Ghirardelli Chocolate NPS & Customer Reviews

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Ghirardelli Chocolate

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Ghirardelli Chocolate

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About Ghirardelli Chocolate's Brand

Ghirardelli Chocolate Company is a manufacturer and marketer of premium chocolate products. Among its major competitors, Ghirardelli Chocolate is ranked in 6th place for NPS while Lindt & Sprüngli is 1st, and See's Candies is 2nd.Their current valuation is $1.17B

Brand at a Glance

83%

Customer Loyalty

3.9/5

Product Quality

3.8/5

Pricing

3.7/5

Customer Service

Ghirardelli Chocolate Ranking

^#4 / 4 of its competitors

Ghirardelli Chocolate NPS

Ghirardelli Chocolate's Net Promoter Score (NPS) is a 21 with 57% Promoters, 7% Passives, and 36% Detractors. Net Promoter Score tracks whether Ghirardelli Chocolate's customers would recommend using the product based on a scale of -100 to 100.

Ghirardelli Chocolate Overall NPS

NPS

57%	Promoters
7%	Passives
36%	Detractors

Ghirardelli Chocolate NPS Trend

-100

-50

100

Summary	Date	Score
May 2024 5	May 2024	5
Jul 2024 6	Jul 2024	6
Aug 2024 12	Aug 2024	12
Sep 2024 10	Sep 2024	10
Oct 2024 13	Oct 2024	13
Nov 2024 15	Nov 2024	15
Dec 2024 17	Dec 2024	17
Jan 2025 16	Jan 2025	16
Mar 2025 16	Mar 2025	16
Apr 2025 20	Apr 2025	20
Jun 2025 19	Jun 2025	19
Jul 2025 21	Jul 2025	21

How Other Brands Compare

Ghirardelli Chocolate is ranked #4 for NPS among its competitors. See's Candies and Hershey Company come in first and second, with Krispy Kreme coming in at third. Among those competitors, it is the lowest valued company behind Hershey Company.

	Ghirardelli Chocolate	Hershey Company	Krispy Kreme	See's Candies
Global Ranking	#-	#42	#519	#562
NPS	21	35	33	42
Valuation Updated every 24 hours for public companies	$1.17B	$30.98B	-	-

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.

Ghirardelli Chocolate NPS by Gender

Male customers rated Ghirardelli Chocolate's NPS 36 points higher than Female customers.

Male

Ghirardelli Chocolate's NPS was rated 61 by Male customers on Comparably.

74%

Promoters

13%

Passives

13%

Detractors

Female

Ghirardelli Chocolate's NPS was rated 25 by Female customers on Comparably.

58%

Promoters

Passives

33%

Detractors

Ghirardelli Chocolate NPS by Ethnicity

Ghirardelli Chocolate's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian 39	Caucasian	39
Hispanic or Latino 50	Hispanic or Latino	50

Ghirardelli Chocolate NPS by Age

Ghirardelli Chocolate's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

100

Summary

Age

Promoters

Passives

Detractors

18-25

57%

29%

14%

66+

67%

33%

Ghirardelli Chocolate NPS by Usage

Ghirardelli Chocolate's NPS was rated the highest by customers who have used Ghirardelli Chocolate's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year 100	Less than 1 Year	100
1 to 2 Years -67	1 to 2 Years	-67
2 to 5 Years 75	2 to 5 Years	75
5 to 10 Years -20	5 to 10 Years	-20
Over 10 Years 50	Over 10 Years	50

Ghirardelli Chocolate NPS vs. Competitors

Compared to its competitors, Ghirardelli Chocolate's NPS is rated right below Krispy Kreme.

COMPANY		NPS Score
	Lindt & Sprüngli	55
	See's Candies	42
	Godiva Chocolatier	40
	Hershey Company	35
	Krispy Kreme	33
	Ghirardelli Chocolate	21

Ghirardelli Chocolate Customer Reviews

Out of the 4 Ghirardelli Chocolate customer reviews 3 were positive and 1 was constructive. Ghirardelli Chocolate 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

Ghirardelli Chocolate Customer Loyalty

83%

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.

83% of Ghirardelli Chocolate users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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83%

17%

Ghirardelli Chocolate Customer Loyalty Score by Gender

Male customers rated Ghirardelli Chocolate's Customer Loyalty score 7% higher than Female customers.

