-39
NPS
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Brilliant Earth
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About Brilliant Earth's Brand
Brilliant Earth was co-founded by Beth Gerstein and Eric Grossberg, who met at Stanford University.
Brand at a Glance
46%
Customer Loyalty
2.5/5
Product Quality
2.3/5
Pricing
2.5/5
Customer Service
Brilliant Earth NPS
Brilliant Earth's Net Promoter Score (NPS) is a -39 with 26% Promoters, 9% Passives, and 65% Detractors. Net Promoter Score tracks whether Brilliant Earth's customers would recommend using the product based on a scale of -100 to 100.
Brilliant Earth Overall NPS
| 26% | Promoters |
|---|---|
| 9% | Passives |
| 65% | Detractors |
Brilliant Earth NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2023 -17 | Feb 2023 | -17 |
Mar 2023 -23 | Mar 2023 | -23 |
Jun 2023 -29 | Jun 2023 | -29 |
Jul 2023 -27 | Jul 2023 | -27 |
Jan 2024 -25 | Jan 2024 | -25 |
Feb 2024 -30 | Feb 2024 | -30 |
Mar 2024 -34 | Mar 2024 | -34 |
Jul 2024 -27 | Jul 2024 | -27 |
Dec 2024 -30 | Dec 2024 | -30 |
Jan 2025 -34 | Jan 2025 | -34 |
Feb 2025 -36 | Feb 2025 | -36 |
May 2025 -39 | May 2025 | -39 |
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.
Brilliant Earth NPS by Gender
Brilliant Earth's NPS was rated -57 by Female customers on Comparably.
Female
-57
Brilliant Earth's NPS was rated -57 by Female customers on Comparably.
14%
Promoters
15%
Passives
71%
Detractors
Male
N/A
Brilliant Earth's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Brilliant Earth NPS by Ethnicity
Brilliant Earth's NPS was rated -83 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -83 | Caucasian | -83 |
Brilliant Earth NPS by Usage
Brilliant Earth's NPS was rated the highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -66 | Less than 1 Year | -66 |
2 to 5 Years -40 | 2 to 5 Years | -40 |
Brilliant Earth Customer Reviews
Out of the 3 Brilliant Earth customer reviews 1 was positive and 2 were constructive. Brilliant Earth 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
Brilliant Earth Customer Loyalty
46%
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.
46% of Brilliant Earth users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Brilliant Earth Customer Loyalty Score by Gender
Brilliant Earth's Customer Loyalty score was rated 61 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Brilliant Earth.
Female
61%
Yes
Male
N/A
Yes
Brilliant Earth Customer Loyalty Score by Ethnicity
Brilliant Earth's Customer Loyalty score was rated 70% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Brilliant Earth.
70
out of 100
Caucasian
Brilliant Earth Customer Loyalty Score by Usage
Brilliant Earth's Customer Loyalty score was rated the highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year 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.
Brilliant Earth Product Quality
2.5/5
Brilliant Earth has an overall Product Quality score of 2.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Brilliant Earth's overall Product Quality score rated by its users and customers.
Brilliant Earth Product Information
Brilliant Earth’s product quality score is a 2.5 out of 5 as rated by its users and customers.
- Company Size
- 51-200 Employees
Industry
Tech
Fashion and Beauty
Ecommerce and Marketplaces
Hardware and Devices
Social
Quick Insights into Brilliant Earth Product Quality
Brilliant Earth's Product Quality score was rated highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and rated lowest by customers who have used Brilliant Earth's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked Brilliant Earth's Product Quality.
Ranked Brilliant Earth Product Quality the Highest
Ranked Brilliant Earth Product Quality the Lowest
Brilliant Earth Product Quality Score by Gender
Brilliant Earth's Product Quality score was rated 2.4 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Brilliant Earth.
