-25
NPS
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BJ's Wholesale Club
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About BJ's Wholesale Club's Brand
Based outside of Boston in Westborough, MA, BJ’s is the northeast’s preeminent membership retailer with over 200 Clubs in 15 states Among its major competitors, BJ's Wholesale Club is ranked in 6th place for NPS while Souq.com is 1st, and Costco is 2nd. Overall, BJ's Wholesale Club has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $6.10B
Brand at a Glance
83%
Customer Loyalty
2.7/5
Product Quality
2.9/5
Pricing
2.6/5
Customer Service
BJ's Wholesale Club Ranking
- #4 / 4 of its competitors
BJ's Wholesale Club NPS
BJ's Wholesale Club's Net Promoter Score (NPS) is a -25 with 32% Promoters, 11% Passives, and 57% Detractors. Net Promoter Score tracks whether BJ's Wholesale Club's customers would recommend using the product based on a scale of -100 to 100.
BJ's Wholesale Club Overall NPS
| 32% | Promoters |
|---|---|
| 11% | Passives |
| 57% | Detractors |
BJ's Wholesale Club NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2024 -25 | Aug 2024 | -25 |
Sep 2024 -25 | Sep 2024 | -25 |
Oct 2024 -27 | Oct 2024 | -27 |
Nov 2024 -27 | Nov 2024 | -27 |
Dec 2024 -27 | Dec 2024 | -27 |
Jan 2025 -25 | Jan 2025 | -25 |
Feb 2025 -24 | Feb 2025 | -24 |
Mar 2025 -24 | Mar 2025 | -24 |
Apr 2025 -24 | Apr 2025 | -24 |
May 2025 -24 | May 2025 | -24 |
Oct 2025 -24 | Oct 2025 | -24 |
Dec 2025 -24 | Dec 2025 | -24 |
How Other Brands Compare
BJ's Wholesale Club is ranked #4 for NPS among its competitors. Costco and Smart & Final come in first and second, with Sam's Club coming in at third. Among those competitors, it is the lowest valued company behind Sam's Club.
BJ's Wholesale Club |  Costco |  Smart & Final |  Sam's Club | |
| Global Ranking | #- | #1 | #513 | #- |
| NPS | -25 | 50 | -6 | -8 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | - | Neutral |
| Valuation Updated every 24 hours for public companies | $6.10B | $157.15B | - | $382.05B |
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.
BJ's Wholesale Club NPS by Gender
Male customers rated BJ's Wholesale Club's NPS 20 points higher than Female customers.
Male
-11
BJ's Wholesale Club's NPS was rated -11 by Male customers on Comparably.
38%
Promoters
13%
Passives
49%
Detractors
Female
-31
BJ's Wholesale Club's NPS was rated -31 by Female customers on Comparably.
30%
Promoters
9%
Passives
61%
Detractors
BJ's Wholesale Club NPS by Ethnicity
BJ's Wholesale Club's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -23 | Caucasian | -23 |
Hispanic or Latino 100 | Hispanic or Latino | 100 |
African American/Black -9 | African American/Black | -9 |
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
Other -72 | Other | -72 |
BJ's Wholesale Club NPS by Age
BJ's Wholesale Club's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.
BJ's Wholesale Club NPS by Usage
BJ's Wholesale Club's NPS was rated the highest by customers who have used BJ's Wholesale Club's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -21 | Less than 1 Year | -21 |
1 to 2 Years -20 | 1 to 2 Years | -20 |
2 to 5 Years -6 | 2 to 5 Years | -6 |
5 to 10 Years -28 | 5 to 10 Years | -28 |
Over 10 Years -50 | Over 10 Years | -50 |
BJ's Wholesale Club NPS vs. Competitors
Compared to its competitors, BJ's Wholesale Club's NPS is rated right below Sam's Club.
| COMPANY | NPS Score | |
|---|---|---|
 | Souq.com | 100 |
| Costco | 50 |
 | Wholesale | 0 |
| Smart & Final | -6 |
| Sam's Club | -8 |
| BJ's Wholesale Club | -25 |
BJ's Wholesale Club Customer Reviews
Out of the 20 BJ's Wholesale Club customer reviews 9 were positive and 11 were constructive. BJ's Wholesale Club 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
BJ's Wholesale Club Customer Loyalty
83%
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.
83% of BJ's Wholesale Club users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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BJ's Wholesale Club Customer Loyalty Score by Gender
Female customers rated BJ's Wholesale Club's Customer Loyalty score 6% higher than Male customers.
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Male
79%
Yes
Female
85%
Yes
BJ's Wholesale Club Customer Loyalty Score by Ethnicity
BJ's Wholesale Club's Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of BJ's Wholesale Club.
