25
NPS
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Coles
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About Coles' Brand
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Brand at a Glance
86%
Customer Loyalty
4/5
Product Quality
3.8/5
Pricing
4/5
Customer Service
Coles NPS
Coles's Net Promoter Score (NPS) is a 25 with 51% Promoters, 23% Passives, and 26% Detractors. Net Promoter Score tracks whether Coles's customers would recommend using the product based on a scale of -100 to 100.
Coles Overall NPS
| 51% | Promoters |
|---|---|
| 23% | Passives |
| 26% | Detractors |
Coles NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2024 20 | Oct 2024 | 20 |
Nov 2024 19 | Nov 2024 | 19 |
Dec 2024 17 | Dec 2024 | 17 |
Jan 2025 17 | Jan 2025 | 17 |
Mar 2025 22 | Mar 2025 | 22 |
Apr 2025 23 | Apr 2025 | 23 |
May 2025 23 | May 2025 | 23 |
Jun 2025 25 | Jun 2025 | 25 |
Jul 2025 25 | Jul 2025 | 25 |
Aug 2025 24 | Aug 2025 | 24 |
Sep 2025 25 | Sep 2025 | 25 |
Oct 2025 25 | Oct 2025 | 25 |
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.
Coles NPS by Gender
Male customers rated Coles's NPS 36 points higher than Female customers.
Male
67
Coles's NPS was rated 67 by Male customers on Comparably.
70%
Promoters
27%
Passives
3%
Detractors
Female
31
Coles's NPS was rated 31 by Female customers on Comparably.
55%
Promoters
21%
Passives
24%
Detractors
Coles NPS by Ethnicity
Coles's NPS was rated the highest by Native American customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 66 | Caucasian | 66 |
African American/Black 20 | African American/Black | 20 |
Asian or Pacific Islander 33 | Asian or Pacific Islander | 33 |
Native American 80 | Native American | 80 |
Other 59 | Other | 59 |
Coles NPS by Age
Coles's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 18-25.
Coles NPS by Usage
Coles's NPS was rated the highest by customers who have used Coles's products/services for 1 to 2 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 37 | Less than 1 Year | 37 |
1 to 2 Years 59 | 1 to 2 Years | 59 |
2 to 5 Years 56 | 2 to 5 Years | 56 |
5 to 10 Years 38 | 5 to 10 Years | 38 |
Over 10 Years 46 | Over 10 Years | 46 |
Coles Customer Reviews
Out of the 13 Coles customer reviews 11 were positive and 2 were constructive. Coles 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
Coles Customer Loyalty
86%
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.
86% of Coles users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Coles Customer Loyalty Score by Gender
Male customers rated Coles's Customer Loyalty score 5% higher than Female customers.
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Male
91%
Yes
Female
86%
Yes
Coles Customer Loyalty Score by Ethnicity
Coles's Customer Loyalty score was rated the highest by Native American customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Coles.
94
out of 100
Caucasian
82
out of 100
African American/Black
81
out of 100
Asian or Pacific Islander
100
out of 100
Native American
93
out of 100
Other
Coles Customer Loyalty Score by Age
Coles's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
26-30 82% | 26-30 | 82% |
31-35 100% | 31-35 | 100% |
36-40 100% | 36-40 | 100% |
41-45 100% | 41-45 | 100% |
46-50 85% | 46-50 | 85% |
66+ 100% | 66+ | 100% |
Coles Customer Loyalty Score by Usage
Coles's Customer Loyalty score was rated the highest by customers who have used Coles's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Coles Customer Loyalty Score by Industry
Coles's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Education industry customers.
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Coles Product Quality
4/5
Coles has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Coles Product Information
Coles’s product quality score is a 4 out of 5 as rated by its users and customers. Reviewers from the Architecture and Planning industry rated Coles's product the highest. Reviewers from the Arts and Entertainment industry rated Coles the lowest at 3.6.
