-13
NPS
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Jo Malone London
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About Jo Malone London's Brand
Manufacturer of cosmetics, skin-care and fragrance products. The company's products include colognes, body washes, hand lotions, shampoos and conditioners, bath oils, and soaps, as well as room sprays and candles, enabling clients access to a variety of personal and household products
Brand at a Glance
79%
Customer Loyalty
3/5
Product Quality
2.7/5
Pricing
2.4/5
Customer Service
Jo Malone London NPS
Jo Malone London's Net Promoter Score (NPS) is a -13 with 39% Promoters, 9% Passives, and 52% Detractors. Net Promoter Score tracks whether Jo Malone London's customers would recommend using the product based on a scale of -100 to 100.
Jo Malone London Overall NPS
| 39% | Promoters |
|---|---|
| 9% | Passives |
| 52% | Detractors |
Jo Malone London NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 -17 | Nov 2023 | -17 |
Jan 2024 -23 | Jan 2024 | -23 |
Apr 2024 -22 | Apr 2024 | -22 |
Jul 2024 -13 | Jul 2024 | -13 |
Sep 2024 -19 | Sep 2024 | -19 |
Dec 2024 -24 | Dec 2024 | -24 |
Jan 2025 -18 | Jan 2025 | -18 |
Mar 2025 -10 | Mar 2025 | -10 |
May 2025 -10 | May 2025 | -10 |
Jul 2025 -6 | Jul 2025 | -6 |
Aug 2025 -10 | Aug 2025 | -10 |
Jan 2026 -13 | Jan 2026 | -13 |
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.
Jo Malone London NPS by Gender
Jo Malone London's NPS was rated -60 by Female customers on Comparably.
Female
-60
Jo Malone London's NPS was rated -60 by Female customers on Comparably.
20%
Promoters
0%
Passives
80%
Detractors
Male
N/A
Jo Malone London's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Jo Malone London NPS by Ethnicity
Jo Malone London's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -100 | Caucasian | -100 |
Asian or Pacific Islander 34 | Asian or Pacific Islander | 34 |
Jo Malone London NPS by Usage
Jo Malone London's NPS was rated the highest by customers who have used Jo Malone London's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -34 | Less than 1 Year | -34 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
Jo Malone London Customer Reviews
Out of the 2 Jo Malone London customer reviews 0 were positive and 2 were constructive. Jo Malone London customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
Jo Malone London Customer Loyalty
79%
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.
79% of Jo Malone London users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Jo Malone London Customer Loyalty Score by Gender
Jo Malone London's Customer Loyalty score was rated 73 by Female customers on Comparably.
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Female
73%
Yes
Male
N/A
Yes
Jo Malone London Customer Loyalty Score by Ethnicity
Jo Malone London's Customer Loyalty score was rated the highest by Asian or Pacific Islander 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 Jo Malone London.
61
out of 100
Caucasian
70
out of 100
Asian or Pacific Islander
Jo Malone London Customer Loyalty Score by Usage
Jo Malone London's Customer Loyalty score was rated the highest by customers who have used Jo Malone London's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Jo Malone London Customer Loyalty Score by Industry
Jo Malone London's Customer Loyalty score was rated 100% by Healthcare, Hospitals and Medicine industry customers.
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Jo Malone London Product Quality
3/5
Jo Malone London has an overall Product Quality score of 3 out of 5 stars rated by its users and customers.
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Jo Malone London Product Information
Jo Malone London’s product quality score is a 3 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated Jo Malone London's product the highest.
- Website
- www.jomalone.com
- Company Size
- 501-1,000 Employees
Quick Insights into Jo Malone London Product Quality
Jo Malone London's Product Quality score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers who have used Jo Malone London's products/services for 2 to 5 Years.
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Ranked Jo Malone London Product Quality the Highest
Ranked Jo Malone London Product Quality the Lowest
Jo Malone London Product Quality Score by Gender
Jo Malone London's Product Quality score was rated 2.8 by Female customers on Comparably.
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Female
2.8/5
Male
N/A
Jo Malone London Product Quality Score by Ethnicity
Jo Malone London's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Jo Malone London.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Jo Malone London Product Quality Score by Usage
Jo Malone London's Product Quality score was rated the highest by customers who have used Jo Malone London's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Jo Malone London Product Quality Score by Industry
Jo Malone London's Product Quality score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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Jo Malone London Pricing
Jo Malone London ROI & Value For Money
2.7/5
Jo Malone London has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
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Jo Malone London 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.