93
out of 100
Caucasian
100
out of 100
Hispanic or Latino
96
out of 100
African American/Black
74
out of 100
Asian or Pacific Islander
60
out of 100
Other
BJ's Wholesale Club Customer Loyalty Score by Age
BJ's Wholesale Club's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of BJ's Wholesale Club.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 80% | 18-25 | 80% |
26-30 91% | 26-30 | 91% |
31-35 70% | 31-35 | 70% |
36-40 74% | 36-40 | 74% |
41-45 90% | 41-45 | 90% |
46-50 85% | 46-50 | 85% |
51-55 69% | 51-55 | 69% |
56-60 100% | 56-60 | 100% |
61-65 75% | 61-65 | 75% |
66+ 86% | 66+ | 86% |
BJ's Wholesale Club Customer Loyalty Score by Usage
BJ's Wholesale Club's Customer Loyalty score was rated the highest by customers who have used BJ's Wholesale Club's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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BJ's Wholesale Club Customer Loyalty Score by Industry
BJ's Wholesale Club's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Legal industry customers.
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BJ's Wholesale Club Customer Loyalty vs. Competitors
Compared to its competitors, BJ's Wholesale Club's Customer Loyalty score is rated right above Smart & Final, and is preceded by Sam's Club.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Costco | 89% |
| Wholesale | 87% |
| Sam's Club | 83% |
| BJ's Wholesale Club | 83% |
| Smart & Final | 78% |
| Souq.com | 10% |
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BJ's Wholesale Club Product Quality
2.7/5
BJ's Wholesale Club has an overall Product Quality score of 2.7 out of 5 stars rated by its users and customers.
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BJ's Wholesale Club Product Information
BJ's Wholesale Club’s product quality score is a 2.7 out of 5 as rated by its users and customers. Reviewers from the Architecture and Planning industry rated BJ's Wholesale Club's product the highest. Reviewers from the Retail industry rated BJ's Wholesale Club the lowest at 2.9.
- Website
- http://www.bjs.com/
- Company Size
- 10,000+ Employees
Industry
Ecommerce and Marketplaces
Marketplaces
Quick Insights into BJ's Wholesale Club Product Quality
BJ's Wholesale Club's Product Quality score was rated highest by Hispanic or Latino customers, and rated lowest by Other customers.
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Ranked BJ's Wholesale Club Product Quality the Highest
Ranked BJ's Wholesale Club Product Quality the Lowest
BJ's Wholesale Club Product Quality Score by Gender
Male customers rated BJ's Wholesale Club's Product Quality score 0.4 stars higher than Female customers.
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Male
3.1/5
Female
2.7/5
BJ's Wholesale Club Product Quality Score by Ethnicity
BJ's Wholesale Club's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of BJ's Wholesale Club.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Hispanic or Latino 5 | Hispanic or Latino | 5 |
African American/Black 3.2 | African American/Black | 3.2 |
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Other 1.9 | Other | 1.9 |
BJ's Wholesale Club Product Quality Score by Age
BJ's Wholesale Club's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of BJ's Wholesale Club.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 3.5 | 26-30 | 3.5 |
31-35 3.5 | 31-35 | 3.5 |
36-40 2.7 | 36-40 | 2.7 |
41-45 2.8 | 41-45 | 2.8 |
46-50 2.7 | 46-50 | 2.7 |
51-55 2.7 | 51-55 | 2.7 |
56-60 2.3 | 56-60 | 2.3 |
61-65 2.7 | 61-65 | 2.7 |
66+ 2.8 | 66+ | 2.8 |
BJ's Wholesale Club Product Quality Score by Usage
BJ's Wholesale Club's Product Quality score was rated the highest by customers who have used BJ's Wholesale Club's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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BJ's Wholesale Club Product Quality Score by Industry
BJ's Wholesale Club's Product Quality score was rated the highest by Architecture and Planning industry customers, and the lowest by Banking and Financial Services industry customers.
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BJ's Wholesale Club Product Quality vs. Competitors
Compared to its competitors, BJ's Wholesale Club's Product Quality score is rated right below Sam's Club.
| COMPANY | Product Quality Score | |
|---|---|---|
| Souq.com | 5/5 |
| Costco | 4.3/5 |
| Wholesale | 3.8/5 |
| Smart & Final | 3.3/5 |
| Sam's Club | 2.9/5 |
| BJ's Wholesale Club | 2.7/5 |
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BJ's Wholesale Club Pricing
BJ's Wholesale Club ROI & Value For Money
2.9/5
BJ's Wholesale Club has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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BJ's Wholesale Club Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Arts and Entertainment industry. The users from the Government and Public Policy industry think that they had the lowest ROI from BJ's Wholesale Club.