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Male

100%

Yes

Female

93%

Yes

Ghirardelli Chocolate Customer Loyalty Score by Ethnicity

Ghirardelli Chocolate's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Hispanic or Latino customers.

% who answered "Yes"

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100

out of 100

Caucasian

out of 100

Hispanic or Latino

Ghirardelli Chocolate Customer Loyalty Score by Age

Ghirardelli Chocolate's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 18-25.

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20%

40%

60%

80%

100%

Summary	Age	Score
18-25 87%	18-25	87%
66+ 100%	66+	100%

Ghirardelli Chocolate Customer Loyalty Score by Usage

Ghirardelli Chocolate's Customer Loyalty score was rated the highest by customers who have used Ghirardelli Chocolate's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.

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Less than 1 Year	100%
1 to 2 Years	70%
2 to 5 Years	100%
5 to 10 Years	82%
Over 10 Years	100%

Ghirardelli Chocolate Customer Loyalty Score by Industry

Ghirardelli Chocolate's Customer Loyalty score was rated 100% by Tech industry customers.

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Tech	100%

Ghirardelli Chocolate Customer Loyalty vs. Competitors

Compared to its competitors, Ghirardelli Chocolate's Customer Loyalty score is rated right above Hershey Company, and is preceded by See's Candies.

COMPANY		Customer Loyalty Score
	See's Candies	87%
	Ghirardelli Chocolate	83%
	Hershey Company	81%
	Krispy Kreme	76%
	Godiva Chocolatier	72%
	Lindt & Sprüngli	69%

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Ghirardelli Chocolate Product Quality

3.9/5

Ghirardelli Chocolate has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.

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Ghirardelli Chocolate Product Information

Ghirardelli Chocolate’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Ghirardelli Chocolate's product the highest.

Website: http://www.ghirardelli.com/

Company Size: 1,001-5,000 Employees

Industry

Food & Beverages

Quick Insights into Ghirardelli Chocolate Product Quality

Ghirardelli Chocolate's Product Quality score was rated highest by customers who have used Ghirardelli Chocolate's products/services for Less than 1 Year, and rated lowest by customers who have used Ghirardelli Chocolate's products/services for 5 to 10 Years.

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Ranked Ghirardelli Chocolate Product Quality the Highest

Less than 1 Year	4.6
Male	4.6
Tech	4.6

Ranked Ghirardelli Chocolate Product Quality the Lowest

Female	4.1
66+	3.6
5 to 10 Years	3.2

Ghirardelli Chocolate Product Quality Score by Gender

Male customers rated Ghirardelli Chocolate's Product Quality score 0.5 stars higher than Female customers.

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Male

4.6/5

Female

4.1/5

Ghirardelli Chocolate Product Quality Score by Ethnicity

Ghirardelli Chocolate's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 4.2	Caucasian	4.2
Hispanic or Latino 4.5	Hispanic or Latino	4.5

Ghirardelli Chocolate Product Quality Score by Age

Ghirardelli Chocolate's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

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Summary	Age	Score
18-25 4.3	18-25	4.3
66+ 3.6	66+	3.6

Ghirardelli Chocolate Product Quality Score by Usage

Ghirardelli Chocolate's Product Quality score was rated the highest by customers who have used Ghirardelli Chocolate's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	4.6
1 to 2 Years	4.3
2 to 5 Years	4.5
5 to 10 Years	3.2
Over 10 Years	4

Ghirardelli Chocolate Product Quality Score by Industry

Ghirardelli Chocolate's Product Quality score was rated 4.6 stars by Tech industry customers.

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Tech	4.6

Ghirardelli Chocolate Product Quality vs. Competitors

Compared to its competitors, Ghirardelli Chocolate's Product Quality score is rated right below Krispy Kreme.

COMPANY		Product Quality Score
	Lindt & Sprüngli	4.1/5
	Hershey Company	4.1/5
	See's Candies	4.1/5
	Godiva Chocolatier	4/5
	Krispy Kreme	4/5
	Ghirardelli Chocolate	3.9/5

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Ghirardelli Chocolate Pricing

Ghirardelli Chocolate ROI & Value For Money

3.8/5

Ghirardelli Chocolate 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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Ghirardelli Chocolate 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.

Quick Insights into Ghirardelli Chocolate ROI

Ghirardelli Chocolate's ROI score was rated highest by Male customers, and rated lowest by customers who have used Ghirardelli Chocolate's products/services for 5 to 10 Years.

