-4
NPS
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EXPRESS
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About EXPRESS' Brand
EXPRESS is a multichannel fashion brand dedicated to creating confidence and inspiring self-expression. Since its launch in 1980, the brand has embraced a design philosophy rooted in modern, confident and effortless style. Whether dressing for work, everyday or special occasions, EXPRESS ensures you look and feel your best, wherever life takes you. Customers can experience our brand in over 400 Express retail stores, Express Factory Outlet stores and online at www.express.com. Among its major competitors, EXPRESS is ranked in 9th place for NPS while Destination XL Group is 1st, and J. Crew is 2nd. Overall, EXPRESS has a neutral social sentiment, when analyzing social media channels and online mentions.Their current valuation is $257.95M
Brand at a Glance
72%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.5/5
Customer Service
EXPRESS CMO
James A. Hilt
Mr. James A. Hilt, also known as Jim, has been Chief Marketing Officer and Executive Vice President of eCommerce at Express, Inc. since March 2016. Mr. Hilt joined Express in February 2014 as Senior Vice President of e-Commerce. Prior to joining the business, he served as the Vice President of eBooks and Managing Director of International at Barnes & Noble. Earlier in his career, Mr. Hilt held several executive positions at Sears Holdings Corporation, the parent company of Sears Roebuck and Co. and Kmart Corporation. Before Sears, Mr. Hilt held a number of executive and business development roles at both SAP and IBM. Mr. Hilt served as a Director of Global Marketing at SAP. Mr. Hilt has been a Director of Hibbett Sports, Inc. since August 9, 2017.
EXPRESS Ranking
- #4 / 4 of its competitors
EXPRESS NPS
EXPRESS's Net Promoter Score (NPS) is a -4 with 42% Promoters, 12% Passives, and 46% Detractors. Net Promoter Score tracks whether EXPRESS's customers would recommend using the product based on a scale of -100 to 100.
EXPRESS Overall NPS
| 42% | Promoters |
|---|---|
| 12% | Passives |
| 46% | Detractors |
EXPRESS NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2024 10 | Nov 2024 | 10 |
Jan 2025 9 | Jan 2025 | 9 |
Feb 2025 7 | Feb 2025 | 7 |
Mar 2025 7 | Mar 2025 | 7 |
Apr 2025 5 | Apr 2025 | 5 |
May 2025 5 | May 2025 | 5 |
Jul 2025 4 | Jul 2025 | 4 |
Aug 2025 2 | Aug 2025 | 2 |
Sep 2025 0 | Sep 2025 | 0 |
Nov 2025 -2 | Nov 2025 | -2 |
Dec 2025 -3 | Dec 2025 | -3 |
Jan 2026 -6 | Jan 2026 | -6 |
How Other Brands Compare
EXPRESS is ranked #4 for NPS among its competitors. Nordstrom and Victoria's Secret come in first and second, with Gap Inc. coming in at third. Among those competitors, it is the lowest valued company behind Victoria's Secret.
EXPRESS |  Nordstrom |  Victoria's Secret |  Gap Inc. | |
| Global Ranking | #- | #97 | #119 | #134 |
| NPS | -4 | 20 | 12 | 7 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | - | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $257.95M | $5.84B | $17.23B | $3.54B |
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.
EXPRESS NPS by Gender
Male customers rated EXPRESS's NPS 23 points higher than Female customers.
Male
35
EXPRESS's NPS was rated 35 by Male customers on Comparably.
64%
Promoters
7%
Passives
29%
Detractors
Female
12
EXPRESS's NPS was rated 12 by Female customers on Comparably.
47%
Promoters
18%
Passives
35%
Detractors
EXPRESS NPS by Ethnicity
EXPRESS's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 25 | Caucasian | 25 |
Hispanic or Latino 14 | Hispanic or Latino | 14 |
African American/Black 43 | African American/Black | 43 |
Other -34 | Other | -34 |
EXPRESS NPS by Age
EXPRESS's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
EXPRESS NPS by Usage
EXPRESS's NPS was rated the highest by customers who have used EXPRESS's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 34 | Less than 1 Year | 34 |
2 to 5 Years 33 | 2 to 5 Years | 33 |
5 to 10 Years 45 | 5 to 10 Years | 45 |
Over 10 Years 0 | Over 10 Years | 0 |
EXPRESS NPS vs. Competitors
Compared to its competitors, EXPRESS's NPS is rated right above Macy's, and is preceded by Aeropostale.
