23
NPS
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J. Crew
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About J. Crew's Brand
J. Crew is a clothing retailer with outlet stores, and an online and catalog business. Among its major competitors, J. Crew is ranked in 3rd place for NPS while American Eagle Outfitters is 1st, and Lacoste is 2nd.
Brand at a Glance
76%
Customer Loyalty
3.9/5
Product Quality
3.8/5
Pricing
3.9/5
Customer Service
J. Crew Ranking
- #2 / 4 of its competitors
J. Crew NPS
J. Crew's Net Promoter Score (NPS) is a 23 with 52% Promoters, 19% Passives, and 29% Detractors. Net Promoter Score tracks whether J. Crew's customers would recommend using the product based on a scale of -100 to 100.
J. Crew Overall NPS
| 52% | Promoters |
|---|---|
| 19% | Passives |
| 29% | Detractors |
J. Crew NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2024 22 | Aug 2024 | 22 |
Sep 2024 22 | Sep 2024 | 22 |
Oct 2024 24 | Oct 2024 | 24 |
Nov 2024 22 | Nov 2024 | 22 |
Jan 2025 23 | Jan 2025 | 23 |
Feb 2025 23 | Feb 2025 | 23 |
Apr 2025 22 | Apr 2025 | 22 |
May 2025 23 | May 2025 | 23 |
Jun 2025 23 | Jun 2025 | 23 |
Sep 2025 24 | Sep 2025 | 24 |
Oct 2025 22 | Oct 2025 | 22 |
Dec 2025 24 | Dec 2025 | 24 |
How Other Brands Compare
J. Crew is ranked second for NPS among its competitors. American Eagle Outfitters and Gap Inc. come in first and third, with Macy's coming in at #4.
J. Crew |  American Eagle Outfitters |  Gap Inc. |  Macy's | |
| Global Ranking | #- | #25 | #134 | #254 |
| NPS | 23 | 44 | 7 | -11 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | - | $4.15B | $3.54B | $4.88B |
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. Crew NPS by Gender
Female customers rated J. Crew's NPS 40 points higher than Male customers.
Male
-10
J. Crew's NPS was rated -10 by Male customers on Comparably.
32%
Promoters
26%
Passives
42%
Detractors
Female
30
J. Crew's NPS was rated 30 by Female customers on Comparably.
61%
Promoters
8%
Passives
31%
Detractors
J. Crew NPS by Ethnicity
J. Crew's NPS was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 32 | Caucasian | 32 |
Asian or Pacific Islander -20 | Asian or Pacific Islander | -20 |
Other 0 | Other | 0 |
J. Crew NPS by Age
J. Crew's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
J. Crew NPS by Usage
J. Crew's NPS was rated the highest by customers who have used J. Crew'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 -38 | Less than 1 Year | -38 |
1 to 2 Years 40 | 1 to 2 Years | 40 |
2 to 5 Years 25 | 2 to 5 Years | 25 |
5 to 10 Years 46 | 5 to 10 Years | 46 |
Over 10 Years 17 | Over 10 Years | 17 |
J. Crew NPS vs. Competitors
Compared to its competitors, J. Crew's NPS is rated right above Abercrombie & Fitch Company, and is preceded by Lacoste.
| COMPANY | NPS Score | |
|---|---|---|
| American Eagle Outfitters | 44 |
 | Lacoste | 33 |
| J. Crew | 23 |
 | Abercrombie & Fitch Company | 17 |
| Gap Inc. | 7 |
 | Aeropostale | -3 |
| Macy's | -11 |
 | Club Monaco | -13 |
 | Joe's Jeans | -20 |
J. Crew Customer Reviews
Out of the 21 J. Crew customer reviews 14 were positive and 7 were constructive. J. Crew 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
J. Crew 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 J. Crew users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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J. Crew Customer Loyalty Score by Gender
Female customers rated J. Crew's Customer Loyalty score 14% higher than Male customers.