Quick Insights into BJ's Wholesale Club ROI
BJ's Wholesale Club's ROI score was rated highest by Hispanic or Latino customers, and rated lowest by Other customers.
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Ranked BJ's Wholesale Club ROI the Highest
Ranked BJ's Wholesale Club ROI the Lowest
BJ's Wholesale Club ROI Score by Gender
Male customers rated BJ's Wholesale Club's ROI score 0.4 stars higher than Female customers.
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Male
3.2/5
Female
2.8/5
BJ's Wholesale Club ROI Score by Ethnicity
BJ's Wholesale Club's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of BJ's Wholesale Club.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Hispanic or Latino 5 | Hispanic or Latino | 5 |
African American/Black 3.2 | African American/Black | 3.2 |
Asian or Pacific Islander 3.3 | Asian or Pacific Islander | 3.3 |
Other 2.2 | Other | 2.2 |
BJ's Wholesale Club ROI Score by Age
BJ's Wholesale Club's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of BJ's Wholesale Club.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.2 | 18-25 | 3.2 |
26-30 3.4 | 26-30 | 3.4 |
31-35 3.5 | 31-35 | 3.5 |
36-40 2.8 | 36-40 | 2.8 |
41-45 3 | 41-45 | 3 |
46-50 3.4 | 46-50 | 3.4 |
51-55 2.7 | 51-55 | 2.7 |
56-60 2.3 | 56-60 | 2.3 |
61-65 3.4 | 61-65 | 3.4 |
66+ 2.9 | 66+ | 2.9 |
BJ's Wholesale Club ROI Score by Usage
BJ's Wholesale Club's ROI score was rated the highest by customers who have used BJ's Wholesale Club's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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BJ's Wholesale Club ROI Score by Industry
BJ's Wholesale Club's ROI score was rated the highest by Arts and Entertainment industry customers, and the lowest by Government and Public Policy industry customers.
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BJ's Wholesale Club Pricing vs. Competitors
Compared to its competitors, BJ's Wholesale Club's ROI score is rated right below Sam's Club.
| COMPANY | Pricing Score | |
|---|---|---|
| Souq.com | 5/5 |
| Costco | 4.1/5 |
| Wholesale | 3.6/5 |
| Smart & Final | 3.2/5 |
| Sam's Club | 3.1/5 |
| BJ's Wholesale Club | 2.9/5 |
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BJ's Wholesale Club Customer Satisfaction (CSAT)
BJ's Wholesale Club Customer Satisfaction (CSAT) Score
49 / 100
BJ's Wholesale Club has an overall Customer Satisfaction score of 49 rated by its users and customers.
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Very Satisfied
33%
Satisfied
16%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
7%
Very Dissatisfied
34%
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 BJ's Wholesale Club Customer Satisfaction
BJ's Wholesale Club's Customer Satisfaction score was rated highest by Hispanic or Latino customers, and rated lowest by Other customers.
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Ranked BJ's Wholesale Club Customer Satisfaction the Highest
Ranked BJ's Wholesale Club Customer Satisfaction the Lowest
BJ's Wholesale Club Customer Satisfaction Score by Gender
Male customers rated BJ's Wholesale Club's Customer Satisfaction score 6 points higher than Female customers.
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48 / 100
MaleVery Satisfied | 36% | |
|---|---|---|
Satisfied | 12% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 6% | |
Very Dissatisfied | 29% |
42 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 17% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 17% | |
Very Dissatisfied | 38% |
BJ's Wholesale Club Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
BJ's Wholesale Club's Customer Satisfaction (CSAT) score was rated 45% according to Caucasian users and customers.
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45 / 100
Very Satisfied
29%
Satisfied
16%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
16%
Very Dissatisfied
30%
CSAT according to Hispanic or Latino
BJ's Wholesale Club's Customer Satisfaction (CSAT) score was rated 100% according to Hispanic or Latino users and customers.
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100 / 100
Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
BJ's Wholesale Club's Customer Satisfaction (CSAT) score was rated 58% according to African American/Black users and customers.
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58 / 100
Very Satisfied
29%
Satisfied
29%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
8%
Very Dissatisfied
29%
CSAT according to Asian or Pacific Islander
BJ's Wholesale Club's Customer Satisfaction (CSAT) score was rated 57% according to Asian or Pacific Islander users and customers.
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57 / 100
Very Satisfied
57%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
14%
Very Dissatisfied
29%
CSAT according to Other
BJ's Wholesale Club's Customer Satisfaction (CSAT) score was rated 11% according to Other users and customers.