Quick Insights into Jo Malone London ROI
Jo Malone London's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.
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Ranked Jo Malone London ROI the Highest
Ranked Jo Malone London ROI the Lowest
Jo Malone London ROI Score by Gender
Jo Malone London's ROI score was rated 2.2 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Jo Malone London.
Female
2.2/5
Male
N/A
Jo Malone London ROI Score by Ethnicity
Jo Malone London's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Jo Malone London.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.7 | Caucasian | 1.7 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Jo Malone London ROI Score by Usage
Jo Malone London's ROI score was rated the highest by customers who have used Jo Malone London's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Jo Malone London ROI Score by Industry
Jo Malone London's ROI score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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Jo Malone London Customer Satisfaction (CSAT)
Jo Malone London Customer Satisfaction (CSAT) Score
45 / 100
Jo Malone London has an overall Customer Satisfaction score of 45 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
25%
Satisfied
20%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
5%
Very Dissatisfied
45%
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 Jo Malone London Customer Satisfaction
Jo Malone London's Customer Satisfaction score was rated highest by customers who have used Jo Malone London's products/services for Less than 1 Year, and rated lowest by customers who have used Jo Malone London's products/services for 2 to 5 Years.
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Ranked Jo Malone London Customer Satisfaction the Highest
Ranked Jo Malone London Customer Satisfaction the Lowest
Jo Malone London Customer Satisfaction Score by Gender
Jo Malone London's Customer Satisfaction score was rated 30 by Female customers on Comparably.
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30 / 100
FemaleVery Satisfied | 10% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 0% | |
Very Dissatisfied | 60% |
Jo Malone London Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Jo Malone London's Customer Satisfaction (CSAT) score was rated 14% according to Caucasian users and customers.
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14 / 100
Very Satisfied
0%
Satisfied
14%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
86%
CSAT according to Asian or Pacific Islander
Jo Malone London's Customer Satisfaction (CSAT) score was rated 66% according to Asian or Pacific Islander users and customers.
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66 / 100
Very Satisfied
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
34%
Dissatisfied
0%
Very Dissatisfied
0%
Jo Malone London Customer Satisfaction Score by Usage
Jo Malone London's Customer Satisfaction score was rated the highest by customers who have used Jo Malone London's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Jo Malone London Customer Satisfaction Score by Industry
Jo Malone London's Customer Satisfaction score was rated 0 points by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"title": "Jo Malone London Customer Satisfaction Score by Industry",
"text": "Jo Malone London's Customer Satisfaction score was rated 0 points by Healthcare, Hospitals and Medicine industry customers.",
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{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Jo Malone London's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "max",
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}Jo Malone London Customer Service
2.4/5
Jo Malone London has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
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About Jo Malone London's Customer Service
Address
52 Gloucester Place, London, W1U 8HQ Bahamas
Website
www.jomalone.com
Quick Insights into Jo Malone London Customer Service
Jo Malone London's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.
Sign Up to unlock insights into how customers have ranked Jo Malone London's Customer Service score.
Ranked Jo Malone London Customer Service the Highest
Ranked Jo Malone London Customer Service the Lowest
Jo Malone London Customer Service Score by Gender
Jo Malone London's Customer Service score was rated 1.8 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Jo Malone London.
Female
1.8/5
Male
N/A
Jo Malone London Customer Service Score by Ethnicity
Jo Malone London's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Jo Malone London.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Jo Malone London Customer Service Score by Usage
Jo Malone London's Customer Service score was rated the highest by customers who have used Jo Malone London's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Jo Malone London Customer Service Score by Industry
Jo Malone London's Customer Service score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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Jo Malone London as an Employer
3.9/5
Jo Malone London has a 3.9/5 stars for its overall company culture rated by their employees
top
20%
Consumer vs. Employees
Jo Malone London scored a -13 for Net Promoter Score and a 42 for Employee Net Promoter Score. NPS gauges how likely a customer of Jo Malone London would recommend the brand to a friend. ENPS measures how likely Jo Malone London employees would recommend working at Jo Malone London to a friend.
Net Promoter Score
-13
NPS Score
| 39% | Promoters |
|---|---|
| 9% | Passive |
| 52% | Detractors |
Employee Net Promoter Score
42
eNPS Score
| 71% | Promoters |
|---|---|
| 0% | Passive |
| 29% | Detractors |
