Backcountry.com NPS & Customer Reviews

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Backcountry.com

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Backcountry.com

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About Backcountry.com's Brand

Backcountry.com is an online retailer that sells clothing and equipment for outdoor and action sports. Among its major competitors, Backcountry.com is ranked in 7th place for NPS while Patagonia is 1st, and REI is 2nd.Their current valuation is $4.88B

Brand at a Glance

61%

Customer Loyalty

3.4/5

Product Quality

3.2/5

Pricing

3.2/5

Customer Service

Backcountry.com CMO

Sarah Crockett

Backcountry.com Ranking

^#4 / 4 of its competitors

Backcountry.com NPS

Backcountry.com's Net Promoter Score (NPS) is a -5 with 39% Promoters, 17% Passives, and 44% Detractors. Net Promoter Score tracks whether Backcountry.com's customers would recommend using the product based on a scale of -100 to 100.

Backcountry.com Overall NPS

-5

NPS

39%	Promoters
17%	Passives
44%	Detractors

Backcountry.com NPS Trend

-100

-50

100

Summary	Date	Score
Oct 2024 0	Oct 2024	0
Nov 2024 0	Nov 2024	0
Jan 2025 2	Jan 2025	2
Feb 2025 0	Feb 2025	0
May 2025 1	May 2025	1
Jun 2025 -1	Jun 2025	-1
Jul 2025 -1	Jul 2025	-1
Oct 2025 -1	Oct 2025	-1
Jan 2026 -3	Jan 2026	-3
Feb 2026 -6	Feb 2026	-6
Mar 2026 -4	Mar 2026	-4
May 2026 -6	May 2026	-6

How Other Brands Compare

Backcountry.com is ranked #4 for NPS among its competitors. Patagonia and REI come in first and second, with Amazon coming in at third. Among those competitors, it is the third most valued company behind Amazon.

	Backcountry.com	Amazon	REI	Patagonia
Global Ranking	#-	#9	#19	#163
NPS	-5	49	53	59
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	Neutral	-
Valuation Updated every 24 hours for public companies	$4.88B	$1.64T	$373.70M	-

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.

Backcountry.com NPS by Gender

Male customers rated Backcountry.com's NPS 2 points higher than Female customers.

Male

-17

Backcountry.com's NPS was rated -17 by Male customers on Comparably.

33%

Promoters

17%

Passives

50%

Detractors

Female

-19

Backcountry.com's NPS was rated -19 by Female customers on Comparably.

31%

Promoters

19%

Passives

50%

Detractors

Backcountry.com NPS by Ethnicity

Backcountry.com's NPS was rated the highest by Native American customers, and the lowest by African American/Black customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -21	Caucasian	-21
African American/Black -100	African American/Black	-100
Native American 34	Native American	34
Other -60	Other	-60

Backcountry.com NPS by Age

Backcountry.com's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.

100

Summary

Age

Promoters

Passives

Detractors

18-25

80%

20%

26-30

42%

29%

31-35

75%

25%

36-40

20%

60%

41-45

67%

33%

46-50

40%

60%

51-55

28%

29%

43%

56-60

100%

66+

20%

80%

Backcountry.com NPS by Usage

Backcountry.com's NPS was rated the highest by customers who have used Backcountry.com's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year 24	Less than 1 Year	24
1 to 2 Years -29	1 to 2 Years	-29
2 to 5 Years -50	2 to 5 Years	-50
5 to 10 Years 14	5 to 10 Years	14
Over 10 Years -40	Over 10 Years	-40

Backcountry.com NPS vs. Competitors

Compared to its competitors, Backcountry.com's NPS is rated right above Moosejaw Mountaineering and Backcountry Travel, and is preceded by The North Face.

COMPANY		NPS Score
	Patagonia	59
	REI	53
	Amazon	49
	Zappos	30
	Sierra Trading Post	25
	The North Face	15
	Backcountry.com	-5
	Moosejaw Mountaineering and Backcountry Travel	-100

Backcountry.com Customer Reviews

Out of the 11 Backcountry.com customer reviews 7 were positive and 4 were constructive. Backcountry.com customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.

