47
NPS
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Harrods
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About Harrods' Brand
The biggest and most luxurious department store in Europe Among its major competitors, Harrods is ranked in 4th place for NPS while Valentino is 1st, and Rolex is 2nd.
Brand at a Glance
76%
Customer Loyalty
4.1/5
Product Quality
3.8/5
Pricing
4.1/5
Customer Service
Harrods Ranking
- #1 / 4 of its competitors
Harrods NPS
Harrods's Net Promoter Score (NPS) is a 47 with 69% Promoters, 9% Passives, and 22% Detractors. Net Promoter Score tracks whether Harrods's customers would recommend using the product based on a scale of -100 to 100.
Harrods Overall NPS
| 69% | Promoters |
|---|---|
| 9% | Passives |
| 22% | Detractors |
Harrods NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 53 | Nov 2023 | 53 |
Dec 2023 49 | Dec 2023 | 49 |
Jan 2024 52 | Jan 2024 | 52 |
Mar 2024 52 | Mar 2024 | 52 |
Apr 2024 52 | Apr 2024 | 52 |
May 2024 54 | May 2024 | 54 |
Jun 2024 53 | Jun 2024 | 53 |
Aug 2024 51 | Aug 2024 | 51 |
Sep 2024 53 | Sep 2024 | 53 |
Nov 2024 50 | Nov 2024 | 50 |
Oct 2025 52 | Oct 2025 | 52 |
Nov 2025 48 | Nov 2025 | 48 |
How Other Brands Compare
Harrods is ranked first for NPS among its competitors. CHANEL and Gucci come in second and third, with Tiffany & Co coming in at #4.
Harrods |  CHANEL |  Gucci |  Tiffany & Co | |
| Global Ranking | #- | #28 | #52 | #54 |
| NPS | 47 | 39 | 31 | 31 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | - | Neutral | - |
| Valuation Updated every 24 hours for public companies | - | - | - | $15.96B |
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.
Harrods NPS by Gender
Male customers rated Harrods's NPS 10 points higher than Female customers.
Male
33
Harrods's NPS was rated 33 by Male customers on Comparably.
50%
Promoters
33%
Passives
17%
Detractors
Female
23
Harrods's NPS was rated 23 by Female customers on Comparably.
54%
Promoters
15%
Passives
31%
Detractors
Harrods NPS by Ethnicity
Harrods's NPS was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 71 | Caucasian | 71 |
African American/Black -75 | African American/Black | -75 |
Other 17 | Other | 17 |
Harrods NPS by Age
Harrods's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Harrods NPS by Usage
Harrods's NPS was rated the highest by customers who have used Harrods's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 12 | Less than 1 Year | 12 |
1 to 2 Years 0 | 1 to 2 Years | 0 |
5 to 10 Years 50 | 5 to 10 Years | 50 |
Over 10 Years 100 | Over 10 Years | 100 |
Harrods NPS vs. Competitors
Compared to its competitors, Harrods's NPS is rated right above Coach, and is preceded by Christian Dior.
| COMPANY | NPS Score | |
|---|---|---|
 | Valentino | 56 |
 | Rolex | 51 |
 | Christian Dior | 51 |
| Harrods | 47 |
 | Coach | 41 |
| CHANEL | 39 |
 | Farfetch | 37 |
| Gucci | 31 |
| Tiffany & Co | 31 |
 | H&M | 19 |
 | Matches Fashion | 9 |
 | ASOS Ventures | N/A |
 | Wantable | -100 |
Harrods Customer Reviews
Out of the 6 Harrods customer reviews 6 were positive and 0 were constructive. Harrods customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Harrods Customer Loyalty
76%
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.
76% of Harrods 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?"
Harrods Customer Loyalty Score by Gender
Female customers rated Harrods's Customer Loyalty score 24% higher than Male customers.
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Male
55%
Yes
Female
79%
Yes
Harrods Customer Loyalty Score by Ethnicity
Harrods's Customer Loyalty score was rated the highest by Other customers, and the lowest by African American/Black customers.
