44
NPS
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Costa
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About Costa's Brand
Introduced in 1983, when a few fishermen decided the world needed better sunglasses, Costa has become a leader in the performance sunglass Among its major competitors, Costa is ranked in 1st place for NPS while Starbucks is 2nd, and Whitbread is 3rd.
Brand at a Glance
86%
Customer Loyalty
4.4/5
Product Quality
4.2/5
Pricing
4.5/5
Customer Service
Costa Ranking
- #1 / 4 of its competitors
Costa NPS
Costa's Net Promoter Score (NPS) is a 44 with 68% Promoters, 8% Passives, and 24% Detractors. Net Promoter Score tracks whether Costa's customers would recommend using the product based on a scale of -100 to 100.
Costa Overall NPS
| 68% | Promoters |
|---|---|
| 8% | Passives |
| 24% | Detractors |
Costa NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2024 57 | Apr 2024 | 57 |
May 2024 52 | May 2024 | 52 |
Jun 2024 56 | Jun 2024 | 56 |
Jul 2024 57 | Jul 2024 | 57 |
Oct 2024 37 | Oct 2024 | 37 |
Nov 2024 40 | Nov 2024 | 40 |
Jan 2025 44 | Jan 2025 | 44 |
Feb 2025 39 | Feb 2025 | 39 |
Mar 2025 34 | Mar 2025 | 34 |
May 2025 36 | May 2025 | 36 |
Jun 2025 39 | Jun 2025 | 39 |
Jan 2026 43 | Jan 2026 | 43 |
How Other Brands Compare
Costa is ranked first for NPS among its competitors. Starbucks and Whitbread come in second and third, with Oakley coming in at #4.
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.
Costa NPS by Gender
Female customers rated Costa's NPS 31 points higher than Male customers.
Male
25
Costa's NPS was rated 25 by Male customers on Comparably.
50%
Promoters
25%
Passives
25%
Detractors
Female
56
Costa's NPS was rated 56 by Female customers on Comparably.
78%
Promoters
0%
Passives
22%
Detractors
Costa NPS by Ethnicity
Costa's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 20 | Caucasian | 20 |
Other 57 | Other | 57 |
Costa NPS by Age
Costa's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
Costa NPS by Usage
Costa's NPS was rated the highest by customers who have used Costa's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years 100 | 2 to 5 Years | 100 |
Over 10 Years 34 | Over 10 Years | 34 |
Costa Customer Reviews
Out of the 3 Costa customer reviews 2 were positive and 1 was constructive. Costa 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
Costa 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 Costa users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Costa Customer Loyalty Score by Gender
Costa's Customer Loyalty score was rated 70 by Female customers on Comparably.
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Female
70%
Yes
Male
N/A
Yes
Costa Customer Loyalty Score by Ethnicity
Costa's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
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46
out of 100
Caucasian
100
out of 100
Other
Costa Customer Loyalty Score by Age
Costa's Customer Loyalty 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%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
26-30 100% | 26-30 | 100% |
Costa Customer Loyalty Score by Usage
Costa's Customer Loyalty score was rated the highest by customers who have used Costa's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Costa Customer Loyalty vs. Competitors
Compared to its competitors, Costa's Customer Loyalty score is rated right above Starbucks.
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Costa Product Quality
4.4/5
Costa has an overall Product Quality score of 4.4 out of 5 stars rated by its users and customers.
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Costa Product Information
Costa’s product quality score is a 4.4 out of 5 as rated by its users and customers.
- Website
- http://costabrands.com
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Content
Quick Insights into Costa Product Quality
Costa's Product Quality score was rated highest by Other customers, and rated lowest by Caucasian customers.
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Ranked Costa Product Quality the Highest
Ranked Costa Product Quality the Lowest
Costa Product Quality Score by Gender
Costa's Product Quality score was rated 4.6 by Female customers on Comparably.
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Female
4.6/5
Male
N/A
Costa Product Quality Score by Ethnicity
Costa'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 Costa.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.6 | Caucasian | 4.6 |
Other 5 | Other | 5 |
Costa Product Quality Score by Age
Costa's Product Quality score was rated 4.6 stars by customers ages 18-25 and customers ages 26-30 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 4.6 | 26-30 | 4.6 |
Costa Product Quality Score by Usage
Costa's Product Quality score was rated 4.7 stars by customers who have used Costa's products/services for 1 to 2 Years, and by customers with 2 to 5 Years of usage.