All Reviews

Positive Reviews

Constructive Reviews

Backcountry.com Customer Loyalty

61%

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.

61% of Backcountry.com users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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61%

39%

Backcountry.com Customer Loyalty Score by Gender

Male customers rated Backcountry.com's Customer Loyalty score 35% higher than Female customers.

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Male

73%

Yes

Female

38%

Yes

Backcountry.com Customer Loyalty Score by Ethnicity

Backcountry.com's Customer Loyalty score was rated the highest by Native American customers, and the lowest by African American/Black customers.

% who answered "Yes"

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out of 100

Caucasian

out of 100

African American/Black

100

out of 100

Native American

out of 100

Other

Backcountry.com Customer Loyalty Score by Age

Backcountry.com's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

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20%

40%

60%

80%

100%

Summary	Age	Score
18-25 100%	18-25	100%
26-30 61%	26-30	61%
31-35 55%	31-35	55%
36-40 28%	36-40	28%
41-45 55%	41-45	55%
46-50 82%	46-50	82%
51-55 74%	51-55	74%
56-60 64%	56-60	64%
66+ 28%	66+	28%

Backcountry.com Customer Loyalty Score by Usage

Backcountry.com's Customer Loyalty score was rated the highest by customers who have used Backcountry.com's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.

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Less than 1 Year	55%
1 to 2 Years	36%
2 to 5 Years	55%
5 to 10 Years	74%
Over 10 Years	82%

Backcountry.com Customer Loyalty Score by Industry

Backcountry.com's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Retail industry customers.

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Tech	59%
Banking and Financial Services	78%
Consulting	70%
Marketing, Advertising and Research	70%
Retail	55%

Backcountry.com Customer Loyalty vs. Competitors

Compared to its competitors, Backcountry.com's Customer Loyalty score is rated right above Moosejaw Mountaineering and Backcountry Travel, and is preceded by The North Face.

COMPANY		Customer Loyalty Score
	Amazon	89%
	REI	86%
	Patagonia	81%
	Sierra Trading Post	77%
	Zappos	76%
	The North Face	71%
	Backcountry.com	61%
	Moosejaw Mountaineering and Backcountry Travel	N/A

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Backcountry.com Product Quality

3.4/5

Backcountry.com has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.

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Backcountry.com Product Information

Backcountry.com’s product quality score is a 3.4 out of 5 as rated by its users and customers. Reviewers from the Consulting industry rated Backcountry.com's product the highest. Reviewers from the Tech industry rated Backcountry.com the lowest at 2.9.

Website: http://www.backcountry.com

Company Size: 1,001-5,000 Employees

Industry

Retail

Quick Insights into Backcountry.com Product Quality

Backcountry.com's Product Quality score was rated highest by customers from the Consulting industry, and rated lowest by customers ages 56-60.

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Ranked Backcountry.com Product Quality the Highest

Consulting	4.6
18-25	4.5
1 to 2 Years	4

Ranked Backcountry.com Product Quality the Lowest

2 to 5 Years	2.5
African American/Black	1.9
56-60	1.5

Backcountry.com Product Quality Score by Gender

Female customers rated Backcountry.com's Product Quality score 0.3 stars higher than Male customers.

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Male

3.3/5

Female

3.6/5

Backcountry.com Product Quality Score by Ethnicity

Backcountry.com's Product Quality score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.

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Summary	Ethnicity	Score
Caucasian 3.5	Caucasian	3.5
African American/Black 1.9	African American/Black	1.9
Native American 3.1	Native American	3.1
Other 2.5	Other	2.5

Backcountry.com Product Quality Score by Age

Backcountry.com's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.

