-39
NPS
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J. C. Penney
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About J. C. Penney's Brand
Among its major competitors, J. C. Penney is ranked in 8th place for NPS while Target is 1st, and Stage Stores is 2nd. Overall, J. C. Penney has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $58.39M
Brand at a Glance
78%
Customer Loyalty
2.5/5
Product Quality
2.6/5
Pricing
2.3/5
Customer Service
J. C. Penney CMO
J. C. Penney Ranking
- #4 / 4 of its competitors
J. C. Penney NPS
J. C. Penney's Net Promoter Score (NPS) is a -39 with 26% Promoters, 9% Passives, and 65% Detractors. Net Promoter Score tracks whether J. C. Penney's customers would recommend using the product based on a scale of -100 to 100.
J. C. Penney Overall NPS
| 26% | Promoters |
|---|---|
| 9% | Passives |
| 65% | Detractors |
J. C. Penney NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2025 -40 | Jan 2025 | -40 |
Mar 2025 -41 | Mar 2025 | -41 |
Apr 2025 -40 | Apr 2025 | -40 |
May 2025 -42 | May 2025 | -42 |
Jun 2025 -42 | Jun 2025 | -42 |
Jul 2025 -40 | Jul 2025 | -40 |
Aug 2025 -40 | Aug 2025 | -40 |
Sep 2025 -40 | Sep 2025 | -40 |
Oct 2025 -40 | Oct 2025 | -40 |
Nov 2025 -40 | Nov 2025 | -40 |
Dec 2025 -40 | Dec 2025 | -40 |
Jan 2026 -38 | Jan 2026 | -38 |
How Other Brands Compare
J. C. Penney is ranked #4 for NPS among its competitors. Target and Walmart come in first and second, with Walgreens coming in at third. Among those competitors, it is the lowest valued company behind Walmart.
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.
J. C. Penney NPS by Gender
Male customers rated J. C. Penney's NPS 34 points higher than Female customers.
Male
-38
J. C. Penney's NPS was rated -38 by Male customers on Comparably.
27%
Promoters
8%
Passives
65%
Detractors
Female
-72
J. C. Penney's NPS was rated -72 by Female customers on Comparably.
13%
Promoters
2%
Passives
85%
Detractors
J. C. Penney NPS by Ethnicity
J. C. Penney'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 -67 | Caucasian | -67 |
Hispanic or Latino -50 | Hispanic or Latino | -50 |
African American/Black -39 | African American/Black | -39 |
Other -82 | Other | -82 |
J. C. Penney NPS by Age
J. C. Penney's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
J. C. Penney NPS by Usage
J. C. Penney's NPS was rated the highest by customers who have used J. C. Penney's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -72 | Less than 1 Year | -72 |
1 to 2 Years -50 | 1 to 2 Years | -50 |
2 to 5 Years -51 | 2 to 5 Years | -51 |
5 to 10 Years -34 | 5 to 10 Years | -34 |
Over 10 Years -67 | Over 10 Years | -67 |
J. C. Penney NPS vs. Competitors
Compared to its competitors, J. C. Penney's NPS is rated right above Bed Bath & Beyond, and is preceded by Dillard's.
| COMPANY | NPS Score | |
|---|---|---|
 | Target | 36 |
 | Stage Stores | 34 |
 | RadioShack | 20 |
 | Walmart | 7 |
 | Kohl's | -1 |
 | Walgreens | -7 |
 | Dillard's | -8 |
| J. C. Penney | -39 |
 | Bed Bath & Beyond | -52 |
J. C. Penney Customer Reviews
Out of the 23 J. C. Penney customer reviews 4 were positive and 19 were constructive. J. C. Penney customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
J. C. Penney Customer Loyalty
78%
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.
78% of J. C. Penney 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?"
J. C. Penney Customer Loyalty Score by Gender
Female customers rated J. C. Penney's Customer Loyalty score 16% higher than Male customers.