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Ranked Ghirardelli Chocolate ROI the Highest

Male	4.6
Tech	4.6
Less than 1 Year	4.5

Ranked Ghirardelli Chocolate ROI the Lowest

Female	3.8
66+	3.5
5 to 10 Years	3.2

Ghirardelli Chocolate ROI Score by Gender

Male customers rated Ghirardelli Chocolate's ROI score 0.8 stars higher than Female customers.

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Male

4.6/5

Female

3.8/5

Ghirardelli Chocolate ROI Score by Ethnicity

Ghirardelli Chocolate's ROI score was rated 4 stars by both Caucasian and Hispanic or Latino customers on Comparably.

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Summary	Ethnicity	Score
Caucasian 4	Caucasian	4
Hispanic or Latino 4	Hispanic or Latino	4

Ghirardelli Chocolate ROI Score by Age

Ghirardelli Chocolate's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

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Summary	Age	Score
18-25 4	18-25	4
66+ 3.5	66+	3.5

Ghirardelli Chocolate ROI Score by Usage

Ghirardelli Chocolate's ROI score was rated the highest by customers who have used Ghirardelli Chocolate's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	4.5
1 to 2 Years	4.1
2 to 5 Years	4.2
5 to 10 Years	3.2
Over 10 Years	3.8

Ghirardelli Chocolate ROI Score by Industry

Ghirardelli Chocolate's ROI score was rated 4.6 stars by Tech industry customers.

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Tech	4.6

Ghirardelli Chocolate Pricing vs. Competitors

Compared to its competitors, Ghirardelli Chocolate's ROI score is rated right above See's Candies, and is preceded by Hershey Company.

COMPANY		Pricing Score
	Lindt & Sprüngli	4.1/5
	Hershey Company	3.9/5
	Ghirardelli Chocolate	3.8/5
	See's Candies	3.7/5
	Godiva Chocolatier	3.7/5
	Krispy Kreme	3.7/5

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Ghirardelli Chocolate Customer Satisfaction (CSAT)

Ghirardelli Chocolate Customer Satisfaction (CSAT) Score

82 / 100

Ghirardelli Chocolate has an overall Customer Satisfaction score of 82 rated by its users and customers.

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Very Satisfied	49%
Satisfied	33%
Neither Satisfied nor Dissatisfied	7%
Dissatisfied	4%
Very Dissatisfied	7%

Very Satisfied

49%

Satisfied

33%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

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 Ghirardelli Chocolate Customer Satisfaction

Ghirardelli Chocolate's Customer Satisfaction score was rated highest by customers who have used Ghirardelli Chocolate's products/services for 2 to 5 Years, and rated lowest by Hispanic or Latino customers.

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Ranked Ghirardelli Chocolate Customer Satisfaction the Highest

2 to 5 Years	100%
Male	100%
Tech	100%

Ranked Ghirardelli Chocolate Customer Satisfaction the Lowest

Female	58%
5 to 10 Years	50%
Hispanic or Latino	50%

Ghirardelli Chocolate Customer Satisfaction Score by Gender

Male customers rated Ghirardelli Chocolate's Customer Satisfaction score 42 points higher than Female customers.

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100 / 100

Male

	Very Satisfied	75%
	Satisfied	25%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	0%
	Very Dissatisfied	0%

58 / 100

Female

	Very Satisfied	50%
	Satisfied	8%
	Neither Satisfied nor Dissatisfied	17%
	Dissatisfied	8%
	Very Dissatisfied	17%

Ghirardelli Chocolate Customer Satisfaction Score by Ethnicity

Caucasian
85%
Hispanic or Latino
50%

CSAT according to Caucasian

Ghirardelli Chocolate's Customer Satisfaction (CSAT) score was rated 85% according to Caucasian users and customers.

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85 / 100

Very Satisfied	77%
Satisfied	8%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	7%
Very Dissatisfied	8%

Very Satisfied

77%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

CSAT according to Hispanic or Latino

Ghirardelli Chocolate's Customer Satisfaction (CSAT) score was rated 50% according to Hispanic or Latino users and customers.