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Summary	Age	Score
18-25 4.5	18-25	4.5
26-30 4.5	26-30	4.5
31-35 3.6	31-35	3.6
36-40 3.4	36-40	3.4
41-45 3.7	41-45	3.7
46-50 3.2	46-50	3.2
51-55 3	51-55	3
56-60 1.5	56-60	1.5
66+ 3.2	66+	3.2

Backcountry.com Product Quality Score by Usage

Backcountry.com's Product Quality score was rated the highest by customers who have used Backcountry.com's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year	3.7
1 to 2 Years	4
2 to 5 Years	2.5
5 to 10 Years	4
Over 10 Years	3.1

Backcountry.com Product Quality Score by Industry

Backcountry.com's Product Quality score was rated the highest by Consulting industry customers, and the lowest by Tech industry customers.

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Tech	2.9
Banking and Financial Services	3.9
Consulting	4.6
Marketing, Advertising and Research	3.5
Retail	3.5

Backcountry.com Product Quality vs. Competitors

Compared to its competitors, Backcountry.com's Product Quality score is rated right above Moosejaw Mountaineering and Backcountry Travel, and is preceded by The North Face.

COMPANY		Product Quality Score
	Patagonia	4.5/5
	REI	4.3/5
	Amazon	4.2/5
	Zappos	4/5
	Sierra Trading Post	3.8/5
	The North Face	3.7/5
	Backcountry.com	3.4/5
	Moosejaw Mountaineering and Backcountry Travel	N/A

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Backcountry.com Pricing

Backcountry.com ROI & Value For Money

3.2/5

Backcountry.com has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.

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Backcountry.com 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 Banking and Financial Services industry. The users from the Tech industry think that they had the lowest ROI from Backcountry.com.

Quick Insights into Backcountry.com ROI

Backcountry.com's ROI score was rated highest by customers ages 18-25, and rated lowest by customers ages 56-60.

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Ranked Backcountry.com ROI the Highest

18-25	4.3
Banking and Financial Services	3.7
1 to 2 Years	3.5

Ranked Backcountry.com ROI the Lowest

2 to 5 Years	2.3
African American/Black	1.7
56-60	1.5

Backcountry.com ROI Score by Gender

Female customers rated Backcountry.com's ROI score 0.3 stars higher than Male customers.

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Male

2.9/5

Female

3.2/5

Backcountry.com ROI Score by Ethnicity

Backcountry.com's ROI score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.

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Summary	Ethnicity	Score
Caucasian 3.1	Caucasian	3.1
African American/Black 1.7	African American/Black	1.7
Native American 3	Native American	3
Other 2.4	Other	2.4

Backcountry.com ROI Score by Age

Backcountry.com's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.

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Summary	Age	Score
18-25 4.3	18-25	4.3
26-30 3.9	26-30	3.9
31-35 3.4	31-35	3.4
36-40 2.8	36-40	2.8
41-45 3.3	41-45	3.3
46-50 3	46-50	3
51-55 2.7	51-55	2.7
56-60 1.5	56-60	1.5
66+ 2.4	66+	2.4

Backcountry.com ROI Score by Usage

Backcountry.com's ROI score was rated the highest by customers who have used Backcountry.com's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year	3.3
1 to 2 Years	3.5
2 to 5 Years	2.3
5 to 10 Years	3.5
Over 10 Years	2.7

Backcountry.com ROI Score by Industry

Backcountry.com's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.

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Tech	2.7
Banking and Financial Services	3.7
Consulting	3.6
Marketing, Advertising and Research	3.1
Retail	3.3

Backcountry.com Pricing vs. Competitors

Compared to its competitors, Backcountry.com's ROI score is rated right above Moosejaw Mountaineering and Backcountry Travel, and is preceded by The North Face.