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Male
62%
Yes
Female
78%
Yes
J. C. Penney Customer Loyalty Score by Ethnicity
J. C. Penney's Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of J. C. Penney.
72
out of 100
Caucasian
100
out of 100
Hispanic or Latino
78
out of 100
African American/Black
75
out of 100
Other
J. C. Penney Customer Loyalty Score by Age
J. C. Penney's Customer Loyalty score was rated the highest by customers ages 61-65, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of J. C. Penney.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 55% | 18-25 | 55% |
26-30 70% | 26-30 | 70% |
31-35 82% | 31-35 | 82% |
41-45 89% | 41-45 | 89% |
46-50 60% | 46-50 | 60% |
51-55 74% | 51-55 | 74% |
56-60 64% | 56-60 | 64% |
61-65 91% | 61-65 | 91% |
66+ 73% | 66+ | 73% |
J. C. Penney Customer Loyalty Score by Usage
J. C. Penney's Customer Loyalty score was rated the highest by customers who have used J. C. Penney's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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J. C. Penney Customer Loyalty Score by Industry
J. C. Penney's Customer Loyalty score was rated the highest by Security and Investigations industry customers, and the lowest by Insurance industry customers.
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J. C. Penney Customer Loyalty vs. Competitors
Compared to its competitors, J. C. Penney's Customer Loyalty score is rated right above Walmart, and is preceded by Dillard's.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Target | 82% |
| RadioShack | 82% |
| Dillard's | 78% |
| J. C. Penney | 78% |
| Walmart | 76% |
| Walgreens | 75% |
| Kohl's | 74% |
| Bed Bath & Beyond | 67% |
| Stage Stores | 60% |
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J. C. Penney Product Quality
2.5/5
J. C. Penney has an overall Product Quality score of 2.5 out of 5 stars rated by its users and customers.
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J. C. Penney Product Information
J. C. Penney’s product quality score is a 2.5 out of 5 as rated by its users and customers. Reviewers from the Security and Investigations industry rated J. C. Penney's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated J. C. Penney the lowest at 1.8.
- Website
- http://www.jcpenney.com
- Company Size
- 10,000+ Employees
Industry
Fashion and Beauty
Quick Insights into J. C. Penney Product Quality
J. C. Penney's Product Quality score was rated highest by customers from the Security and Investigations industry, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked J. C. Penney's Product Quality.
Ranked J. C. Penney Product Quality the Highest
Ranked J. C. Penney Product Quality the Lowest
J. C. Penney Product Quality Score by Gender
Male customers rated J. C. Penney's Product Quality score 0.8 stars higher than Female customers.
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Male
2.7/5
Female
1.9/5
J. C. Penney Product Quality Score by Ethnicity
J. C. Penney's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of J. C. Penney.
0
1
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3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Hispanic or Latino 1.6 | Hispanic or Latino | 1.6 |
African American/Black 2.8 | African American/Black | 2.8 |
Other 1.5 | Other | 1.5 |
J. C. Penney Product Quality Score by Age
J. C. Penney's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of J. C. Penney.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.5 | 26-30 | 3.5 |
31-35 3 | 31-35 | 3 |
41-45 3 | 41-45 | 3 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.9 | 51-55 | 1.9 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.9 | 61-65 | 1.9 |
66+ 1.7 | 66+ | 1.7 |
J. C. Penney Product Quality Score by Usage
J. C. Penney's Product Quality score was rated the highest by customers who have used J. C. Penney's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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J. C. Penney Product Quality Score by Industry
J. C. Penney's Product Quality score was rated the highest by Security and Investigations industry customers, and the lowest by Legal industry customers.
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J. C. Penney Product Quality vs. Competitors
Compared to its competitors, J. C. Penney's Product Quality score is rated right above Bed Bath & Beyond, and is preceded by Stage Stores.
| COMPANY | Product Quality Score | |
|---|---|---|
| Target | 4.1/5 |
| RadioShack | 3.8/5 |
| Walmart | 3.5/5 |
| Kohl's | 3.4/5 |
| Dillard's | 3.2/5 |
| Walgreens | 3.2/5 |
| Stage Stores | 2.6/5 |
| J. C. Penney | 2.5/5 |
| Bed Bath & Beyond | 2.1/5 |
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J. C. Penney Pricing
J. C. Penney ROI & Value For Money
2.6/5
J. C. Penney has a value for money and ROI score of 2.6 out of 5 stars rated by its users and customers.
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J. C. Penney 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 Security and Investigations industry. The users from the Banking and Financial Services industry think that they had the lowest ROI from J. C. Penney.
Quick Insights into J. C. Penney ROI
J. C. Penney's ROI score was rated highest by customers ages 26-30, and rated lowest by customers from the Legal industry.