- Website
- http://www.coles.com.au/
- Company Size
- 10,000+ Employees
Industry
Tech
Ecommerce and Marketplaces
Marketplaces
Quick Insights into Coles Product Quality
Coles's Product Quality score was rated highest by customers from the Architecture and Planning industry, and rated lowest by customers from the Arts and Entertainment industry.
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Ranked Coles Product Quality the Highest
Ranked Coles Product Quality the Lowest
Coles Product Quality Score by Gender
Male customers rated Coles's Product Quality score 0.4 stars higher than Female customers.
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Male
4.5/5
Female
4.1/5
Coles Product Quality Score by Ethnicity
Coles's Product Quality score was rated the highest by Native American customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Coles.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.2 | Caucasian | 4.2 |
African American/Black 3.6 | African American/Black | 3.6 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Native American 5 | Native American | 5 |
Other 4.4 | Other | 4.4 |
Coles Product Quality Score by Age
Coles's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Coles.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 4.2 | 26-30 | 4.2 |
31-35 4.8 | 31-35 | 4.8 |
36-40 4.4 | 36-40 | 4.4 |
41-45 4.7 | 41-45 | 4.7 |
46-50 4.1 | 46-50 | 4.1 |
66+ 3.8 | 66+ | 3.8 |
Coles Product Quality Score by Usage
Coles's Product Quality score was rated the highest by customers who have used Coles's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
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Coles Product Quality Score by Industry
Coles's Product Quality score was rated the highest by Architecture and Planning industry customers, and the lowest by Arts and Entertainment industry customers.
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Coles Pricing
Coles ROI & Value For Money
3.8/5
Coles has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Coles 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 Business and Consumer Services industry think that they had the lowest ROI from Coles.
Quick Insights into Coles ROI
Coles's ROI score was rated highest by customers from the Architecture and Planning industry, and rated lowest by customers from the Business and Consumer Services industry.
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Ranked Coles ROI the Highest
Ranked Coles ROI the Lowest
Coles ROI Score by Gender
Male customers rated Coles's ROI score 0.6 stars higher than Female customers.
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Male
4.4/5
Female
3.8/5
Coles ROI Score by Ethnicity
Coles's ROI score was rated the highest by Native American customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Coles.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4 | Caucasian | 4 |
African American/Black 3.5 | African American/Black | 3.5 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Native American 5 | Native American | 5 |
Other 4.3 | Other | 4.3 |
Coles ROI Score by Age
Coles's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Coles.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
26-30 4.1 | 26-30 | 4.1 |
31-35 4.4 | 31-35 | 4.4 |
36-40 4.1 | 36-40 | 4.1 |
41-45 3.9 | 41-45 | 3.9 |
46-50 4.3 | 46-50 | 4.3 |
66+ 3.8 | 66+ | 3.8 |
Coles ROI Score by Usage
Coles's ROI score was rated the highest by customers who have used Coles's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Coles ROI Score by Industry
Coles's ROI score was rated the highest by Architecture and Planning industry customers, and the lowest by Business and Consumer Services industry customers.
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Coles Customer Satisfaction (CSAT)
Coles Customer Satisfaction (CSAT) Score
80 / 100
Coles has an overall Customer Satisfaction score of 80 rated by its users and customers.
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Very Satisfied
43%
Satisfied
37%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
2%
Very Dissatisfied
7%
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 Coles Customer Satisfaction
Coles's Customer Satisfaction score was rated highest by customers who have used Coles's products/services for 2 to 5 Years, and rated lowest by customers from the Arts and Entertainment industry.
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Ranked Coles Customer Satisfaction the Highest
Ranked Coles Customer Satisfaction the Lowest
Coles Customer Satisfaction Score by Gender
Male customers rated Coles's Customer Satisfaction score 5 points higher than Female customers.
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96 / 100
MaleVery Satisfied | 63% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
91 / 100
FemaleVery Satisfied | 45% | |
|---|---|---|
Satisfied | 46% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 6% | |
Very Dissatisfied | 0% |
Coles Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Coles' Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
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100 / 100
Very Satisfied
45%
Satisfied
55%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
Coles' Customer Satisfaction (CSAT) score was rated 75% according to African American/Black users and customers.