COMPANY		Pricing Score
	Patagonia	4.2/5
	REI	4.1/5
	Amazon	4.1/5
	Sierra Trading Post	4/5
	Zappos	3.9/5
	The North Face	3.4/5
	Backcountry.com	3.2/5
	Moosejaw Mountaineering and Backcountry Travel	N/A

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Backcountry.com Customer Satisfaction (CSAT)

Backcountry.com Customer Satisfaction (CSAT) Score

54 / 100

Backcountry.com has an overall Customer Satisfaction score of 54 rated by its users and customers.

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Very Satisfied	29%
Satisfied	25%
Neither Satisfied nor Dissatisfied	17%
Dissatisfied	7%
Very Dissatisfied	22%

Very Satisfied

29%

Satisfied

25%

Neither Satisfied nor Dissatisfied

17%

Dissatisfied

Very Dissatisfied

22%

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 Backcountry.com Customer Satisfaction

Backcountry.com's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by African American/Black customers.

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Ranked Backcountry.com Customer Satisfaction the Highest

26-30	100%
Less than 1 Year	80%
Banking and Financial Services	67%

Ranked Backcountry.com Customer Satisfaction the Lowest

2 to 5 Years	28%
66+	0%
African American/Black	0%

Backcountry.com Customer Satisfaction Score by Gender

Male customers rated Backcountry.com's Customer Satisfaction score 10 points higher than Female customers.

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52 / 100

Male

	Very Satisfied	32%
	Satisfied	20%
	Neither Satisfied nor Dissatisfied	16%
	Dissatisfied	4%
	Very Dissatisfied	28%

42 / 100

Female

	Very Satisfied	34%
	Satisfied	8%
	Neither Satisfied nor Dissatisfied	25%
	Dissatisfied	8%
	Very Dissatisfied	25%

Backcountry.com Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

Backcountry.com's Customer Satisfaction (CSAT) score was rated 50% according to Caucasian users and customers.

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50 / 100

Very Satisfied	33%
Satisfied	17%
Neither Satisfied nor Dissatisfied	21%
Dissatisfied	8%
Very Dissatisfied	21%

Very Satisfied

33%

Satisfied

17%

Neither Satisfied nor Dissatisfied

21%

Dissatisfied

Very Dissatisfied

21%

CSAT according to African American/Black

Backcountry.com's Customer Satisfaction (CSAT) score was rated 0% according to African American/Black users and customers.

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0 / 100

Very Satisfied	0%
Satisfied	0%
Neither Satisfied nor Dissatisfied	50%
Dissatisfied	0%
Very Dissatisfied	50%

Very Satisfied

Satisfied

Neither Satisfied nor Dissatisfied

50%

Dissatisfied

Very Dissatisfied

50%

CSAT according to Native American

Backcountry.com's Customer Satisfaction (CSAT) score was rated 67% according to Native American users and customers.

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67 / 100

Very Satisfied	34%
Satisfied	33%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	33%

Very Satisfied

34%

Satisfied

33%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

33%

CSAT according to Other

Backcountry.com's Customer Satisfaction (CSAT) score was rated 40% according to Other users and customers.

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40 / 100

Very Satisfied	40%
Satisfied	0%
Neither Satisfied nor Dissatisfied	20%
Dissatisfied	0%
Very Dissatisfied	40%

Very Satisfied

40%

Satisfied

Neither Satisfied nor Dissatisfied

20%

Dissatisfied

Very Dissatisfied

40%

Backcountry.com Customer Satisfaction Score by Age

Backcountry.com's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.

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100

Breakdown

Age

Score

18-25

80%

26-30

100%

31-35

67%

36-40

41-45

80%

51-55

50%

56-60

66+

Backcountry.com Customer Satisfaction Score by Usage

Backcountry.com's Customer Satisfaction score was rated the highest by customers who have used Backcountry.com's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year	80
1 to 2 Years	40
2 to 5 Years	28
5 to 10 Years	56
Over 10 Years	50

Backcountry.com Customer Satisfaction Score by Industry

Backcountry.com's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.