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Male
72%
Yes
Female
86%
Yes
J. Crew Customer Loyalty Score by Ethnicity
J. Crew's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of J. Crew.
90
out of 100
Caucasian
46
out of 100
Asian or Pacific Islander
87
out of 100
Other
J. Crew Customer Loyalty Score by Age
J. Crew's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 63% | 18-25 | 63% |
26-30 100% | 26-30 | 100% |
31-35 40% | 31-35 | 40% |
36-40 85% | 36-40 | 85% |
41-45 100% | 41-45 | 100% |
46-50 100% | 46-50 | 100% |
51-55 89% | 51-55 | 89% |
56-60 82% | 56-60 | 82% |
61-65 87% | 61-65 | 87% |
66+ 70% | 66+ | 70% |
J. Crew Customer Loyalty Score by Usage
J. Crew's Customer Loyalty score was rated the highest by customers who have used J. Crew's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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J. Crew Customer Loyalty Score by Industry
J. Crew's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Aerospace and Aviation industry customers.
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J. Crew Customer Loyalty vs. Competitors
Compared to its competitors, J. Crew's Customer Loyalty score is rated right above Aeropostale, and is preceded by Macy's.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| American Eagle Outfitters | 87% |
| Lacoste | 78% |
| Macy's | 77% |
| J. Crew | 76% |
| Aeropostale | 71% |
| Gap Inc. | 66% |
| Abercrombie & Fitch Company | 64% |
| Club Monaco | 58% |
| Joe's Jeans | 10% |
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J. Crew Product Quality
3.9/5
J. Crew has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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J. Crew Product Information
J. Crew’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Fashion and Beauty industry rated J. Crew's product the highest. Reviewers from the Aerospace and Aviation industry rated J. Crew the lowest at 3.
- Website
- http://www.jcrew.com
- Company Size
- 5,001-10,000 Employees
Industry
Ecommerce and Marketplaces
Marketplaces
Quick Insights into J. Crew Product Quality
J. Crew's Product Quality score was rated highest by customers who have used J. Crew's products/services for 2 to 5 Years, and rated lowest by customers ages 31-35.
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Ranked J. Crew Product Quality the Highest
Ranked J. Crew Product Quality the Lowest
J. Crew Product Quality Score by Gender
Male customers rated J. Crew's Product Quality score 0.3 stars higher than Female customers.
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Male
4.1/5
Female
3.8/5
J. Crew Product Quality Score by Ethnicity
J. Crew's Product Quality score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
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0
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5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Asian or Pacific Islander 3.4 | Asian or Pacific Islander | 3.4 |
Other 4 | Other | 4 |
J. Crew Product Quality Score by Age
J. Crew's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
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4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 3.7 | 26-30 | 3.7 |
31-35 2.5 | 31-35 | 2.5 |
36-40 4.5 | 36-40 | 4.5 |
41-45 3.1 | 41-45 | 3.1 |
46-50 3.7 | 46-50 | 3.7 |
51-55 4.1 | 51-55 | 4.1 |
56-60 4.1 | 56-60 | 4.1 |
61-65 4.3 | 61-65 | 4.3 |
66+ 2.6 | 66+ | 2.6 |
J. Crew Product Quality Score by Usage
J. Crew's Product Quality score was rated the highest by customers who have used J. Crew's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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J. Crew Product Quality Score by Industry
J. Crew's Product Quality score was rated the highest by Arts and Entertainment industry customers, and the lowest by Aerospace and Aviation industry customers.
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J. Crew Product Quality vs. Competitors
Compared to its competitors, J. Crew's Product Quality score is rated right above Abercrombie & Fitch Company, and is preceded by American Eagle Outfitters.
| COMPANY | Product Quality Score | |
|---|---|---|
| Lacoste | 4.2/5 |
| American Eagle Outfitters | 4.2/5 |
| J. Crew | 3.9/5 |
| Abercrombie & Fitch Company | 3.7/5 |
| Gap Inc. | 3.7/5 |
| Macy's | 3.1/5 |
| Aeropostale | 3.1/5 |
| Club Monaco | 3.1/5 |
| Joe's Jeans | 2.7/5 |
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J. Crew Pricing
J. Crew ROI & Value For Money
3.8/5
J. Crew 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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J. Crew 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 Healthcare, Hospitals and Medicine industry. The users from the Aerospace and Aviation industry think that they had the lowest ROI from J. Crew.
Quick Insights into J. Crew ROI
J. Crew's ROI score was rated highest by customers from the Healthcare, Hospitals and Medicine industry, and rated lowest by customers ages 31-35.
