30
NPS
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B&Q
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About B&Q's Brand
Among its major competitors, B&Q is ranked in 1st place for NPS while The Home Depot is 2nd, and Kingfisher is 3rd.
Brand at a Glance
83%
Customer Loyalty
4.1/5
Product Quality
3.9/5
Pricing
3.9/5
Customer Service
B&Q Ranking
- #1 / 4 of its competitors
B&Q NPS
B&Q's Net Promoter Score (NPS) is a 30 with 57% Promoters, 16% Passives, and 27% Detractors. Net Promoter Score tracks whether B&Q's customers would recommend using the product based on a scale of -100 to 100.
B&Q Overall NPS
| 57% | Promoters |
|---|---|
| 16% | Passives |
| 27% | Detractors |
B&Q NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2024 29 | Jan 2024 | 29 |
Feb 2024 28 | Feb 2024 | 28 |
Apr 2024 28 | Apr 2024 | 28 |
May 2024 32 | May 2024 | 32 |
Nov 2024 30 | Nov 2024 | 30 |
Dec 2024 28 | Dec 2024 | 28 |
Jan 2025 30 | Jan 2025 | 30 |
Feb 2025 29 | Feb 2025 | 29 |
Apr 2025 29 | Apr 2025 | 29 |
Aug 2025 28 | Aug 2025 | 28 |
Dec 2025 29 | Dec 2025 | 29 |
Jan 2026 29 | Jan 2026 | 29 |
How Other Brands Compare
B&Q is ranked first for NPS among its competitors. The Home Depot and Kingfisher come in second and third, with Cymax coming in at #4.
B&Q |  The Home Depot |  Kingfisher |  Cymax | |
| Global Ranking | #- | #86 | #- | #- |
| NPS | 30 | 21 | -6 | - |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $301.06B | - | - |
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.
B&Q NPS by Gender
Male customers rated B&Q's NPS 17 points higher than Female customers.
Male
36
B&Q's NPS was rated 36 by Male customers on Comparably.
65%
Promoters
6%
Passives
29%
Detractors
Female
19
B&Q's NPS was rated 19 by Female customers on Comparably.
50%
Promoters
19%
Passives
31%
Detractors
B&Q NPS by Ethnicity
B&Q's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 28 | Caucasian | 28 |
African American/Black 50 | African American/Black | 50 |
Other 34 | Other | 34 |
B&Q NPS by Age
B&Q's NPS was rated the highest by customers ages 61-65, and the lowest by customers ages 56-60.
B&Q NPS by Usage
B&Q's NPS was rated the highest by customers who have used B&Q's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years 23 | 2 to 5 Years | 23 |
5 to 10 Years 60 | 5 to 10 Years | 60 |
Over 10 Years 19 | Over 10 Years | 19 |
B&Q NPS vs. Competitors
Compared to its competitors, B&Q's NPS is rated right above The Home Depot.
| COMPANY | NPS Score | |
|---|---|---|
| B&Q | 30 |
| The Home Depot | 21 |
| Kingfisher | -6 |
B&Q Customer Reviews
Out of the 9 B&Q customer reviews 6 were positive and 3 were constructive. B&Q 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
B&Q 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 B&Q users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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B&Q Customer Loyalty Score by Gender
Male customers rated B&Q's Customer Loyalty score 1% higher than Female customers.
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Male
84%
Yes
Female
83%
Yes
B&Q Customer Loyalty Score by Ethnicity
B&Q's Customer Loyalty score was rated the highest by Other customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of B&Q.
87
out of 100
Caucasian
78
out of 100
African American/Black
90
out of 100
Other
B&Q Customer Loyalty Score by Age
B&Q's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 100% | 26-30 | 100% |
36-40 70% | 36-40 | 70% |
41-45 100% | 41-45 | 100% |
46-50 70% | 46-50 | 70% |
51-55 100% | 51-55 | 100% |
56-60 78% | 56-60 | 78% |
61-65 100% | 61-65 | 100% |
B&Q Customer Loyalty Score by Usage
B&Q's Customer Loyalty score was rated the highest by customers who have used B&Q's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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B&Q Customer Loyalty Score by Industry
B&Q's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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B&Q Customer Loyalty vs. Competitors
Compared to its competitors, B&Q's Customer Loyalty score is rated right above The Home Depot.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| B&Q | 83% |
| The Home Depot | 81% |
| Kingfisher | 58% |
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B&Q Product Quality
4.1/5
B&Q has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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B&Q Product Information
B&Q’s product quality score is a 4.1 out of 5 as rated by its users and customers. Reviewers from the Aerospace and Aviation industry rated B&Q's product the highest. Reviewers from the Education industry rated B&Q the lowest at 3.