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	"title": "Backcountry.com Customer Satisfaction Score by Industry",
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			"groupId": 104,
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Tech	43
Banking and Financial Services	67
Marketing, Advertising and Research	67
Retail	60

Backcountry.com Customer Satisfaction vs. Competitors

Compared to its competitors, Backcountry.com's Customer Satisfaction score is rated right above Moosejaw Mountaineering and Backcountry Travel, and is preceded by The North Face.

COMPANY		Customer Satisfaction (CSAT) Score
	Patagonia	93%
	REI	84%
	Amazon	84%
	Zappos	78%
	Sierra Trading Post	77%
	The North Face	65%
	Backcountry.com	54%
	Moosejaw Mountaineering and Backcountry Travel	0%

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Backcountry.com Customer Service

3.2/5

Backcountry.com has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.

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About Backcountry.com's Customer Service

Address

1678 W Redstone Center Dr. Ste 210, Park City, UT 84098

Website

http://www.backcountry.com

Phone Number

(801)746-7580

Backcountry.com's Social Links

Quick Insights into Backcountry.com Customer Service

Backcountry.com's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers ages 56-60.

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Ranked Backcountry.com Customer Service the Highest

18-25	4.5
1 to 2 Years	3.8
Banking and Financial Services	3.7

Ranked Backcountry.com Customer Service the Lowest

Over 10 Years	2.6
African American/Black	1.7
56-60	1.5

Backcountry.com Customer Service Score by Gender

Female customers rated Backcountry.com's Customer Service score 0.3 stars higher than Male customers.

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Male

3/5

Female

3.3/5

Backcountry.com Customer Service Score by Ethnicity

Backcountry.com's Customer Service score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 3.4	Caucasian	3.4
African American/Black 1.7	African American/Black	1.7
Native American 3	Native American	3
Other 2.1	Other	2.1

Backcountry.com Customer Service Score by Age

Backcountry.com's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.

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100

Summary	Age	Customer Service Score
18-25 4.5	18-25	4.5
26-30 4.2	26-30	4.2
31-35 3.5	31-35	3.5
36-40 2.7	36-40	2.7
41-45 3.3	41-45	3.3
46-50 3	46-50	3
51-55 3.3	51-55	3.3
56-60 1.5	56-60	1.5
66+ 2.3	66+	2.3

Backcountry.com Customer Service Score by Usage

Backcountry.com's Customer Service score was rated the highest by customers who have used Backcountry.com's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year	3.4
1 to 2 Years	3.8
2 to 5 Years	2.7
5 to 10 Years	3.4
Over 10 Years	2.6

Backcountry.com Customer Service Score by Industry

Backcountry.com's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.

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Tech	2.7
Banking and Financial Services	3.7
Consulting	3.6
Marketing, Advertising and Research	3.1
Retail	3.1

Backcountry.com Customer Service vs. Competitors

Compared to its competitors, Backcountry.com's Customer Service score is rated right above Moosejaw Mountaineering and Backcountry Travel, and is preceded by The North Face.

COMPANY		Customer Service Score
	REI	4.4/5
	Patagonia	4.3/5
	Amazon	4.2/5
	Zappos	4.1/5
	Sierra Trading Post	3.6/5
	The North Face	3.4/5
	Backcountry.com	3.2/5
	Moosejaw Mountaineering and Backcountry Travel	N/A

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Backcountry.com as an Employer

2.9/5

Backcountry.com has a 2.9/5 stars for its overall company culture rated by their employees

bottom

10%

CEO of Backcountry.com

Melanie Cox

In the Bottom 10% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Backcountry.com scored a -5 for Net Promoter Score and a -20 for Employee Net Promoter Score. NPS gauges how likely a customer of Backcountry.com would recommend the brand to a friend. ENPS measures how likely Backcountry.com employees would recommend working at Backcountry.com to a friend.

Net Promoter Score

-5

NPS Score

39%	Promoters
17%	Passive
44%	Detractors

Employee Net Promoter Score

-20

eNPS Score

33%	Promoters
14%	Passive
53%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail