-62
NPS
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Build.com
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About Build.com's Brand
Build.com is an online home improvement retailer offering bathroom, kitchen, lighting, hardware, fans and cooling products, and more.
Brand at a Glance
64%
Customer Loyalty
1.8/5
Product Quality
2.1/5
Pricing
1.5/5
Customer Service
Build.com NPS
Build.com's Net Promoter Score (NPS) is a -62 with 17% Promoters, 4% Passives, and 79% Detractors. Net Promoter Score tracks whether Build.com's customers would recommend using the product based on a scale of -100 to 100.
Build.com Overall NPS
| 17% | Promoters |
|---|---|
| 4% | Passives |
| 79% | Detractors |
Build.com NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 -61 | Nov 2023 | -61 |
Dec 2023 -63 | Dec 2023 | -63 |
Feb 2024 -61 | Feb 2024 | -61 |
Mar 2024 -61 | Mar 2024 | -61 |
Apr 2024 -59 | Apr 2024 | -59 |
Jun 2024 -59 | Jun 2024 | -59 |
Jul 2024 -59 | Jul 2024 | -59 |
Oct 2024 -60 | Oct 2024 | -60 |
Nov 2024 -60 | Nov 2024 | -60 |
Mar 2025 -62 | Mar 2025 | -62 |
Nov 2025 -62 | Nov 2025 | -62 |
Jan 2026 -62 | Jan 2026 | -62 |
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.
Build.com NPS by Gender
Male customers rated Build.com's NPS 14 points higher than Female customers.
Male
-70
Build.com's NPS was rated -70 by Male customers on Comparably.
15%
Promoters
0%
Passives
85%
Detractors
Female
-84
Build.com's NPS was rated -84 by Female customers on Comparably.
8%
Promoters
0%
Passives
92%
Detractors
Build.com NPS by Ethnicity
Build.com's NPS was rated the highest by Other customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -80 | Caucasian | -80 |
African American/Black -100 | African American/Black | -100 |
Other -50 | Other | -50 |
Build.com NPS by Age
Build.com's NPS was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
Build.com NPS by Usage
Build.com's NPS was rated the highest by customers who have used Build.com's products/services for 5 to 10 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 -100 | Less than 1 Year | -100 |
1 to 2 Years -50 | 1 to 2 Years | -50 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
5 to 10 Years -34 | 5 to 10 Years | -34 |
Over 10 Years -34 | Over 10 Years | -34 |
Build.com Customer Reviews
Out of the 9 Build.com customer reviews 3 were positive and 6 were constructive. Build.com 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
Build.com Customer Loyalty
64%
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.
64% of Build.com 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?"
Build.com Customer Loyalty Score by Gender
Female customers rated Build.com's Customer Loyalty score 22% higher than Male customers.
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Male
52%
Yes
Female
74%
Yes
Build.com Customer Loyalty Score by Ethnicity
Build.com's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Build.com.
62
out of 100
Caucasian
70
out of 100
African American/Black
78
out of 100
Other
Build.com Customer Loyalty Score by Age
Build.com's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Build.com.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
46-50 64% | 46-50 | 64% |
51-55 70% | 51-55 | 70% |
56-60 78% | 56-60 | 78% |
61-65 55% | 61-65 | 55% |
66+ 58% | 66+ | 58% |
Build.com Customer Loyalty Score by Usage
Build.com's Customer Loyalty score was rated the highest by customers who have used Build.com's products/services for 5 to 10 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.
Build.com Customer Loyalty Score by Industry
Build.com's Customer Loyalty score was rated the highest by Real Estate industry customers, and the lowest by Education industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Build.com Product Quality
1.8/5
Build.com has an overall Product Quality score of 1.8 out of 5 stars rated by its users and customers.
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Build.com Product Information
Build.com’s product quality score is a 1.8 out of 5 as rated by its users and customers. Reviewers from the Architecture and Planning industry rated Build.com's product the highest. Reviewers from the Tech industry rated Build.com the lowest at 1.5.
- Website
- http://build.com
- Company Size
- 201-500 Employees
Industry
Tech
Ecommerce and Marketplaces
Quick Insights into Build.com Product Quality
Build.com's Product Quality score was rated highest by Other customers, and rated lowest by customers from the Tech industry.
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Ranked Build.com Product Quality the Highest
Ranked Build.com Product Quality the Lowest
Build.com Product Quality Score by Gender
Male customers rated Build.com's Product Quality score 0.7 stars higher than Female customers.
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Male
2.2/5
Female
1.5/5
Build.com Product Quality Score by Ethnicity
Build.com's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Build.com.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.6 | Caucasian | 1.6 |
African American/Black 2 | African American/Black | 2 |
Other 3 | Other | 3 |
Build.com Product Quality Score by Age
Build.com's Product Quality score was rated the highest by customers ages 66+, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Build.com.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
46-50 1.6 | 46-50 | 1.6 |
51-55 2 | 51-55 | 2 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.6 | 61-65 | 1.6 |
66+ 2.1 | 66+ | 2.1 |
Build.com Product Quality Score by Usage
Build.com's Product Quality score was rated the highest by customers who have used Build.com's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Build.com Product Quality Score by Industry
Build.com's Product Quality score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Build.com Pricing
Build.com ROI & Value For Money
2.1/5
Build.com has a value for money and ROI score of 2.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Build.com's overall ROI score rated by its users and customers.
Build.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 Architecture and Planning industry. The users from the Education industry think that they had the lowest ROI from Build.com.
Quick Insights into Build.com ROI
Build.com's ROI score was rated highest by customers who have used Build.com's products/services for Over 10 Years, and rated lowest by customers from the Tech industry.
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Ranked Build.com ROI the Highest
Ranked Build.com ROI the Lowest
Build.com ROI Score by Gender
Female customers rated Build.com's ROI score 0.1 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Build.com.
Male
1.9/5
Female
2/5
Build.com ROI Score by Ethnicity
Build.com's ROI score was rated the highest by Other customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Build.com.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
African American/Black 2 | African American/Black | 2 |
Other 2.4 | Other | 2.4 |
Build.com ROI Score by Age
Build.com's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Build.com.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
46-50 2.7 | 46-50 | 2.7 |
51-55 2 | 51-55 | 2 |
56-60 2 | 56-60 | 2 |
61-65 1.9 | 61-65 | 1.9 |
66+ 2.1 | 66+ | 2.1 |
Build.com ROI Score by Usage
Build.com's ROI score was rated the highest by customers who have used Build.com's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Build.com ROI Score by Industry
Build.com's ROI score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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Build.com Customer Satisfaction (CSAT)
Build.com Customer Satisfaction (CSAT) Score
19 / 100
Build.com has an overall Customer Satisfaction score of 19 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
17%
Satisfied
2%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
6%
Very Dissatisfied
73%
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 Build.com Customer Satisfaction
Build.com's Customer Satisfaction score was rated highest by customers who have used Build.com's products/services for 5 to 10 Years, and rated lowest by customers from the Real Estate industry.
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Ranked Build.com Customer Satisfaction the Highest
Ranked Build.com Customer Satisfaction the Lowest
Build.com Customer Satisfaction Score by Gender
Male customers rated Build.com's Customer Satisfaction score 7 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Build.com.
19 / 100
MaleVery Satisfied | 19% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 18% | |
Very Dissatisfied | 63% |
12 / 100
FemaleVery Satisfied | 12% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 88% |
Build.com Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Build.com's Customer Satisfaction (CSAT) score was rated 13% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Build.com.
13 / 100
Very Satisfied
13%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
12%
Very Dissatisfied
75%
CSAT according to African American/Black
Build.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
0%
Dissatisfied
0%
Very Dissatisfied
100%
CSAT according to Other
Build.com's Customer Satisfaction (CSAT) score was rated 25% according to Other users and customers.
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25 / 100
Very Satisfied
25%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
75%
Build.com Customer Satisfaction Score by Age
Build.com's Customer Satisfaction score was rated the highest by customers ages 61-65, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Build.com.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 46-50 | 0% | |||||||||||||||
| 56-60 | 17% | |||||||||||||||
| 61-65 | 29% | |||||||||||||||
| 66+ | 8% |
Build.com Customer Satisfaction Score by Usage
Build.com's Customer Satisfaction score was rated the highest by customers who have used Build.com's products/services for 5 to 10 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.
Build.com Customer Satisfaction Score by Industry
Build.com's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Real Estate industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"title": "Build.com Customer Satisfaction Score by Industry",
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"label": "Tech",
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"scoreLabel": 20
},
{
"label": "Real Estate",
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}Build.com Customer Service
1.5/5
Build.com has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Build.com's overall Customer Service score rated by its users and customers.
About Build.com's Customer Service
Address
282 Convair Ave., Chico, CA 95973
Website
http://build.com
Quick Insights into Build.com Customer Service
Build.com's Customer Service score was rated highest by customers who have used Build.com's products/services for Over 10 Years, and rated lowest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked Build.com's Customer Service score.
Ranked Build.com Customer Service the Highest
Ranked Build.com Customer Service the Lowest
Build.com Customer Service Score by Gender
Male customers rated Build.com's Customer Service score 0.3 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Build.com.
Male
1.8/5
Female
1.5/5
Build.com Customer Service Score by Ethnicity
Build.com's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Build.com.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.9 | Other | 1.9 |
Build.com Customer Service Score by Age
Build.com's Customer Service score was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Build.com.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
46-50 1.5 | 46-50 | 1.5 |
51-55 2 | 51-55 | 2 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Build.com Customer Service Score by Usage
Build.com's Customer Service score was rated the highest by customers who have used Build.com's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Build.com Customer Service Score by Industry
Build.com's Customer Service score was rated 1.5 stars by both Architecture and Planning and Tech industry customers.
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Build.com as an Employer
4.5/5
Build.com has a 4.5/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Build.com scored a -62 for Net Promoter Score and a 55 for Employee Net Promoter Score. NPS gauges how likely a customer of Build.com would recommend the brand to a friend. ENPS measures how likely Build.com employees would recommend working at Build.com to a friend.
Net Promoter Score
-62
NPS Score
| 17% | Promoters |
|---|---|
| 4% | Passive |
| 79% | Detractors |
Employee Net Promoter Score
55
eNPS Score
| 68% | Promoters |
|---|---|
| 19% | Passive |
| 13% | Detractors |