- Website
- http://www.bandqcareers.com
- Company Size
- 10,000+ Employees
Quick Insights into B&Q Product Quality
B&Q's Product Quality score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers from the Education industry.
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Ranked B&Q Product Quality the Highest
Ranked B&Q Product Quality the Lowest
B&Q Product Quality Score by Gender
Female customers rated B&Q's Product Quality score 0.2 stars higher than Male customers.
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Male
3.8/5
Female
4/5
B&Q Product Quality Score by Ethnicity
B&Q's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
African American/Black 4.5 | African American/Black | 4.5 |
Other 4 | Other | 4 |
B&Q Product Quality Score by Age
B&Q's Product Quality score was rated the highest by customers ages 61-65, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 4.1 | 26-30 | 4.1 |
36-40 4.4 | 36-40 | 4.4 |
41-45 3.5 | 41-45 | 3.5 |
46-50 3.1 | 46-50 | 3.1 |
51-55 4.1 | 51-55 | 4.1 |
56-60 3 | 56-60 | 3 |
61-65 4.6 | 61-65 | 4.6 |
B&Q Product Quality Score by Usage
B&Q's Product Quality score was rated the highest by customers who have used B&Q's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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B&Q Product Quality Score by Industry
B&Q's Product Quality score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Education industry customers.
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B&Q Product Quality vs. Competitors
Compared to its competitors, B&Q's Product Quality score is rated right above The Home Depot.
| COMPANY | Product Quality Score | |
|---|---|---|
| B&Q | 4.1/5 |
| The Home Depot | 3.6/5 |
| Kingfisher | 3.4/5 |
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B&Q Pricing
B&Q ROI & Value For Money
3.9/5
B&Q has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.
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B&Q 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 Aerospace and Aviation industry. The users from the Tech industry think that they had the lowest ROI from B&Q.
Quick Insights into B&Q ROI
B&Q's ROI score was rated highest by African American/Black customers, and rated lowest by customers from the Tech industry.
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Ranked B&Q ROI the Highest
Ranked B&Q ROI the Lowest
B&Q ROI Score by Gender
Male customers rated B&Q's ROI score 0.1 stars higher than Female customers.
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Male
3.7/5
Female
3.6/5
B&Q ROI Score by Ethnicity
B&Q's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
African American/Black 4.6 | African American/Black | 4.6 |
Other 3.6 | Other | 3.6 |
B&Q ROI Score by Age
B&Q's ROI score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.7 | 26-30 | 3.7 |
36-40 3.6 | 36-40 | 3.6 |
41-45 3.6 | 41-45 | 3.6 |
46-50 3.5 | 46-50 | 3.5 |
51-55 4.5 | 51-55 | 4.5 |
56-60 3 | 56-60 | 3 |
61-65 4 | 61-65 | 4 |
B&Q ROI Score by Usage
B&Q's ROI score was rated the highest by customers who have used B&Q's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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B&Q ROI Score by Industry
B&Q's ROI score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
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B&Q Pricing vs. Competitors
Compared to its competitors, B&Q's ROI score is rated right above The Home Depot.
| COMPANY | Pricing Score | |
|---|---|---|
| B&Q | 3.9/5 |
| The Home Depot | 3.6/5 |
| Kingfisher | 3.3/5 |
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B&Q Customer Satisfaction (CSAT)
B&Q Customer Satisfaction (CSAT) Score
80 / 100
B&Q has an overall Customer Satisfaction score of 80 rated by its users and customers.
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Very Satisfied
62%
Satisfied
18%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
4%
Very Dissatisfied
8%
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 B&Q Customer Satisfaction
B&Q's Customer Satisfaction score was rated highest by customers ages 51-55, and rated lowest by customers ages 56-60.
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Ranked B&Q Customer Satisfaction the Highest
Ranked B&Q Customer Satisfaction the Lowest
B&Q Customer Satisfaction Score by Gender
Female customers rated B&Q's Customer Satisfaction score 11 points higher than Male customers.
