-20
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 RadioShack is 1st, and Target 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
74%
Customer Loyalty
3.2/5
Product Quality
2.9/5
Pricing
2.8/5
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 -20 with 29% Promoters, 22% Passives, and 49% 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
| 29% | Promoters |
|---|---|
| 22% | Passives |
| 49% | Detractors |
J. C. Penney NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 -18 | Jul 2021 | -18 |
Aug 2021 -23 | Aug 2021 | -23 |
Sep 2021 -15 | Sep 2021 | -15 |
Oct 2021 -6 | Oct 2021 | -6 |
Nov 2021 -25 | Nov 2021 | -25 |
Dec 2021 -18 | Dec 2021 | -18 |
Jan 2022 -8 | Jan 2022 | -8 |
Feb 2022 -8 | Feb 2022 | -8 |
Mar 2022 -13 | Mar 2022 | -13 |
Apr 2022 -15 | Apr 2022 | -15 |
May 2022 -21 | May 2022 | -21 |
Jun 2022 -20 | Jun 2022 | -20 |
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.
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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
Female customers rated J. C. Penney's NPS 90 points higher than Male customers.
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Male
-100
J. C. Penney's NPS was rated -100 by Male customers on Comparably.
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0%
Promoters
0%
Passives
100%
Detractors
Female
-10
J. C. Penney's NPS was rated -10 by Female customers on Comparably.
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40%
Promoters
10%
Passives
50%
Detractors
J. C. Penney NPS by Ethnicity
J. C. Penney's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.
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-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -60 | Caucasian | -60 |
Other -100 | Other | -100 |
J. C. Penney NPS by Age
J. C. Penney's NPS was rated -60 points by customers ages 66+ on Comparably.
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J. C. Penney NPS by Usage
J. C. Penney's NPS was rated -58 points by customers who have used J. C. Penney's products/services for Over 10 Years.
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-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years -58 | Over 10 Years | -58 |
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 | |
|---|---|---|
 | RadioShack | 62 |
 | Target | 48 |
 | Stage Stores | 34 |
 | Walmart | 14 |
 | Kohl's | 5 |
 | Walgreens | 4 |
 | Dillard's | 2 |
| J. C. Penney | -20 |
 | Bed Bath & Beyond | -60 |
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J. C. Penney Customer Reviews
Out of the 3 J. C. Penney customer reviews 0 were positive and 3 were constructive. J. C. Penney customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
J. C. Penney Customer Loyalty
74%
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.
74% of J. C. Penney users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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J. C. Penney Customer Loyalty Score by Gender
Female customers rated J. C. Penney's Customer Loyalty score 27% higher than Male customers.
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Male
46%
Yes
Female
73%
Yes
J. C. Penney Customer Loyalty Score by Ethnicity
J. C. Penney's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of J. C. Penney.
64
out of 100
Caucasian
55
out of 100
Other
J. C. Penney Customer Loyalty Score by Age
J. C. Penney's Customer Loyalty score was rated 82% by customers ages 66+ on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
66+ 82% | 66+ | 82% |
J. C. Penney Customer Loyalty Score by Usage
J. C. Penney's Customer Loyalty score was rated 68% by customers who have used J. C. Penney's products/services for Over 10 Years.
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J. C. Penney Customer Loyalty Score by Industry
J. C. Penney's Customer Loyalty score was rated the highest by Business and Consumer Services industry customers, and the lowest by Accounting 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 RadioShack, and is preceded by Walmart.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Target | 85% |
| Dillard's | 77% |
| Walmart | 74% |
| J. C. Penney | 74% |
| RadioShack | 73% |
| Walgreens | 73% |
| Bed Bath & Beyond | 69% |
| Kohl's | 67% |
| Stage Stores | 60% |
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J. C. Penney Product Quality
3.2/5
J. C. Penney has an overall Product Quality score of 3.2 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 3.2 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated J. C. Penney's product the highest. Reviewers from the Business and Consumer Services industry rated J. C. Penney the lowest at 1.6.
- 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 Female customers, and rated lowest by customers from the Business and Consumer Services industry.
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Ranked J. C. Penney Product Quality the Highest
Ranked J. C. Penney Product Quality the Lowest
J. C. Penney Product Quality Score by Gender
Female customers rated J. C. Penney's Product Quality score 1 stars higher than Male customers.
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Male
2.3/5
Female
3.3/5
J. C. Penney Product Quality Score by Ethnicity
J. C. Penney's Product Quality 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 2.8 | Caucasian | 2.8 |
Other 2.2 | Other | 2.2 |
J. C. Penney Product Quality Score by Age
J. C. Penney's Product Quality score was rated 1.8 stars by customers ages 66+ on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 1.8 | 66+ | 1.8 |
J. C. Penney Product Quality Score by Usage
J. C. Penney's Product Quality score was rated 2.8 stars by customers who have used J. C. Penney's products/services for Over 10 Years.