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Ranked J. Crew ROI the Highest
Ranked J. Crew ROI the Lowest
J. Crew ROI Score by Gender
J. Crew's ROI score was rated 3.7 by both Female and Male customers on Comparably.
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Male
3.7/5
Female
3.7/5
J. Crew ROI Score by Ethnicity
J. Crew's ROI score was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of J. Crew.
0
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2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Asian or Pacific Islander 3.4 | Asian or Pacific Islander | 3.4 |
Other 3.8 | Other | 3.8 |
J. Crew ROI Score by Age
J. Crew's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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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 2.3 | 31-35 | 2.3 |
36-40 4.1 | 36-40 | 4.1 |
41-45 2.5 | 41-45 | 2.5 |
46-50 3.7 | 46-50 | 3.7 |
51-55 4 | 51-55 | 4 |
56-60 3.7 | 56-60 | 3.7 |
61-65 3.7 | 61-65 | 3.7 |
66+ 3.6 | 66+ | 3.6 |
J. Crew ROI Score by Usage
J. Crew's ROI score was rated the highest by customers who have used J. Crew's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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J. Crew ROI Score by Industry
J. Crew's ROI score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Aerospace and Aviation industry customers.
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J. Crew Pricing vs. Competitors
Compared to its competitors, J. Crew's ROI score is rated right above Gap Inc., and is preceded by American Eagle Outfitters.
| COMPANY | Pricing Score | |
|---|---|---|
| Joe's Jeans | 5/5 |
| Lacoste | 4/5 |
| American Eagle Outfitters | 3.8/5 |
| J. Crew | 3.8/5 |
| Gap Inc. | 3.5/5 |
| Abercrombie & Fitch Company | 3.4/5 |
| Aeropostale | 3.1/5 |
| Macy's | 3.1/5 |
| Club Monaco | 3.1/5 |
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J. Crew Customer Satisfaction (CSAT)
J. Crew Customer Satisfaction (CSAT) Score
75 / 100
J. Crew has an overall Customer Satisfaction score of 75 rated by its users and customers.
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Very Satisfied
46%
Satisfied
29%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
4%
Very Dissatisfied
10%
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. Crew Customer Satisfaction
J. Crew's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Aerospace and Aviation industry.
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Ranked J. Crew Customer Satisfaction the Highest
Ranked J. Crew Customer Satisfaction the Lowest
J. Crew Customer Satisfaction Score by Gender
Female customers rated J. Crew's Customer Satisfaction score 10 points higher than Male customers.
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65 / 100
MaleVery Satisfied | 41% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 24% | |
Dissatisfied | 0% | |
Very Dissatisfied | 11% |
75 / 100
FemaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 8% | |
Dissatisfied | 6% | |
Very Dissatisfied | 11% |
J. Crew Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
J. Crew's Customer Satisfaction (CSAT) score was rated 75% according to Caucasian users and customers.
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75 / 100
Very Satisfied
56%
Satisfied
19%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
3%
Very Dissatisfied
14%
CSAT according to Asian or Pacific Islander
J. Crew's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
J. Crew's Customer Satisfaction (CSAT) score was rated 58% according to Other users and customers.
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58 / 100
Very Satisfied
29%
Satisfied
29%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
14%
Very Dissatisfied
14%
J. Crew Customer Satisfaction Score by Age
J. Crew's Customer Satisfaction score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
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0
20
40
60
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100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 73% | |||||||||||||||
| 26-30 | 75% | |||||||||||||||
| 36-40 | 80% | |||||||||||||||
| 41-45 | 67% | |||||||||||||||
| 46-50 | 83% | |||||||||||||||
| 51-55 | 72% | |||||||||||||||
| 56-60 | 80% | |||||||||||||||
| 61-65 | 72% | |||||||||||||||
| 66+ | 34% |
J. Crew Customer Satisfaction Score by Usage
J. Crew's Customer Satisfaction score was rated the highest by customers who have used J. Crew's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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J. Crew Customer Satisfaction Score by Industry
J. Crew's Customer Satisfaction score was rated the highest by Fashion and Beauty industry customers, and the lowest by Aerospace and Aviation industry customers.