| COMPANY | NPS Score | |
|---|---|---|
 | Destination XL Group | 60 |
 | J. Crew | 23 |
| Nordstrom | 20 |
 | H&M | 19 |
 | Abercrombie & Fitch Company | 17 |
| Victoria's Secret | 12 |
| Gap Inc. | 7 |
 | Aeropostale | -3 |
| EXPRESS | -4 |
 | Macy's | -11 |
EXPRESS Customer Reviews
Out of the 9 EXPRESS customer reviews 7 were positive and 2 were constructive. EXPRESS 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
EXPRESS Customer Loyalty
72%
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.
72% of EXPRESS 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?"
EXPRESS Customer Loyalty Score by Gender
Male customers rated EXPRESS's Customer Loyalty score 7% higher than Female customers.
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Male
81%
Yes
Female
74%
Yes
EXPRESS Customer Loyalty Score by Ethnicity
EXPRESS's Customer Loyalty score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of EXPRESS.
78
out of 100
Caucasian
61
out of 100
Hispanic or Latino
74
out of 100
African American/Black
85
out of 100
Other
EXPRESS Customer Loyalty Score by Age
EXPRESS's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 70% | 26-30 | 70% |
31-35 60% | 31-35 | 60% |
36-40 64% | 36-40 | 64% |
46-50 100% | 46-50 | 100% |
EXPRESS Customer Loyalty Score by Usage
EXPRESS's Customer Loyalty score was rated the highest by customers who have used EXPRESS's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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EXPRESS Customer Loyalty Score by Industry
EXPRESS's Customer Loyalty score was rated the highest by Government and Public Policy industry customers, and the lowest by Accounting industry customers.
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EXPRESS Customer Loyalty vs. Competitors
Compared to its competitors, EXPRESS's Customer Loyalty score is rated right above Aeropostale, and is preceded by J. Crew.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Nordstrom | 78% |
| H&M | 77% |
| Macy's | 77% |
| J. Crew | 76% |
| EXPRESS | 72% |
| Aeropostale | 71% |
| Victoria's Secret | 70% |
| Destination XL Group | 68% |
| Gap Inc. | 66% |
| Abercrombie & Fitch Company | 64% |
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EXPRESS Product Quality
3.6/5
EXPRESS has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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EXPRESS Product Information
EXPRESS’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated EXPRESS's product the highest. Reviewers from the Accounting industry rated EXPRESS the lowest at 2.7.
- Website
- http://express.com
- Company Size
- 5,001-10,000 Employees
Industry
Fashion and Beauty
Quick Insights into EXPRESS Product Quality
EXPRESS's Product Quality score was rated highest by customers who have used EXPRESS's products/services for Less than 1 Year, and rated lowest by customers ages 46-50.
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Ranked EXPRESS Product Quality the Highest
Ranked EXPRESS Product Quality the Lowest
EXPRESS Product Quality Score by Gender
Male customers rated EXPRESS's Product Quality score 0.3 stars higher than Female customers.
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Male
3.9/5
Female
3.6/5
EXPRESS Product Quality Score by Ethnicity
EXPRESS's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4 | Caucasian | 4 |
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
African American/Black 4.2 | African American/Black | 4.2 |
Other 2.7 | Other | 2.7 |
EXPRESS Product Quality Score by Age
EXPRESS's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 3.5 | 26-30 | 3.5 |
31-35 4 | 31-35 | 4 |
36-40 4.3 | 36-40 | 4.3 |
46-50 2.3 | 46-50 | 2.3 |
EXPRESS Product Quality Score by Usage
EXPRESS's Product Quality score was rated the highest by customers who have used EXPRESS's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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EXPRESS Product Quality Score by Industry
EXPRESS's Product Quality score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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EXPRESS Product Quality vs. Competitors
Compared to its competitors, EXPRESS's Product Quality score is rated right above Macy's, and is preceded by Gap Inc..
| COMPANY | Product Quality Score | |
|---|---|---|
| Destination XL Group | 4/5 |
| J. Crew | 3.9/5 |
| H&M | 3.9/5 |
| Nordstrom | 3.8/5 |
| Victoria's Secret | 3.8/5 |
| Abercrombie & Fitch Company | 3.7/5 |
| Gap Inc. | 3.7/5 |
| EXPRESS | 3.6/5 |
| Macy's | 3.1/5 |
| Aeropostale | 3.1/5 |
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EXPRESS Pricing
EXPRESS ROI & Value For Money
3.4/5
EXPRESS has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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EXPRESS 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 Tech industry. The users from the Accounting industry think that they had the lowest ROI from EXPRESS.
