Banfield Customer Service
Banfield's Customer Service score was rated highest by customers who have used Banfield's products/services for 2 to 5 Years.
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Ranked Banfield Customer Service the Highest
Banfield Customer Service Score by Gender
Banfield's Customer Service score was rated 1.6 by Male customers on Comparably.
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Male
1.6/5
Female
N/A
Banfield Customer Service Score by Ethnicity
Banfield's Customer Service score was rated 2.8 stars by Caucasian customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Banfield Customer Service Score by Usage
Banfield's Customer Service score was rated 2.8 stars by customers who have used Banfield's products/services for 2 to 5 Years.
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Banfield Customer Service vs. Competitors
Compared to its competitors, Banfield's Customer Service score is rated right above CAPNA, INC., and is preceded by Petco.
| COMPANY | Customer Service Score | |
|---|---|---|
| Mars | 3.9/5 |
| IDEXX Laboratories | 3.8/5 |
| PetSmart | 3.5/5 |
| Petco | 3/5 |
| Banfield | 2.4/5 |
| CAPNA, INC. | N/A |
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Banfield as an Employer
2.2/5
Banfield has a 2.2/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Banfield scored a -42 for Net Promoter Score and a -45 for Employee Net Promoter Score. NPS gauges how likely a customer of Banfield would recommend the brand to a friend. ENPS measures how likely Banfield employees would recommend working at Banfield to a friend.
Net Promoter Score
-42
NPS Score
| 29% | Promoters |
|---|---|
| 0% | Passive |
| 71% | Detractors |
Employee Net Promoter Score
-45
eNPS Score
| 14% | Promoters |
|---|---|
| 27% | Passive |
| 59% | Detractors |