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50 / 100

Very Satisfied	25%
Satisfied	25%
Neither Satisfied nor Dissatisfied	50%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

25%

Satisfied

25%

Neither Satisfied nor Dissatisfied

50%

Dissatisfied

Very Dissatisfied

Ghirardelli Chocolate Customer Satisfaction Score by Age

Ghirardelli Chocolate's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

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100

Breakdown

Age

Score

18-25

71%

66+

67%

Ghirardelli Chocolate Customer Satisfaction Score by Usage

Ghirardelli Chocolate's Customer Satisfaction score was rated the highest by customers who have used Ghirardelli Chocolate's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	67
1 to 2 Years	67
2 to 5 Years	100
5 to 10 Years	50
Over 10 Years	86

Ghirardelli Chocolate Customer Satisfaction Score by Industry

Ghirardelli Chocolate's Customer Satisfaction score was rated 100 points by Tech industry customers.

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Tech	100

Ghirardelli Chocolate Customer Satisfaction vs. Competitors

Compared to its competitors, Ghirardelli Chocolate's Customer Satisfaction score is rated right above Hershey Company, and is preceded by Krispy Kreme.

COMPANY		Customer Satisfaction (CSAT) Score
	Krispy Kreme	84%
	Ghirardelli Chocolate	82%
	Hershey Company	80%
	See's Candies	78%
	Lindt & Sprüngli	76%
	Godiva Chocolatier	76%

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Ghirardelli Chocolate Customer Service

3.7/5

Ghirardelli Chocolate has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.

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About Ghirardelli Chocolate's Customer Service

Address

San Leandro, CA United States of America

Website

http://www.ghirardelli.com/

Phone Number

1 888 40 COCOA 1 888 402

Quick Insights into Ghirardelli Chocolate Customer Service

Ghirardelli Chocolate's Customer Service score was rated highest by customers from the Tech industry, and rated lowest by customers who have used Ghirardelli Chocolate's products/services for 5 to 10 Years.

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Ranked Ghirardelli Chocolate Customer Service the Highest

Tech	4.8
2 to 5 Years	4.7
Male	4.7

Ranked Ghirardelli Chocolate Customer Service the Lowest

66+	3.5
Female	3.4
5 to 10 Years	2.4

Ghirardelli Chocolate Customer Service Score by Gender

Male customers rated Ghirardelli Chocolate's Customer Service score 1.3 stars higher than Female customers.

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Male

4.7/5

Female

3.4/5

Ghirardelli Chocolate Customer Service Score by Ethnicity

Ghirardelli Chocolate's Customer Service score was rated the highest by Caucasian customers, and the lowest by Hispanic or Latino customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 4.1	Caucasian	4.1
Hispanic or Latino 3.7	Hispanic or Latino	3.7

Ghirardelli Chocolate Customer Service Score by Age

Ghirardelli Chocolate's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

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100

Summary	Age	Customer Service Score
18-25 4	18-25	4
66+ 3.5	66+	3.5

Ghirardelli Chocolate Customer Service Score by Usage

Ghirardelli Chocolate's Customer Service score was rated the highest by customers who have used Ghirardelli Chocolate's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	4.3
1 to 2 Years	3.6
2 to 5 Years	4.7
5 to 10 Years	2.4
Over 10 Years	3.8

Ghirardelli Chocolate Customer Service Score by Industry

Ghirardelli Chocolate's Customer Service score was rated 4.8 stars by Tech industry customers.

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Tech	4.8

Ghirardelli Chocolate Customer Service vs. Competitors

Compared to its competitors, Ghirardelli Chocolate's Customer Service score is rated right below Krispy Kreme.

COMPANY		Customer Service Score
	Lindt & Sprüngli	4.2/5
	Godiva Chocolatier	4/5
	See's Candies	4/5
	Hershey Company	3.9/5
	Krispy Kreme	3.8/5
	Ghirardelli Chocolate	3.7/5

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Ghirardelli Chocolate as an Employer

4.5/5

Ghirardelli Chocolate has a 4.5/5 stars for its overall company culture rated by their employees

top

25%

CEO of Ghirardelli Chocolate

Joel Burrows

In the Top 25% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Ghirardelli Chocolate scored a 21 for Net Promoter Score and a 2 for Employee Net Promoter Score. NPS gauges how likely a customer of Ghirardelli Chocolate would recommend the brand to a friend. ENPS measures how likely Ghirardelli Chocolate employees would recommend working at Ghirardelli Chocolate to a friend.

Net Promoter Score

NPS Score

57%	Promoters
7%	Passive
36%	Detractors

Employee Net Promoter Score

eNPS Score

43%	Promoters
16%	Passive
41%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail

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