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69 / 100
MaleVery Satisfied | 63% | |
|---|---|---|
Satisfied | 6% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 5% | |
Very Dissatisfied | 13% |
80 / 100
FemaleVery Satisfied | 47% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 7% | |
Very Dissatisfied | 13% |
B&Q Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
B&Q's Customer Satisfaction (CSAT) score was rated 77% according to Caucasian users and customers.
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77 / 100
Very Satisfied
46%
Satisfied
31%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
7%
Very Dissatisfied
8%
CSAT according to African American/Black
B&Q's Customer Satisfaction (CSAT) score was rated 75% according to African American/Black users and customers.
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75 / 100
Very Satisfied
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
CSAT according to Other
B&Q's Customer Satisfaction (CSAT) score was rated 78% according to Other users and customers.
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78 / 100
Very Satisfied
67%
Satisfied
11%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
11%
Very Dissatisfied
11%
B&Q Customer Satisfaction Score by Age
B&Q's Customer Satisfaction score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 67% | |||||||||||||||
| 36-40 | 84% | |||||||||||||||
| 41-45 | 83% | |||||||||||||||
| 46-50 | 67% | |||||||||||||||
| 51-55 | 100% | |||||||||||||||
| 56-60 | 50% | |||||||||||||||
| 61-65 | 100% |
B&Q Customer Satisfaction Score by Usage
B&Q's Customer Satisfaction score was rated the highest by customers who have used B&Q's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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B&Q Customer Satisfaction Score by Industry
B&Q's Customer Satisfaction score was rated the highest by Construction industry customers, and the lowest by Tech industry customers.
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{
"title": "B&Q Customer Satisfaction Score by Industry",
"text": "B&Q's Customer Satisfaction score was rated the highest by Construction industry customers, and the lowest by Tech industry customers.",
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"label": "Tech",
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"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Architecture and Planning",
"groupId": 498,
"score": 75,
"stars": 0,
"csatScore": 75,
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"scoreClassName": "",
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}B&Q Customer Satisfaction vs. Competitors
Compared to its competitors, B&Q's Customer Satisfaction score is rated right above Kingfisher.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| B&Q | 80% |
| Kingfisher | 73% |
| The Home Depot | 68% |
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B&Q Customer Service
3.9/5
B&Q has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About B&Q's Customer Service
Address
United Kingdom
Website
http://www.bandqcareers.com
Quick Insights into B&Q Customer Service
B&Q's Customer Service score was rated highest by customers from the Construction industry, and rated lowest by customers from the Tech industry.
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Ranked B&Q Customer Service the Highest
Ranked B&Q Customer Service the Lowest
B&Q Customer Service Score by Gender
Male customers rated B&Q's Customer Service score 0.1 stars higher than Female customers.
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Male
3.8/5
Female
3.7/5
B&Q Customer Service Score by Ethnicity
B&Q's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of B&Q.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
African American/Black 4.6 | African American/Black | 4.6 |
Other 3.9 | Other | 3.9 |
B&Q Customer Service Score by Age
B&Q's Customer Service score was rated the highest by customers ages 61-65, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3.9 | 26-30 | 3.9 |
36-40 3.9 | 36-40 | 3.9 |
41-45 3.6 | 41-45 | 3.6 |
46-50 3.6 | 46-50 | 3.6 |
51-55 4.1 | 51-55 | 4.1 |
56-60 3 | 56-60 | 3 |
61-65 4.5 | 61-65 | 4.5 |
B&Q Customer Service Score by Usage
B&Q's Customer Service score was rated the highest by customers who have used B&Q's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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B&Q Customer Service Score by Industry
B&Q's Customer Service score was rated the highest by Construction industry customers, and the lowest by Tech industry customers.
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B&Q Customer Service vs. Competitors
Compared to its competitors, B&Q's Customer Service score is rated right above The Home Depot.
| COMPANY | Customer Service Score | |
|---|---|---|
| B&Q | 3.9/5 |
| The Home Depot | 3.6/5 |
| Kingfisher | 3.4/5 |
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B&Q as an Employer
Consumer vs. Employees
B&Q scored a 30 for Net Promoter Score and a 15 for Employee Net Promoter Score. NPS gauges how likely a customer of B&Q would recommend the brand to a friend. ENPS measures how likely B&Q employees would recommend working at B&Q to a friend.
Net Promoter Score
30
NPS Score
| 57% | Promoters |
|---|---|
| 16% | Passive |
| 27% | Detractors |
Employee Net Promoter Score
15
eNPS Score
| 46% | Promoters |
|---|---|
| 23% | Passive |
| 31% | Detractors |