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Ranked J. C. Penney ROI the Highest
Ranked J. C. Penney ROI the Lowest
J. C. Penney ROI Score by Gender
Male customers rated J. C. Penney's ROI score 0.8 stars higher than Female customers.
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Male
2.9/5
Female
2.1/5
J. C. Penney ROI Score by Ethnicity
J. C. Penney's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of J. C. Penney.
0
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3
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5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
Hispanic or Latino 2.9 | Hispanic or Latino | 2.9 |
African American/Black 2.5 | African American/Black | 2.5 |
Other 2.2 | Other | 2.2 |
J. C. Penney ROI Score by Age
J. C. Penney's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full ROI by Age data of J. C. Penney.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 4.3 | 26-30 | 4.3 |
31-35 2.9 | 31-35 | 2.9 |
41-45 2.5 | 41-45 | 2.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 2.4 | 51-55 | 2.4 |
56-60 2.1 | 56-60 | 2.1 |
61-65 2.1 | 61-65 | 2.1 |
66+ 2.1 | 66+ | 2.1 |
J. C. Penney ROI Score by Usage
J. C. Penney's ROI score was rated the highest by customers who have used J. C. Penney's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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J. C. Penney ROI Score by Industry
J. C. Penney's ROI score was rated the highest by Security and Investigations industry customers, and the lowest by Legal industry customers.
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J. C. Penney Pricing vs. Competitors
Compared to its competitors, J. C. Penney's ROI score is rated right above Bed Bath & Beyond, and is preceded by Stage Stores.
| COMPANY | Pricing Score | |
|---|---|---|
| Target | 3.9/5 |
| RadioShack | 3.8/5 |
| Walmart | 3.5/5 |
| Kohl's | 3.4/5 |
| Walgreens | 3.1/5 |
| Dillard's | 3/5 |
| Stage Stores | 3/5 |
| J. C. Penney | 2.6/5 |
| Bed Bath & Beyond | 2.2/5 |
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J. C. Penney Customer Satisfaction (CSAT)
J. C. Penney Customer Satisfaction (CSAT) Score
37 / 100
J. C. Penney has an overall Customer Satisfaction score of 37 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
20%
Satisfied
17%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
10%
Very Dissatisfied
44%
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 J. C. Penney Customer Satisfaction
J. C. Penney's Customer Satisfaction score was rated highest by customers from the Security and Investigations industry, and rated lowest by customers from the Legal industry.
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Ranked J. C. Penney Customer Satisfaction the Highest
Ranked J. C. Penney Customer Satisfaction the Lowest
J. C. Penney Customer Satisfaction Score by Gender
Male customers rated J. C. Penney's Customer Satisfaction score 13 points higher than Female customers.