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75 / 100
Very Satisfied
25%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Coles' Customer Satisfaction (CSAT) score was rated 90% according to Asian or Pacific Islander users and customers.
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90 / 100
Very Satisfied
45%
Satisfied
45%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
5%
Very Dissatisfied
0%
CSAT according to Native American
Coles' Customer Satisfaction (CSAT) score was rated 100% according to Native American users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Coles.
100 / 100
Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Coles' Customer Satisfaction (CSAT) score was rated 92% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Coles.
92 / 100
Very Satisfied
67%
Satisfied
25%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
0%
Very Dissatisfied
0%
Coles Customer Satisfaction Score by Age
Coles's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 87% | |||||||||||||||
| 26-30 | 100% | |||||||||||||||
| 31-35 | 100% | |||||||||||||||
| 36-40 | 88% | |||||||||||||||
| 41-45 | 100% | |||||||||||||||
| 46-50 | 100% | |||||||||||||||
| 66+ | 100% |
Coles Customer Satisfaction Score by Usage
Coles's Customer Satisfaction score was rated the highest by customers who have used Coles's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Coles Customer Satisfaction Score by Industry
Coles's Customer Satisfaction score was rated the highest by Business and Consumer Services industry customers, and the lowest by Arts and Entertainment industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Coles Customer Satisfaction Score by Industry",
"text": "Coles's Customer Satisfaction score was rated the highest by Business and Consumer Services industry customers, and the lowest by Arts and Entertainment industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 76,
"stars": 0,
"csatScore": 76,
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"scoreClassName": "",
"scoreLabel": 76
},
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"label": "Accounting",
"groupId": 495,
"score": 92,
"stars": 0,
"csatScore": 92,
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"scoreClassName": "",
"scoreLabel": 92
},
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"groupId": 499,
"score": 67,
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"scoreClassName": "max",
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},
{
"label": "Education",
"groupId": 515,
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]
}Coles Customer Service
4/5
Coles has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Coles's Customer Service
Website
http://www.coles.com.au/
Phone Number
+61 1800 061 562
Quick Insights into Coles Customer Service
Coles's Customer Service score was rated highest by customers from the Architecture and Planning industry, and rated lowest by customers from the Business and Consumer Services industry.
Sign Up to unlock insights into how customers have ranked Coles' Customer Service score.
Ranked Coles Customer Service the Highest
Ranked Coles Customer Service the Lowest
Coles Customer Service Score by Gender
Male customers rated Coles's Customer Service score 0.5 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Coles.
Male
4.4/5
Female
3.9/5
Coles Customer Service Score by Ethnicity
Coles's Customer Service score was rated the highest by Native American customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Coles.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.1 | Caucasian | 4.1 |
African American/Black 3.4 | African American/Black | 3.4 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Native American 4.9 | Native American | 4.9 |
Other 4.4 | Other | 4.4 |
Coles Customer Service Score by Age
Coles's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Coles.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 4.1 | 26-30 | 4.1 |
31-35 4.6 | 31-35 | 4.6 |
36-40 4.5 | 36-40 | 4.5 |
41-45 4.5 | 41-45 | 4.5 |
46-50 4.2 | 46-50 | 4.2 |
66+ 3.3 | 66+ | 3.3 |
Coles Customer Service Score by Usage
Coles's Customer Service score was rated the highest by customers who have used Coles's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Coles Customer Service Score by Industry
Coles's Customer Service score was rated the highest by Architecture and Planning industry customers, and the lowest by Business and Consumer Services industry customers.
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Consumer vs. Employees
Coles scored a 25 for Net Promoter Score and a -21 for Employee Net Promoter Score. NPS gauges how likely a customer of Coles would recommend the brand to a friend. ENPS measures how likely Coles employees would recommend working at Coles to a friend.
Net Promoter Score
25
NPS Score
| 51% | Promoters |
|---|---|
| 23% | Passive |
| 26% | Detractors |
Employee Net Promoter Score
-21
eNPS Score
| 24% | Promoters |
|---|---|
| 31% | Passive |
| 45% | Detractors |
