25
NPS
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Douglas
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About Douglas' Brand
Europe’s leading premium beauty retailer Among its major competitors, Douglas is ranked in 2nd place for NPS while SEPHORA is 1st.
Brand at a Glance
84%
Customer Loyalty
3.7/5
Product Quality
4/5
Pricing
3.8/5
Customer Service
Douglas Ranking
- #2 / 2 of its competitors
Douglas NPS
Douglas's Net Promoter Score (NPS) is a 25 with 58% Promoters, 9% Passives, and 33% Detractors. Net Promoter Score tracks whether Douglas's customers would recommend using the product based on a scale of -100 to 100.
Douglas Overall NPS
| 58% | Promoters |
|---|---|
| 9% | Passives |
| 33% | Detractors |
Douglas NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2022 100 | Jun 2022 | 100 |
Jul 2022 0 | Jul 2022 | 0 |
Dec 2022 -33 | Dec 2022 | -33 |
Mar 2023 -50 | Mar 2023 | -50 |
Oct 2023 -20 | Oct 2023 | -20 |
Dec 2023 0 | Dec 2023 | 0 |
Apr 2024 25 | Apr 2024 | 25 |
May 2024 11 | May 2024 | 11 |
Sep 2024 20 | Sep 2024 | 20 |
Nov 2024 25 | Nov 2024 | 25 |
How Other Brands Compare
Douglas is ranked second for NPS among its competitors. SEPHORA comes in first.
Douglas |  SEPHORA | |
| Global Ranking | #- | #59 |
| NPS | 25 | 35 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral |
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.
Douglas NPS by Gender
Douglas's NPS was rated 100 by Female customers on Comparably.
Female
100
Douglas's NPS was rated 100 by Female customers on Comparably.
100%
Promoters
0%
Passives
0%
Detractors
Male
N/A
Douglas's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Douglas NPS by Ethnicity
Douglas's NPS was rated 34 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 34 | Asian or Pacific Islander | 34 |
Douglas NPS by Usage
Douglas's NPS was rated 100 points by customers who have used Douglas's products/services for 2 to 5 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years 100 | 2 to 5 Years | 100 |
Douglas Customer Loyalty
84%
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.
84% of Douglas users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Douglas Customer Loyalty Score by Gender
Douglas's Customer Loyalty score was rated 82 by Female customers on Comparably.
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Female
82%
Yes
Male
N/A
Yes
Douglas Customer Loyalty Score by Ethnicity
Douglas's Customer Loyalty score was rated 100% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
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100
out of 100
Asian or Pacific Islander
Douglas Customer Loyalty Score by Usage
Douglas's Customer Loyalty score was rated 70% by customers who have used Douglas's products/services for 2 to 5 Years.
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Douglas Customer Loyalty vs. Competitors
Compared to its competitors, Douglas's Customer Loyalty score is rated right above SEPHORA.
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Douglas Product Quality
3.7/5
Douglas has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Douglas Product Information
Douglas’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Website
- http://corporate.douglas.de
- Company Size
- 10,000+ Employees
Industry
Retail
Quick Insights into Douglas Product Quality
Douglas's Product Quality score was rated highest by Female customers.
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Ranked Douglas Product Quality the Highest
Douglas Product Quality Score by Gender
Douglas's Product Quality score was rated 4.6 by Female customers on Comparably.
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Female
4.6/5
Male
N/A
Douglas Product Quality Score by Ethnicity
Douglas's Product Quality score was rated 3.1 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Douglas.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Douglas Product Quality Score by Usage
Douglas's Product Quality score was rated 4.3 stars by customers who have used Douglas's products/services for 2 to 5 Years.
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Douglas Product Quality vs. Competitors
Compared to its competitors, Douglas's Product Quality score is rated right below SEPHORA.
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VS
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Douglas Pricing
Douglas ROI & Value For Money
4/5
Douglas has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Quick Insights into Douglas ROI
Douglas's ROI score was rated highest by Female customers.
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Ranked Douglas ROI the Highest
Douglas ROI Score by Gender
Douglas's ROI score was rated 4.4 by Female customers on Comparably.
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Female
4.4/5
Male
N/A
Douglas ROI Score by Ethnicity
Douglas's ROI score was rated 3.3 stars by Asian or Pacific Islander customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.3 | Asian or Pacific Islander | 3.3 |
Douglas ROI Score by Usage
Douglas's ROI score was rated 4 stars by customers who have used Douglas's products/services for 2 to 5 Years.
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Douglas Pricing vs. Competitors
Compared to its competitors, Douglas's ROI score is rated right above SEPHORA.
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Douglas Customer Satisfaction (CSAT)
Douglas Customer Satisfaction (CSAT) Score
76 / 100
Douglas has an overall Customer Satisfaction score of 76 rated by its users and customers.
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Very Satisfied
25%
Satisfied
51%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
8%
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 Douglas Customer Satisfaction
Douglas's Customer Satisfaction score was rated highest by customers who have used Douglas's products/services for 2 to 5 Years.
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Ranked Douglas Customer Satisfaction the Highest
Douglas Customer Satisfaction Score by Gender
Douglas's Customer Satisfaction score was rated 100 by Female customers on Comparably.
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100 / 100
FemaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 60% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Douglas Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Douglas' Customer Satisfaction (CSAT) score was rated 67% according to Asian or Pacific Islander users and customers.
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67 / 100
Very Satisfied
33%
Satisfied
34%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
Douglas Customer Satisfaction Score by Usage
Douglas's Customer Satisfaction score was rated 100 points by customers who have used Douglas's products/services for 2 to 5 Years.
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Douglas Customer Satisfaction vs. Competitors
Compared to its competitors, Douglas's Customer Satisfaction score is rated right below SEPHORA.
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Douglas Customer Service
3.8/5
Douglas has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Douglas's Customer Service
Address
Luise-Rainer-Str. 7-11, 40235 Germany
Website
http://corporate.douglas.de
Phone Number
+49 211 16847x0
Quick Insights into Douglas Customer Service
Douglas's Customer Service score was rated highest by Female customers.
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Ranked Douglas Customer Service the Highest
Douglas Customer Service Score by Gender
Douglas's Customer Service score was rated 4.4 by Female customers on Comparably.
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Female
4.4/5
Male
N/A
Douglas Customer Service Score by Ethnicity
Douglas's Customer Service score was rated 3.1 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Douglas.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Douglas Customer Service Score by Usage
Douglas's Customer Service score was rated 4 stars by customers who have used Douglas's products/services for 2 to 5 Years.
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Douglas Customer Service vs. Competitors
Compared to its competitors, Douglas's Customer Service score is rated right below SEPHORA.
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Douglas as an Employer
3.8/5
Douglas has a 3.8/5 stars for its overall company culture rated by their employees
top
35%
Consumer vs. Employees
Douglas scored a 25 for Net Promoter Score and a -33 for Employee Net Promoter Score. NPS gauges how likely a customer of Douglas would recommend the brand to a friend. ENPS measures how likely Douglas employees would recommend working at Douglas to a friend.
Net Promoter Score
25
NPS Score
| 58% | Promoters |
|---|---|
| 9% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-33
eNPS Score
| 11% | Promoters |
|---|---|
| 45% | Passive |
| 44% | Detractors |
