53
NPS
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L'Occitane
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About L'Occitane's Brand
Brand at a Glance
93%
Customer Loyalty
3.9/5
Product Quality
3.7/5
Pricing
4/5
Customer Service
L'Occitane NPS
L'Occitane's Net Promoter Score (NPS) is a 53 with 74% Promoters, 5% Passives, and 21% Detractors. Net Promoter Score tracks whether L'Occitane's customers would recommend using the product based on a scale of -100 to 100.
L'Occitane Overall NPS
| 74% | Promoters |
|---|---|
| 5% | Passives |
| 21% | Detractors |
L'Occitane NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2023 100 | Apr 2023 | 100 |
May 2023 100 | May 2023 | 100 |
Nov 2023 77 | Nov 2023 | 77 |
Dec 2023 81 | Dec 2023 | 81 |
Jan 2024 67 | Jan 2024 | 67 |
Mar 2024 60 | Mar 2024 | 60 |
May 2024 64 | May 2024 | 64 |
Oct 2024 67 | Oct 2024 | 67 |
Nov 2024 57 | Nov 2024 | 57 |
Jan 2025 46 | Jan 2025 | 46 |
Sep 2025 50 | Sep 2025 | 50 |
Oct 2025 52 | Oct 2025 | 52 |
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.
L'Occitane Customer Loyalty
93%
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.
93% of L'Occitane 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?"
L'Occitane Product Quality
3.9/5
L'Occitane has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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L'Occitane Product Information
L'Occitane’s product quality score is a 3.9 out of 5 as rated by its users and customers.
L'Occitane Pricing
L'Occitane ROI & Value For Money
3.7/5
L'Occitane has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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L'Occitane Customer Satisfaction (CSAT)
L'Occitane Customer Satisfaction (CSAT) Score
93 / 100
L'Occitane has an overall Customer Satisfaction score of 93 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
64%
Satisfied
29%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
7%
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.
L'Occitane Customer Service
4/5
L'Occitane has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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L'Occitane as an Employer
2.3/5
L'Occitane has a 2.3/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
L'Occitane scored a 53 for Net Promoter Score and a -47 for Employee Net Promoter Score. NPS gauges how likely a customer of L'Occitane would recommend the brand to a friend. ENPS measures how likely L'Occitane employees would recommend working at L'Occitane to a friend.
Net Promoter Score
53
NPS Score
| 74% | Promoters |
|---|---|
| 5% | Passive |
| 21% | Detractors |
Employee Net Promoter Score
-47
eNPS Score
| 16% | Promoters |
|---|---|
| 21% | Passive |
| 63% | Detractors |