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{
"title": "J. Crew Customer Satisfaction Score by Industry",
"text": "J. Crew's Customer Satisfaction score was rated the highest by Fashion and Beauty industry customers, and the lowest by Aerospace and Aviation industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 60,
"stars": 0,
"csatScore": 60,
"text": "J. Crew's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 60
},
{
"label": "Accounting",
"groupId": 495,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "J. Crew's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 33
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "J. Crew's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
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"groupId": 497,
"score": 84,
"stars": 0,
"csatScore": 84,
"text": "J. Crew's Customer Satisfaction score is rated by Fashion and Beauty customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 84
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 80,
"stars": 0,
"csatScore": 80,
"text": "J. Crew's Customer Satisfaction score is rated by Arts and Entertainment customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 80
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 67,
"stars": 0,
"csatScore": 67,
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"scoreClassName": "",
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},
{
"label": "Legal",
"groupId": 529,
"score": 72,
"stars": 0,
"csatScore": 72,
"text": "J. Crew's Customer Satisfaction score is rated by Legal customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 72
}
]
}J. Crew Customer Satisfaction vs. Competitors
Compared to its competitors, J. Crew's Customer Satisfaction score is rated right above Gap Inc., and is preceded by American Eagle Outfitters.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Lacoste | 86% |
| American Eagle Outfitters | 82% |
| J. Crew | 75% |
| Gap Inc. | 72% |
| Abercrombie & Fitch Company | 64% |
| Aeropostale | 58% |
| Macy's | 52% |
| Joe's Jeans | 50% |
| Club Monaco | 49% |
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J. Crew Customer Service
3.9/5
J. Crew has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About J. Crew's Customer Service
Address
770 Broadway, New York City, NY
Website
http://www.jcrew.com
Quick Insights into J. Crew Customer Service
J. Crew's Customer Service score was rated highest by customers who have used J. Crew's products/services for 2 to 5 Years, and rated lowest by customers from the Aerospace and Aviation industry.
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Ranked J. Crew Customer Service the Highest
Ranked J. Crew Customer Service the Lowest
J. Crew Customer Service Score by Gender
Female customers rated J. Crew's Customer Service score 0.3 stars higher than Male customers.
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Male
3.6/5
Female
3.9/5
J. Crew Customer Service Score by Ethnicity
J. Crew's Customer Service score was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
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0
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100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Other 3.8 | Other | 3.8 |
J. Crew Customer Service Score by Age
J. Crew's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.8 | 26-30 | 3.8 |
31-35 2.1 | 31-35 | 2.1 |
36-40 4.5 | 36-40 | 4.5 |
41-45 2.6 | 41-45 | 2.6 |
46-50 3.8 | 46-50 | 3.8 |
51-55 3.8 | 51-55 | 3.8 |
56-60 4.1 | 56-60 | 4.1 |
61-65 4.2 | 61-65 | 4.2 |
66+ 2.6 | 66+ | 2.6 |
J. Crew Customer Service Score by Usage
J. Crew's Customer Service score was rated the highest by customers who have used J. Crew's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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J. Crew Customer Service Score by Industry
J. Crew's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Aerospace and Aviation industry customers.
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J. Crew Customer Service vs. Competitors
Compared to its competitors, J. Crew's Customer Service score is rated right above Abercrombie & Fitch Company, and is preceded by American Eagle Outfitters.
| COMPANY | Customer Service Score | |
|---|---|---|
| Joe's Jeans | 5/5 |
| Lacoste | 4.1/5 |
| American Eagle Outfitters | 4/5 |
| J. Crew | 3.9/5 |
| Abercrombie & Fitch Company | 3.6/5 |
| Gap Inc. | 3.6/5 |
| Club Monaco | 3/5 |
| Aeropostale | 2.9/5 |
| Macy's | 2.9/5 |
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J. Crew as an Employer
2.8/5
J. Crew has a 2.8/5 stars for its overall company culture rated by their employees
bottom
40%
Consumer vs. Employees
J. Crew scored a 23 for Net Promoter Score and a -20 for Employee Net Promoter Score. NPS gauges how likely a customer of J. Crew would recommend the brand to a friend. ENPS measures how likely J. Crew employees would recommend working at J. Crew to a friend.
Net Promoter Score
23
NPS Score
| 52% | Promoters |
|---|---|
| 19% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
-20
eNPS Score
| 30% | Promoters |
|---|---|
| 20% | Passive |
| 50% | Detractors |
