-1
NPS
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Kiehl's
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About Kiehl's' Brand
Since 1851, Kiehl’s has been committed to the betterment of the communities.
Brand at a Glance
76%
Customer Loyalty
3.2/5
Product Quality
3.1/5
Pricing
3.7/5
Customer Service
Kiehl's NPS
Kiehl's's Net Promoter Score (NPS) is a -1 with 37% Promoters, 25% Passives, and 38% Detractors. Net Promoter Score tracks whether Kiehl's's customers would recommend using the product based on a scale of -100 to 100.
Kiehl's Overall NPS
| 37% | Promoters |
|---|---|
| 25% | Passives |
| 38% | Detractors |
Kiehl's NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 0 | Jul 2021 | 0 |
Jan 2023 50 | Jan 2023 | 50 |
Jan 2024 66 | Jan 2024 | 66 |
Feb 2024 75 | Feb 2024 | 75 |
Sep 2024 34 | Sep 2024 | 34 |
Jun 2025 13 | Jun 2025 | 13 |
Aug 2025 0 | Aug 2025 | 0 |
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.
Kiehl's 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 Kiehl's 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?"
Kiehl's Product Quality
3.2/5
Kiehl's has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
Sign Up to unlock Kiehl's' overall Product Quality score rated by its users and customers.
Kiehl's Product Information
Kiehl's’s product quality score is a 3.2 out of 5 as rated by its users and customers.
- Website
- http://www.kiehls.com
- Company Size
- 201-500 Employees
Industry
Tech
Consumer Services
Hardware and Devices
Kiehl's Pricing
Kiehl's ROI & Value For Money
3.1/5
Kiehl's has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Kiehl's Customer Satisfaction (CSAT)
Kiehl's Customer Satisfaction (CSAT) Score
50 / 100
Kiehl's has an overall Customer Satisfaction score of 50 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
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
25%
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.
Kiehl's Customer Service
3.7/5
Kiehl's has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Kiehl's's Customer Service
Address
New York City, NY
Website
http://www.kiehls.com
Phone Number
+91 22 6671 2837
Kiehl's as an Employer
2.2/5
Kiehl's has a 2.2/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Kiehl's scored a -1 for Net Promoter Score and a -100 for Employee Net Promoter Score. NPS gauges how likely a customer of Kiehl's would recommend the brand to a friend. ENPS measures how likely Kiehl's employees would recommend working at Kiehl's to a friend.
Net Promoter Score
-1
NPS Score
| 37% | Promoters |
|---|---|
| 25% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
-100
eNPS Score
| 0% | Promoters |
|---|---|
| 0% | Passive |
| 100% | Detractors |
