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NPS
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John Lewis
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About John Lewis' Brand
Operator of a chain of department stores. The company's department stores offer retail of home furnishings, home accessories, garden, lighting, electronic, clothing and other related products. Among its major competitors, John Lewis is ranked in 5th place for NPS while Debenhams is 1st, and Marks & Spencer is 2nd.
Brand at a Glance
100%
Customer Loyalty
4/5
Product Quality
3/5
Pricing
3/5
Customer Service
John Lewis Ranking
- #3 / 4 of its competitors
John Lewis NPS
John Lewis's Net Promoter Score (NPS) is a 0 with 50% Promoters, 0% Passives, and 50% Detractors. Net Promoter Score tracks whether John Lewis's customers would recommend using the product based on a scale of -100 to 100.
John Lewis Overall NPS
| 50% | Promoters |
|---|---|
| 0% | Passives |
| 50% | Detractors |
John Lewis NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2022 100 | Feb 2022 | 100 |
Mar 2023 0 | Mar 2023 | 0 |
How Other Brands Compare
John Lewis is ranked third for NPS among its competitors. Debenhams and Marks & Spencer come in first and second, with Macy's coming in at #4.
John Lewis |  Macy's |  Marks & Spencer |  Debenhams | |
| Global Ranking | #- | #254 | #- | #- |
| NPS | 0 | -11 | 23 | 50 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $4.88B | $3.73B | - |
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.
John Lewis NPS vs. Competitors
Compared to its competitors, John Lewis's NPS is rated right above Macy's, and is preceded by Argos.
| COMPANY | NPS Score | |
|---|---|---|
| Debenhams | 50 |
| Marks & Spencer | 23 |
 | Lazada Group | 23 |
 | Argos | 0 |
| John Lewis | 0 |
| Macy's | -11 |
John Lewis Customer Loyalty
100%
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.
100% of John Lewis users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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John Lewis Customer Loyalty vs. Competitors
Compared to its competitors, John Lewis's Customer Loyalty score is rated right above Lazada Group, and is preceded by Debenhams.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Debenhams | 100% |
| John Lewis | 100% |
| Lazada Group | 81% |
| Marks & Spencer | 78% |
| Macy's | 77% |
| Argos | 53% |
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John Lewis Product Quality
4/5
John Lewis has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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John Lewis Product Information
John Lewis’s product quality score is a 4 out of 5 as rated by its users and customers.
- Website
- www.johnlewis.com
- Company Size
- 10,000+ Employees
John Lewis Product Quality vs. Competitors
Compared to its competitors, John Lewis's Product Quality score is rated right above Lazada Group, and is preceded by Marks & Spencer.
| COMPANY | Product Quality Score | |
|---|---|---|
| Marks & Spencer | 4.2/5 |
| John Lewis | 4/5 |
| Lazada Group | 3.9/5 |
| Macy's | 3.1/5 |
| Argos | 3/5 |
| Debenhams | 2.2/5 |
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John Lewis Pricing
John Lewis ROI & Value For Money
3/5
John Lewis has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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John Lewis Pricing vs. Competitors
Compared to its competitors, John Lewis's ROI score is rated right above Argos, and is preceded by Macy's.
| COMPANY | Pricing Score | |
|---|---|---|
| Debenhams | 4/5 |
| Lazada Group | 3.8/5 |
| Marks & Spencer | 3.8/5 |
| Macy's | 3.1/5 |
| John Lewis | 3/5 |
| Argos | 2.6/5 |
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John Lewis Customer Satisfaction (CSAT)
John Lewis Customer Satisfaction (CSAT) Score
100 / 100
John Lewis has an overall Customer Satisfaction score of 100 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
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
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.
John Lewis Customer Satisfaction vs. Competitors
Compared to its competitors, John Lewis's Customer Satisfaction score is rated right above Marks & Spencer.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| John Lewis | 100% |
| Marks & Spencer | 86% |
| Lazada Group | 77% |
| Argos | 67% |
| Macy's | 52% |
| Debenhams | 50% |
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John Lewis Customer Service
3/5
John Lewis has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
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About John Lewis's Customer Service
Address
171 Victoria Street, London, SW1E 5NN Bahamas
Website
www.johnlewis.com
John Lewis Customer Service vs. Competitors
Compared to its competitors, John Lewis's Customer Service score is rated right above Macy's, and is preceded by Debenhams.
| COMPANY | Customer Service Score | |
|---|---|---|
| Lazada Group | 4/5 |
| Marks & Spencer | 4/5 |
| Debenhams | 3.7/5 |
| John Lewis | 3/5 |
| Macy's | 2.9/5 |
| Argos | 2.5/5 |
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Consumer vs. Employees
John Lewis scored a 0 for Net Promoter Score and a 100 for Employee Net Promoter Score. NPS gauges how likely a customer of John Lewis would recommend the brand to a friend. ENPS measures how likely John Lewis employees would recommend working at John Lewis to a friend.
Net Promoter Score
0
NPS Score
| 50% | Promoters |
|---|---|
| 0% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
100
eNPS Score
| 100% | Promoters |
|---|---|
| 0% | Passive |
| 0% | Detractors |