% who answered "Yes"
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74
out of 100
Caucasian
55
out of 100
African American/Black
85
out of 100
Other
Harrods Customer Loyalty Score by Age
Harrods'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 46% | 18-25 | 46% |
31-35 78% | 31-35 | 78% |
Harrods Customer Loyalty Score by Usage
Harrods's Customer Loyalty score was rated the highest by customers who have used Harrods's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Harrods Customer Loyalty vs. Competitors
Compared to its competitors, Harrods's Customer Loyalty score is rated right above Gucci, and is preceded by H&M.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Coach | 87% |
| Matches Fashion | 83% |
| Rolex | 82% |
| Christian Dior | 79% |
| CHANEL | 79% |
| Farfetch | 79% |
| Valentino | 78% |
| H&M | 77% |
| Harrods | 76% |
| Gucci | 76% |
| Tiffany & Co | 73% |
| Wantable | 10% |
| ASOS Ventures | N/A |
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Harrods Product Quality
4.1/5
Harrods has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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Harrods Product Information
Harrods’s product quality score is a 4.1 out of 5 as rated by its users and customers.
- Company Size
- 5,001-10,000 Employees
Industry
Retail
Quick Insights into Harrods Product Quality
Harrods's Product Quality score was rated highest by customers who have used Harrods's products/services for Over 10 Years, and rated lowest by African American/Black customers.
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Ranked Harrods Product Quality the Highest
Ranked Harrods Product Quality the Lowest
Harrods Product Quality Score by Gender
Male customers rated Harrods's Product Quality score 0.1 stars higher than Female customers.
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Male
3.8/5
Female
3.7/5
Harrods Product Quality Score by Ethnicity
Harrods's Product Quality score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.5 | Caucasian | 4.5 |
African American/Black 1.9 | African American/Black | 1.9 |
Other 3.8 | Other | 3.8 |
Harrods Product Quality Score by Age
Harrods's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Harrods.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.8 | 18-25 | 4.8 |
31-35 3.9 | 31-35 | 3.9 |
Harrods Product Quality Score by Usage
Harrods's Product Quality score was rated the highest by customers who have used Harrods's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Harrods Product Quality vs. Competitors
Compared to its competitors, Harrods's Product Quality score is rated right above Farfetch, and is preceded by Matches Fashion.
| COMPANY | Product Quality Score | |
|---|---|---|
| Valentino | 4.4/5 |
| Christian Dior | 4.4/5 |
| Rolex | 4.3/5 |
| CHANEL | 4.2/5 |
| Gucci | 4.2/5 |
| Matches Fashion | 4.1/5 |
| Harrods | 4.1/5 |
| Farfetch | 4.1/5 |
| Coach | 4/5 |
| Tiffany & Co | 4/5 |
| H&M | 3.9/5 |
| Wantable | 1.5/5 |
| ASOS Ventures | N/A |
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Harrods Pricing
Harrods ROI & Value For Money
3.8/5
Harrods 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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Quick Insights into Harrods ROI
Harrods's ROI score was rated highest by customers who have used Harrods's products/services for Over 10 Years, and rated lowest by African American/Black customers.
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Ranked Harrods ROI the Highest
Ranked Harrods ROI the Lowest
Harrods ROI Score by Gender
Female customers rated Harrods's ROI score 0.3 stars higher than Male customers.
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Male
3/5
Female
3.3/5
Harrods ROI Score by Ethnicity
Harrods's ROI score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 3.2 | Other | 3.2 |
Harrods ROI Score by Age
Harrods's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.4 | 18-25 | 3.4 |
31-35 4.1 | 31-35 | 4.1 |
Harrods ROI Score by Usage
Harrods's ROI score was rated the highest by customers who have used Harrods's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Harrods Pricing vs. Competitors
Compared to its competitors, Harrods's ROI score is rated right above Farfetch, and is preceded by Coach.
| COMPANY | Pricing Score | |
|---|---|---|
| Rolex | 4.2/5 |
| Valentino | 4.1/5 |
| Christian Dior | 4.1/5 |
| Matches Fashion | 4/5 |
| CHANEL | 3.9/5 |
| Coach | 3.9/5 |
| Harrods | 3.8/5 |
| Farfetch | 3.8/5 |
| Gucci | 3.8/5 |
| H&M | 3.7/5 |
| Tiffany & Co | 3.7/5 |
| Wantable | 1.5/5 |
| ASOS Ventures | N/A |
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Harrods Customer Satisfaction (CSAT)
Harrods Customer Satisfaction (CSAT) Score
82 / 100
Harrods has an overall Customer Satisfaction score of 82 rated by its users and customers.