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11 / 100
Very Satisfied
11%
Satisfied
0%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
11%
Very Dissatisfied
67%
BJ's Wholesale Club Customer Satisfaction Score by Age
BJ's Wholesale Club's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of BJ's Wholesale Club.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 50% | |||||||||||||||
| 26-30 | 67% | |||||||||||||||
| 31-35 | 67% | |||||||||||||||
| 36-40 | 50% | |||||||||||||||
| 41-45 | 63% | |||||||||||||||
| 46-50 | 55% | |||||||||||||||
| 51-55 | 38% | |||||||||||||||
| 56-60 | 18% | |||||||||||||||
| 61-65 | 29% | |||||||||||||||
| 66+ | 39% |
BJ's Wholesale Club Customer Satisfaction Score by Usage
BJ's Wholesale Club's Customer Satisfaction score was rated the highest by customers who have used BJ's Wholesale Club's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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BJ's Wholesale Club Customer Satisfaction Score by Industry
BJ's Wholesale Club's Customer Satisfaction score was rated the highest by Arts and Entertainment industry customers, and the lowest by Banking and Financial Services industry customers.
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"title": "BJ's Wholesale Club Customer Satisfaction Score by Industry",
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]
}BJ's Wholesale Club Customer Satisfaction vs. Competitors
Compared to its competitors, BJ's Wholesale Club's Customer Satisfaction score is rated right below Sam's Club.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Souq.com | 100% |
| Costco | 84% |
| Wholesale | 75% |
| Smart & Final | 55% |
| Sam's Club | 53% |
| BJ's Wholesale Club | 49% |
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BJ's Wholesale Club Customer Service
2.6/5
BJ's Wholesale Club has an overall Customer Service score of 2.6 out of 5 stars rated by its users and customers.
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About BJ's Wholesale Club's Customer Service
Address
Westborough, MA
Website
http://www.bjs.com/
Phone Number
7145127400
Quick Insights into BJ's Wholesale Club Customer Service
BJ's Wholesale Club's Customer Service score was rated highest by Hispanic or Latino customers, and rated lowest by Other customers.
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Ranked BJ's Wholesale Club Customer Service the Highest
Ranked BJ's Wholesale Club Customer Service the Lowest
BJ's Wholesale Club Customer Service Score by Gender
Male customers rated BJ's Wholesale Club's Customer Service score 0.5 stars higher than Female customers.
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Male
2.9/5
Female
2.4/5
BJ's Wholesale Club Customer Service Score by Ethnicity
BJ's Wholesale Club's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 4.6 | Hispanic or Latino | 4.6 |
African American/Black 3 | African American/Black | 3 |
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Other 1.6 | Other | 1.6 |
BJ's Wholesale Club Customer Service Score by Age
BJ's Wholesale Club's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3 | 18-25 | 3 |
26-30 3.8 | 26-30 | 3.8 |
31-35 3.8 | 31-35 | 3.8 |
36-40 2.3 | 36-40 | 2.3 |
41-45 2.5 | 41-45 | 2.5 |
46-50 2.9 | 46-50 | 2.9 |
51-55 2.1 | 51-55 | 2.1 |
56-60 1.6 | 56-60 | 1.6 |
61-65 2.5 | 61-65 | 2.5 |
66+ 2.7 | 66+ | 2.7 |
BJ's Wholesale Club Customer Service Score by Usage
BJ's Wholesale Club's Customer Service score was rated the highest by customers who have used BJ's Wholesale Club's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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BJ's Wholesale Club Customer Service Score by Industry
BJ's Wholesale Club's Customer Service score was rated the highest by Arts and Entertainment industry customers, and the lowest by Education industry customers.
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BJ's Wholesale Club Customer Service vs. Competitors
Compared to its competitors, BJ's Wholesale Club's Customer Service score is rated right below Sam's Club.
| COMPANY | Customer Service Score | |
|---|---|---|
| Souq.com | 5/5 |
| Costco | 4.2/5 |
| Wholesale | 3.8/5 |
| Smart & Final | 3.3/5 |
| Sam's Club | 2.7/5 |
| BJ's Wholesale Club | 2.6/5 |
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BJ's Wholesale Club as an Employer
2.5/5
BJ's Wholesale Club has a 2.5/5 stars for its overall company culture rated by their employees
bottom
10%
Consumer vs. Employees
BJ's Wholesale Club scored a -25 for Net Promoter Score and a -42 for Employee Net Promoter Score. NPS gauges how likely a customer of BJ's Wholesale Club would recommend the brand to a friend. ENPS measures how likely BJ's Wholesale Club employees would recommend working at BJ's Wholesale Club to a friend.
Net Promoter Score
-25
NPS Score
| 32% | Promoters |
|---|---|
| 11% | Passive |
| 57% | Detractors |
Employee Net Promoter Score
-42
eNPS Score
| 21% | Promoters |
|---|---|
| 16% | Passive |
| 63% | Detractors |