Quick Insights into EXPRESS ROI
EXPRESS's ROI score was rated highest by customers from the Tech industry, and rated lowest by customers from the Accounting industry.
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Ranked EXPRESS ROI the Highest
Ranked EXPRESS ROI the Lowest
EXPRESS ROI Score by Gender
Female customers rated EXPRESS's ROI score 0.1 stars higher than Male customers.
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Male
3.5/5
Female
3.6/5
EXPRESS ROI Score by Ethnicity
EXPRESS's ROI score was rated the highest by Caucasian customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
Hispanic or Latino 3.4 | Hispanic or Latino | 3.4 |
African American/Black 3.4 | African American/Black | 3.4 |
Other 2.6 | Other | 2.6 |
EXPRESS ROI Score by Age
EXPRESS's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.3 | 18-25 | 3.3 |
26-30 3 | 26-30 | 3 |
31-35 4 | 31-35 | 4 |
36-40 3.7 | 36-40 | 3.7 |
46-50 2.6 | 46-50 | 2.6 |
EXPRESS ROI Score by Usage
EXPRESS's ROI score was rated the highest by customers who have used EXPRESS's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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EXPRESS ROI Score by Industry
EXPRESS's ROI score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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EXPRESS Pricing vs. Competitors
Compared to its competitors, EXPRESS's ROI score is rated right above Aeropostale, and is preceded by Victoria's Secret.
| COMPANY | Pricing Score | |
|---|---|---|
| Destination XL Group | 4/5 |
| J. Crew | 3.8/5 |
| H&M | 3.7/5 |
| Nordstrom | 3.6/5 |
| Gap Inc. | 3.5/5 |
| Abercrombie & Fitch Company | 3.4/5 |
| Victoria's Secret | 3.4/5 |
| EXPRESS | 3.4/5 |
| Aeropostale | 3.1/5 |
| Macy's | 3.1/5 |
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EXPRESS Customer Satisfaction (CSAT)
EXPRESS Customer Satisfaction (CSAT) Score
69 / 100
EXPRESS has an overall Customer Satisfaction score of 69 rated by its users and customers.
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Very Satisfied
41%
Satisfied
28%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
2%
Very Dissatisfied
19%
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 EXPRESS Customer Satisfaction
EXPRESS's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Accounting industry.
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Ranked EXPRESS Customer Satisfaction the Highest
Ranked EXPRESS Customer Satisfaction the Lowest
EXPRESS Customer Satisfaction Score by Gender
Female customers rated EXPRESS's Customer Satisfaction score 1 points higher than Male customers.
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69 / 100
MaleVery Satisfied | 62% | |
|---|---|---|
Satisfied | 7% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 31% |
70 / 100
FemaleVery Satisfied | 47% | |
|---|---|---|
Satisfied | 23% | |
Neither Satisfied nor Dissatisfied | 18% | |
Dissatisfied | 0% | |
Very Dissatisfied | 12% |
EXPRESS Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
EXPRESS' Customer Satisfaction (CSAT) score was rated 75% according to Caucasian users and customers.
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75 / 100
Very Satisfied
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
0%
Very Dissatisfied
12%
CSAT according to Hispanic or Latino
EXPRESS' Customer Satisfaction (CSAT) score was rated 57% according to Hispanic or Latino users and customers.
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57 / 100
Very Satisfied
29%
Satisfied
28%
Neither Satisfied nor Dissatisfied
29%
Dissatisfied
0%
Very Dissatisfied
14%
CSAT according to African American/Black
EXPRESS' Customer Satisfaction (CSAT) score was rated 86% according to African American/Black users and customers.
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86 / 100
Very Satisfied
72%
Satisfied
14%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
14%
CSAT according to Other
EXPRESS' Customer Satisfaction (CSAT) score was rated 50% according to Other users and customers.
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50 / 100
Very Satisfied
33%
Satisfied
17%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
EXPRESS Customer Satisfaction Score by Age
EXPRESS's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 26-30 | 67% | |||||||||||||||
| 31-35 | 74% | |||||||||||||||
| 36-40 | 80% | |||||||||||||||
| 46-50 | 67% |
EXPRESS Customer Satisfaction Score by Usage
EXPRESS's Customer Satisfaction score was rated the highest by customers who have used EXPRESS's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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EXPRESS Customer Satisfaction Score by Industry
EXPRESS's Customer Satisfaction score was rated the highest by Retail industry customers, and the lowest by Accounting industry customers.