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Very Satisfied
58%
Satisfied
24%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
4%
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 Harrods Customer Satisfaction
Harrods's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by African American/Black customers.
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Ranked Harrods Customer Satisfaction the Highest
Ranked Harrods Customer Satisfaction the Lowest
Harrods Customer Satisfaction Score by Gender
Male customers rated Harrods's Customer Satisfaction score 27 points higher than Female customers.
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100 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 67% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
73 / 100
FemaleVery Satisfied | 55% | |
|---|---|---|
Satisfied | 18% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 27% |
Harrods Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Harrods' Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
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100 / 100
Very Satisfied
57%
Satisfied
43%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
Harrods' Customer Satisfaction (CSAT) score was rated 50% according to African American/Black users and customers.
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50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
CSAT according to Other
Harrods' Customer Satisfaction (CSAT) score was rated 75% according to Other users and customers.
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75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
Harrods Customer Satisfaction Score by Age
Harrods's Customer Satisfaction score was rated 100 points by customers ages 18-25 and customers ages 31-35 on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 31-35 | 100% |
Harrods Customer Satisfaction Score by Usage
Harrods's Customer Satisfaction score was rated the highest by customers who have used Harrods's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Harrods Customer Satisfaction vs. Competitors
Compared to its competitors, Harrods's Customer Satisfaction score is rated right above CHANEL, and is preceded by Christian Dior.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Matches Fashion | 100% |
| Valentino | 93% |
| Christian Dior | 90% |
| Harrods | 81% |
| CHANEL | 80% |
| Farfetch | 80% |
| Rolex | 79% |
| Gucci | 79% |
| Coach | 78% |
| H&M | 78% |
| Tiffany & Co | 72% |
| Wantable | 0% |
| ASOS Ventures | 0% |
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Harrods Customer Service
4.1/5
Harrods has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
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About Harrods's Customer Service
Address
87-135 Brompton Road, SW1X 7XL United Kingdom
Website
https://www.harrodscareers.com/
Phone Number
07785 489 529
Harrods's Social Links
Quick Insights into Harrods Customer Service
Harrods's Customer Service score was rated highest by customers who have used Harrods's products/services for Over 10 Years, and rated lowest by African American/Black customers.
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Ranked Harrods Customer Service the Highest
Ranked Harrods Customer Service the Lowest
Harrods Customer Service Score by Gender
Male customers rated Harrods's Customer Service score 0.5 stars higher than Female customers.
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Male
4.1/5
Female
3.6/5
Harrods Customer Service Score by Ethnicity
Harrods's Customer Service score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.6 | Caucasian | 4.6 |
African American/Black 2.1 | African American/Black | 2.1 |
Other 3.6 | Other | 3.6 |
Harrods Customer Service Score by Age
Harrods's Customer Service 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 | Customer Service Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
31-35 4.1 | 31-35 | 4.1 |
Harrods Customer Service Score by Usage
Harrods's Customer Service score was rated the highest by customers who have used Harrods's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Harrods Customer Service vs. Competitors
Compared to its competitors, Harrods's Customer Service score is rated right above CHANEL, and is preceded by Christian Dior.
| COMPANY | Customer Service Score | |
|---|---|---|
| Valentino | 4.4/5 |
| Rolex | 4.3/5 |
| Christian Dior | 4.1/5 |
| Harrods | 4.1/5 |
| CHANEL | 4.1/5 |
| Gucci | 4/5 |
| Farfetch | 4/5 |
| Coach | 3.9/5 |
| Matches Fashion | 3.9/5 |
| Tiffany & Co | 3.8/5 |
| H&M | 3.8/5 |
| Wantable | 1.5/5 |
| ASOS Ventures | N/A |
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Harrods as an Employer
4.3/5
Harrods has a 4.3/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Harrods scored a 47 for Net Promoter Score and a 19 for Employee Net Promoter Score. NPS gauges how likely a customer of Harrods would recommend the brand to a friend. ENPS measures how likely Harrods employees would recommend working at Harrods to a friend.
Net Promoter Score
47
NPS Score
| 69% | Promoters |
|---|---|
| 9% | Passive |
| 22% | Detractors |
Employee Net Promoter Score
19
eNPS Score
| 51% | Promoters |
|---|---|
| 17% | Passive |
| 32% | Detractors |