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Costa Product Quality vs. Competitors
Compared to its competitors, Costa's Product Quality score is rated right above Starbucks.
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Costa Pricing
Costa ROI & Value For Money
4.2/5
Costa has a value for money and ROI score of 4.2 out of 5 stars rated by its users and customers.
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Quick Insights into Costa ROI
Costa's ROI score was rated highest by Other customers, and rated lowest by Caucasian customers.
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Ranked Costa ROI the Highest
Ranked Costa ROI the Lowest
Costa ROI Score by Gender
Costa's ROI score was rated 4.2 by Female customers on Comparably.
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Female
4.2/5
Male
N/A
Costa ROI Score by Ethnicity
Costa's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Other 5 | Other | 5 |
Costa ROI Score by Age
Costa's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.5 | 26-30 | 4.5 |
Costa ROI Score by Usage
Costa's ROI score was rated the highest by customers who have used Costa's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Costa Pricing vs. Competitors
Compared to its competitors, Costa's ROI score is rated right above Starbucks.
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Costa Customer Satisfaction (CSAT)
Costa Customer Satisfaction (CSAT) Score
83 / 100
Costa has an overall Customer Satisfaction score of 83 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
61%
Satisfied
22%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
9%
Very Dissatisfied
4%
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 Costa Customer Satisfaction
Costa's Customer Satisfaction score was rated highest by customers who have used Costa's products/services for 1 to 2 Years, and rated lowest by customers who have used Costa's products/services for Over 10 Years.
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Ranked Costa Customer Satisfaction the Highest
Ranked Costa Customer Satisfaction the Lowest
Costa Customer Satisfaction Score by Gender
Female customers rated Costa's Customer Satisfaction score 20 points higher than Male customers.
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67 / 100
MaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
87 / 100
FemaleVery Satisfied | 75% | |
|---|---|---|
Satisfied | 12% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Costa Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Costa's Customer Satisfaction (CSAT) score was rated 80% according to Caucasian users and customers.
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80 / 100
Very Satisfied
60%
Satisfied
20%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Costa's Customer Satisfaction (CSAT) score was rated 83% according to Other users and customers.
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83 / 100
Very Satisfied
83%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
17%
Costa Customer Satisfaction Score by Age
Costa's Customer Satisfaction score was rated 83 points by customers ages 18-25 on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 83% |
Costa Customer Satisfaction Score by Usage
Costa's Customer Satisfaction score was rated the highest by customers who have used Costa's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Costa Customer Satisfaction vs. Competitors
Compared to its competitors, Costa's Customer Satisfaction score is rated right above Pret A Manger, and is preceded by Starbucks.
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Costa Customer Service
4.5/5
Costa has an overall Customer Service score of 4.5 out of 5 stars rated by its users and customers.
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About Costa's Customer Service
Address
24 Albion Road Suite 330, Lincoln, RI 02865
Website
http://costabrands.com
Phone Number
4013331200
Quick Insights into Costa Customer Service
Costa's Customer Service score was rated highest by Other customers, and rated lowest by Caucasian customers.
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Ranked Costa Customer Service the Highest
Ranked Costa Customer Service the Lowest
Costa Customer Service Score by Gender
Costa's Customer Service score was rated 4.5 by Female customers on Comparably.
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Female
4.5/5
Male
N/A
Costa Customer Service Score by Ethnicity
Costa'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 Costa.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.4 | Caucasian | 4.4 |
Other 5 | Other | 5 |
Costa Customer Service Score by Age
Costa's Customer Service 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
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.5 | 18-25 | 4.5 |
26-30 4.6 | 26-30 | 4.6 |
Costa Customer Service Score by Usage
Costa's Customer Service score was rated the highest by customers who have used Costa's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Costa Customer Service vs. Competitors
Compared to its competitors, Costa's Customer Service score is rated right above Starbucks.
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Costa as an Employer
2.8/5
Costa has a 2.8/5 stars for its overall company culture rated by their employees
top
20%
Consumer vs. Employees
Costa scored a 44 for Net Promoter Score and a -10 for Employee Net Promoter Score. NPS gauges how likely a customer of Costa would recommend the brand to a friend. ENPS measures how likely Costa employees would recommend working at Costa to a friend.
Net Promoter Score
44
NPS Score
| 68% | Promoters |
|---|---|
| 8% | Passive |
| 24% | Detractors |
Employee Net Promoter Score
-10
eNPS Score
| 40% | Promoters |
|---|---|
| 10% | Passive |
| 50% | Detractors |