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32 / 100
MaleVery Satisfied | 24% | |
|---|---|---|
Satisfied | 8% | |
Neither Satisfied nor Dissatisfied | 16% | |
Dissatisfied | 4% | |
Very Dissatisfied | 48% |
19 / 100
FemaleVery Satisfied | 11% | |
|---|---|---|
Satisfied | 8% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 12% | |
Very Dissatisfied | 64% |
J. C. Penney Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
J. C. Penney's Customer Satisfaction (CSAT) score was rated 20% according to Caucasian users and customers.
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20 / 100
Very Satisfied
9%
Satisfied
11%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
11%
Very Dissatisfied
63%
CSAT according to Hispanic or Latino
J. C. Penney's Customer Satisfaction (CSAT) score was rated 25% according to Hispanic or Latino users and customers.
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25 / 100
Very Satisfied
25%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
75%
CSAT according to African American/Black
J. C. Penney's Customer Satisfaction (CSAT) score was rated 38% according to African American/Black users and customers.
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38 / 100
Very Satisfied
25%
Satisfied
13%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
18%
Very Dissatisfied
31%
CSAT according to Other
J. C. Penney's Customer Satisfaction (CSAT) score was rated 14% according to Other users and customers.
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14 / 100
Very Satisfied
14%
Satisfied
0%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
5%
Very Dissatisfied
76%
J. C. Penney Customer Satisfaction Score by Age
J. C. Penney's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of J. C. Penney.
0
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100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 67% | |||||||||||||||
| 26-30 | 67% | |||||||||||||||
| 31-35 | 25% | |||||||||||||||
| 41-45 | 37% | |||||||||||||||
| 46-50 | 13% | |||||||||||||||
| 51-55 | 14% | |||||||||||||||
| 56-60 | 7% | |||||||||||||||
| 61-65 | 16% | |||||||||||||||
| 66+ | 19% |
J. C. Penney Customer Satisfaction Score by Usage
J. C. Penney's Customer Satisfaction score was rated the highest by customers who have used J. C. Penney's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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J. C. Penney Customer Satisfaction Score by Industry
J. C. Penney's Customer Satisfaction score was rated the highest by Security and Investigations industry customers, and the lowest by Legal industry customers.
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{
"title": "J. C. Penney Customer Satisfaction Score by Industry",
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}J. C. Penney Customer Satisfaction vs. Competitors
Compared to its competitors, J. C. Penney's Customer Satisfaction score is rated right above Stage Stores, and is preceded by Bed Bath & Beyond.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| RadioShack | 82% |
| Target | 79% |
| Walmart | 66% |
| Kohl's | 64% |
| Walgreens | 55% |
| Dillard's | 51% |
| Bed Bath & Beyond | 39% |
| J. C. Penney | 37% |
| Stage Stores | 0% |
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J. C. Penney Customer Service
2.3/5
J. C. Penney has an overall Customer Service score of 2.3 out of 5 stars rated by its users and customers.
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About J. C. Penney's Customer Service
Address
Plano, TX
Website
http://www.jcpenney.com
Phone Number
972-431-1000
Quick Insights into J. C. Penney Customer Service
J. C. Penney's Customer Service score was rated highest by customers ages 18-25, and rated lowest by Other customers.
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Ranked J. C. Penney Customer Service the Highest
Ranked J. C. Penney Customer Service the Lowest
J. C. Penney Customer Service Score by Gender
Male customers rated J. C. Penney's Customer Service score 0.7 stars higher than Female customers.
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Male
2.3/5
Female
1.6/5
J. C. Penney Customer Service Score by Ethnicity
J. C. Penney's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of J. C. Penney.
0
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40
60
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.6 | Caucasian | 1.6 |
Hispanic or Latino 2.2 | Hispanic or Latino | 2.2 |
African American/Black 2.9 | African American/Black | 2.9 |
Other 1.5 | Other | 1.5 |
J. C. Penney Customer Service Score by Age
J. C. Penney's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of J. C. Penney.
0
20
40
60
80
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 3.5 | 26-30 | 3.5 |
31-35 3.3 | 31-35 | 3.3 |
41-45 2.5 | 41-45 | 2.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 2.5 | 51-55 | 2.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
J. C. Penney Customer Service Score by Usage
J. C. Penney's Customer Service score was rated the highest by customers who have used J. C. Penney's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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J. C. Penney Customer Service Score by Industry
J. C. Penney's Customer Service score was rated the highest by Arts and Entertainment industry customers, and the lowest by Legal industry customers.
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J. C. Penney Customer Service vs. Competitors
Compared to its competitors, J. C. Penney's Customer Service score is rated right above Bed Bath & Beyond, and is preceded by Walgreens.
| COMPANY | Customer Service Score | |
|---|---|---|
| Target | 4/5 |
| RadioShack | 3.9/5 |
| Kohl's | 3.4/5 |
| Walmart | 3.3/5 |
| Stage Stores | 3.2/5 |
| Dillard's | 3/5 |
| Walgreens | 3/5 |
| J. C. Penney | 2.3/5 |
| Bed Bath & Beyond | 2/5 |
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J. C. Penney as an Employer
2.8/5
J. C. Penney has a 2.8/5 stars for its overall company culture rated by their employees
bottom
25%
Consumer vs. Employees
J. C. Penney scored a -39 for Net Promoter Score and a -24 for Employee Net Promoter Score. NPS gauges how likely a customer of J. C. Penney would recommend the brand to a friend. ENPS measures how likely J. C. Penney employees would recommend working at J. C. Penney to a friend.
Net Promoter Score
-39
NPS Score
| 26% | Promoters |
|---|---|
| 9% | Passive |
| 65% | Detractors |
Employee Net Promoter Score
-24
eNPS Score
| 30% | Promoters |
|---|---|
| 16% | Passive |
| 54% | Detractors |