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{
"title": "EXPRESS Customer Satisfaction Score by Industry",
"text": "EXPRESS's Customer Satisfaction score was rated the highest by Retail industry customers, and the lowest by Accounting industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 80,
"stars": 0,
"csatScore": 80,
"text": "EXPRESS's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 80
},
{
"label": "Accounting",
"groupId": 495,
"score": 40,
"stars": 0,
"csatScore": 40,
"text": "EXPRESS's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 40
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 67,
"stars": 0,
"csatScore": 67,
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"scoreClassName": "",
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{
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"stars": 0,
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}EXPRESS Customer Satisfaction vs. Competitors
Compared to its competitors, EXPRESS's Customer Satisfaction score is rated right above Nordstrom, and is preceded by Gap Inc..
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Destination XL Group | 100% |
| H&M | 78% |
| J. Crew | 74% |
| Gap Inc. | 72% |
| EXPRESS | 69% |
| Nordstrom | 67% |
| Victoria's Secret | 67% |
| Abercrombie & Fitch Company | 64% |
| Aeropostale | 58% |
| Macy's | 52% |
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EXPRESS Customer Service
3.5/5
EXPRESS has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About EXPRESS's Customer Service
Address
1 Express Drive, Columbus, OH 43230
Website
http://express.com
Phone Number
614-474-4001
EXPRESS's Social Links
Quick Insights into EXPRESS Customer Service
EXPRESS's Customer Service score was rated highest by customers from the Retail industry, and rated lowest by customers from the Accounting industry.
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Ranked EXPRESS Customer Service the Highest
Ranked EXPRESS Customer Service the Lowest
EXPRESS Customer Service Score by Gender
Female customers rated EXPRESS's Customer Service score 0.4 stars higher than Male customers.
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Male
3.3/5
Female
3.7/5
EXPRESS Customer Service Score by Ethnicity
EXPRESS's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.4 | Caucasian | 4.4 |
Hispanic or Latino 3.2 | Hispanic or Latino | 3.2 |
African American/Black 3.4 | African American/Black | 3.4 |
Other 2.7 | Other | 2.7 |
EXPRESS Customer Service Score by Age
EXPRESS's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 46-50.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.1 | 18-25 | 3.1 |
26-30 3.1 | 26-30 | 3.1 |
31-35 3.9 | 31-35 | 3.9 |
36-40 4.1 | 36-40 | 4.1 |
46-50 3.1 | 46-50 | 3.1 |
EXPRESS Customer Service Score by Usage
EXPRESS's Customer Service score was rated the highest by customers who have used EXPRESS's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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EXPRESS Customer Service Score by Industry
EXPRESS's Customer Service score was rated the highest by Retail industry customers, and the lowest by Accounting industry customers.
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EXPRESS Customer Service vs. Competitors
Compared to its competitors, EXPRESS's Customer Service score is rated right above Destination XL Group, and is preceded by Gap Inc..
| COMPANY | Customer Service Score | |
|---|---|---|
| J. Crew | 3.9/5 |
| H&M | 3.8/5 |
| Nordstrom | 3.7/5 |
| Abercrombie & Fitch Company | 3.6/5 |
| Victoria's Secret | 3.6/5 |
| Gap Inc. | 3.6/5 |
| EXPRESS | 3.5/5 |
| Destination XL Group | 3.4/5 |
| Aeropostale | 2.9/5 |
| Macy's | 2.9/5 |
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EXPRESS as an Employer
2.8/5
EXPRESS has a 2.8/5 stars for its overall company culture rated by their employees
bottom
25%
Consumer vs. Employees
EXPRESS scored a -4 for Net Promoter Score and a -27 for Employee Net Promoter Score. NPS gauges how likely a customer of EXPRESS would recommend the brand to a friend. ENPS measures how likely EXPRESS employees would recommend working at EXPRESS to a friend.
Net Promoter Score
-4
NPS Score
| 42% | Promoters |
|---|---|
| 12% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
-27
eNPS Score
| 28% | Promoters |
|---|---|
| 17% | Passive |
| 55% | Detractors |