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J. C. Penney Product Quality Score by Industry
J. C. Penney's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Business and Consumer Services 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 Stage Stores, and is preceded by Dillard's.
| COMPANY | Product Quality Score | |
|---|---|---|
| Target | 4.3/5 |
| RadioShack | 3.9/5 |
| Walmart | 3.6/5 |
| Kohl's | 3.5/5 |
| Walgreens | 3.3/5 |
| Dillard's | 3.3/5 |
| J. C. Penney | 3.2/5 |
| Stage Stores | 2.6/5 |
| Bed Bath & Beyond | 1.9/5 |
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J. C. Penney Pricing
J. C. Penney ROI & Value For Money
2.9/5
J. C. Penney has a value for money and ROI score of 2.9 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 Accounting industry. The users from the Business and Consumer 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 Female customers, and rated lowest by customers from the Business and Consumer Services 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
Female customers rated J. C. Penney's ROI score 1.4 stars higher than Male customers.
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Male
1.8/5
Female
3.2/5
J. C. Penney ROI Score by Ethnicity
J. C. Penney's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
Other 2.4 | Other | 2.4 |
J. C. Penney ROI Score by Age
J. C. Penney's ROI score was rated 2.4 stars by customers ages 66+ on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 2.4 | 66+ | 2.4 |
J. C. Penney ROI Score by Usage
J. C. Penney's ROI score was rated 2.5 stars by customers who have used J. C. Penney's products/services for Over 10 Years.
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J. C. Penney ROI Score by Industry
J. C. Penney's ROI score was rated the highest by Accounting industry customers, and the lowest by Business and Consumer Services 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 | 4/5 |
| RadioShack | 3.7/5 |
| Walmart | 3.6/5 |
| Kohl's | 3.5/5 |
| Walgreens | 3.2/5 |
| Dillard's | 3.1/5 |
| Stage Stores | 3/5 |
| J. C. Penney | 2.9/5 |
| Bed Bath & Beyond | 2.1/5 |
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J. C. Penney Customer Satisfaction (CSAT)
J. C. Penney Customer Satisfaction (CSAT) Score
57 / 100
J. C. Penney has an overall Customer Satisfaction score of 57 rated by its users and customers.
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Very Satisfied
27%
Satisfied
30%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
4%
Very Dissatisfied
26%
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 Female customers, and rated lowest by Other customers.
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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
Female customers rated J. C. Penney's Customer Satisfaction score 0 points higher than Male customers.
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0
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 50% | |
Dissatisfied | 0% | |
Very Dissatisfied | 50% |
62 / 100
FemaleVery Satisfied | 38% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 38% |
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
0%
Satisfied
20%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
60%
CSAT according to Other
J. C. Penney's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
67%
J. C. Penney Customer Satisfaction Score by Age
J. C. Penney's Customer Satisfaction score was rated 25 points by customers ages 66+ on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 66+ | 25% |
J. C. Penney Customer Satisfaction Score by Usage
J. C. Penney's Customer Satisfaction score was rated 30 points by customers who have used J. C. Penney's products/services for Over 10 Years.
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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 Bed Bath & Beyond, and is preceded by Dillard's.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| RadioShack | 100% |
| Target | 87% |
| Kohl's | 75% |
| Walmart | 69% |
| Walgreens | 60% |
| Dillard's | 58% |
| J. C. Penney | 57% |
| Bed Bath & Beyond | 42% |
| Stage Stores | 0% |
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J. C. Penney Customer Service
2.8/5
J. C. Penney has an overall Customer Service score of 2.8 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 Female customers, and rated lowest by Male 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
Female customers rated J. C. Penney's Customer Service score 1.5 stars higher than Male customers.
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Male
1.5/5
Female
3/5
J. C. Penney Customer Service Score by Ethnicity
J. C. Penney'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 1.9 | Caucasian | 1.9 |
Other 1.6 | Other | 1.6 |
J. C. Penney Customer Service Score by Age
J. C. Penney's Customer Service score was rated 1.5 stars by customers ages 66+ on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
66+ 1.5 | 66+ | 1.5 |
J. C. Penney Customer Service Score by Usage
J. C. Penney's Customer Service score was rated 2 stars by customers who have used J. C. Penney's products/services for Over 10 Years.
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J. C. Penney Customer Service Score by Industry
J. C. Penney's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Business and Consumer Services 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 Dillard's.
| COMPANY | Customer Service Score | |
|---|---|---|
| Target | 4.2/5 |
| RadioShack | 4/5 |
| Walmart | 3.5/5 |
| Kohl's | 3.5/5 |
| Stage Stores | 3.2/5 |
| Walgreens | 3.2/5 |
| Dillard's | 3.2/5 |
| J. C. Penney | 2.8/5 |
| Bed Bath & Beyond | 1.8/5 |
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J. C. Penney as an Employer
3.1/5
J. C. Penney has a 3.1/5 stars for its overall company culture rated by their employees
bottom
35%
Consumer vs. Employees
J. C. Penney scored a -20 for Net Promoter Score and a -7 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
-20
NPS Score
| 29% | Promoters |
|---|---|
| 22% | Passive |
| 49% | Detractors |
Employee Net Promoter Score
-7
eNPS Score
| 36% | Promoters |
|---|---|
| 21% | Passive |
| 43% | Detractors |