Female
2.4/5
Male
N/A
Brilliant Earth Product Quality Score by Ethnicity
Brilliant Earth'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 Brilliant Earth.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Brilliant Earth Product Quality Score by Usage
Brilliant Earth's Product Quality score was rated the highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Brilliant Earth Pricing
Brilliant Earth ROI & Value For Money
2.3/5
Brilliant Earth has a value for money and ROI score of 2.3 out of 5 stars rated by its users and customers.
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Quick Insights into Brilliant Earth ROI
Brilliant Earth's ROI score was rated highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and rated lowest by customers who have used Brilliant Earth's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked Brilliant Earth's ROI score.
Ranked Brilliant Earth ROI the Highest
Ranked Brilliant Earth ROI the Lowest
Brilliant Earth ROI Score by Gender
Brilliant Earth's ROI score was rated 2 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Brilliant Earth.
Female
2/5
Male
N/A
Brilliant Earth ROI Score by Ethnicity
Brilliant Earth'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 Brilliant Earth.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Brilliant Earth ROI Score by Usage
Brilliant Earth's ROI score was rated the highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Brilliant Earth Customer Satisfaction (CSAT)
Brilliant Earth Customer Satisfaction (CSAT) Score
39 / 100
Brilliant Earth has an overall Customer Satisfaction score of 39 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
10%
Satisfied
29%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
3%
Very Dissatisfied
48%
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 Brilliant Earth Customer Satisfaction
Brilliant Earth's Customer Satisfaction score was rated highest by Female customers, and rated lowest by customers who have used Brilliant Earth's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked Brilliant Earth's Customer Satisfaction.
Ranked Brilliant Earth Customer Satisfaction the Highest
Ranked Brilliant Earth Customer Satisfaction the Lowest
Brilliant Earth Customer Satisfaction Score by Gender
Brilliant Earth's Customer Satisfaction score was rated 43 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Brilliant Earth.
43 / 100
FemaleVery Satisfied | 14% | |
|---|---|---|
Satisfied | 29% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 57% |
Brilliant Earth Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Brilliant Earth's Customer Satisfaction (CSAT) score was rated 17% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Brilliant Earth.
17 / 100
Very Satisfied
0%
Satisfied
17%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
83%
Brilliant Earth Customer Satisfaction Score by Usage
Brilliant Earth's Customer Satisfaction score was rated the highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Brilliant Earth Customer Service
2.5/5
Brilliant Earth has an overall Customer Service score of 2.5 out of 5 stars rated by its users and customers.
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About Brilliant Earth's Customer Service
Address
26 O'Farrell Street, San Francisco, CA
Website
http://www.brilliantearth.com
Phone Number
415-799-3343
Quick Insights into Brilliant Earth Customer Service
Brilliant Earth's Customer Service score was rated highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and rated lowest by customers who have used Brilliant Earth's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked Brilliant Earth's Customer Service score.
Ranked Brilliant Earth Customer Service the Highest
Ranked Brilliant Earth Customer Service the Lowest
Brilliant Earth Customer Service Score by Gender
Brilliant Earth's Customer Service score was rated 2.2 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Brilliant Earth.
Female
2.2/5
Male
N/A
Brilliant Earth Customer Service Score by Ethnicity
Brilliant Earth'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 Brilliant Earth.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Brilliant Earth Customer Service Score by Usage
Brilliant Earth's Customer Service score was rated the highest by customers who have used Brilliant Earth's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Brilliant Earth as an Employer
2.6/5
Brilliant Earth has a 2.6/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Brilliant Earth scored a -39 for Net Promoter Score and a -57 for Employee Net Promoter Score. NPS gauges how likely a customer of Brilliant Earth would recommend the brand to a friend. ENPS measures how likely Brilliant Earth employees would recommend working at Brilliant Earth to a friend.
Net Promoter Score
-39
NPS Score
| 26% | Promoters |
|---|---|
| 9% | Passive |
| 65% | Detractors |
Employee Net Promoter Score
-57
eNPS Score
| 19% | Promoters |
|---|---|
| 5% | Passive |
| 76% | Detractors |
