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NPS
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L'Oréal USA
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About L'Oréal USA's Brand
L'Oréal is a global leader in the Consumer Packaged Goods (CPG) industry, with an international portfolio of 35+ diverse and complementary brands. Among its major competitors, L'Oréal USA is ranked in 6th place for NPS while CHANEL is 1st, and Unilever is 2nd.
Brand at a Glance
86%
Customer Loyalty
4.1/5
Product Quality
3.7/5
Pricing
3.9/5
Customer Service
L'Oréal USA Ranking
- #4 / 4 of its competitors
L'Oréal USA NPS
L'Oréal USA's Net Promoter Score (NPS) is a 4 with 38% Promoters, 28% Passives, and 34% Detractors. Net Promoter Score tracks whether L'Oréal USA's customers would recommend using the product based on a scale of -100 to 100.
L'Oréal USA Overall NPS
| 38% | Promoters |
|---|---|
| 28% | Passives |
| 34% | Detractors |
L'Oréal USA NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2022 18 | Jul 2022 | 18 |
Aug 2022 18 | Aug 2022 | 18 |
Sep 2022 10 | Sep 2022 | 10 |
Oct 2022 7 | Oct 2022 | 7 |
Nov 2022 7 | Nov 2022 | 7 |
Feb 2023 10 | Feb 2023 | 10 |
Apr 2023 4 | Apr 2023 | 4 |
May 2023 1 | May 2023 | 1 |
Jul 2023 -1 | Jul 2023 | -1 |
Nov 2023 2 | Nov 2023 | 2 |
Feb 2024 1 | Feb 2024 | 1 |
Mar 2024 4 | Mar 2024 | 4 |
How Other Brands Compare
L'Oréal USA is ranked #4 for NPS among its competitors. CHANEL and Unilever come in first and second, with Revlon coming in at third.
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'Oréal USA NPS by Gender
L'Oréal USA's NPS was rated 19 by Female customers on Comparably.
Female
19
L'Oréal USA's NPS was rated 19 by Female customers on Comparably.
55%
Promoters
9%
Passives
36%
Detractors
Male
N/A
L'Oréal USA's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
L'Oréal USA NPS by Ethnicity
L'Oréal USA's NPS was rated -50 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -50 | Caucasian | -50 |
L'Oréal USA NPS by Age
L'Oréal USA's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
L'Oréal USA NPS by Usage
L'Oréal USA's NPS was rated the highest by customers who have used L'Oréal USA's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 34 | Less than 1 Year | 34 |
1 to 2 Years 50 | 1 to 2 Years | 50 |
Over 10 Years 0 | Over 10 Years | 0 |
L'Oréal USA NPS vs. Competitors
Compared to its competitors, L'Oréal USA's NPS is rated right above Edgewell Personal Care, and is preceded by COTY.
| COMPANY | NPS Score | |
|---|---|---|
 | CHANEL | 39 |
 | Unilever | 31 |
 | Estee Lauder Companies | 31 |
 | Revlon | 18 |
 | COTY | 14 |
| L'Oréal USA | 4 |
 | Edgewell Personal Care | -12 |
L'Oréal USA Customer Loyalty
86%
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.
86% of L'Oréal USA users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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L'Oréal USA Customer Loyalty Score by Gender
L'Oréal USA's Customer Loyalty score was rated 92 by Female customers on Comparably.
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Female
92%
Yes
Male
N/A
Yes
L'Oréal USA Customer Loyalty Score by Ethnicity
L'Oréal USA's Customer Loyalty score was rated 100% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of L'Oréal USA.
100
out of 100
Caucasian
L'Oréal USA Customer Loyalty Score by Age
L'Oréal USA's Customer Loyalty score was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 85% | 18-25 | 85% |
46-50 100% | 46-50 | 100% |
L'Oréal USA Customer Loyalty Score by Usage
L'Oréal USA's Customer Loyalty score was rated the highest by customers who have used L'Oréal USA's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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L'Oréal USA Customer Loyalty Score by Industry
L'Oréal USA's Customer Loyalty score was rated 70% by Architecture and Planning industry customers.
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L'Oréal USA Customer Loyalty vs. Competitors
Compared to its competitors, L'Oréal USA's Customer Loyalty score is rated right above Unilever.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| L'Oréal USA | 86% |
| Unilever | 84% |
| CHANEL | 79% |
| Estee Lauder Companies | 75% |
| COTY | 69% |
| Revlon | 67% |
| Edgewell Personal Care | 67% |
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L'Oréal USA Product Quality
4.1/5
L'Oréal USA has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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L'Oréal USA Product Information
L'Oréal USA’s product quality score is a 4.1 out of 5 as rated by its users and customers. Reviewers from the Architecture and Planning industry rated L'Oréal USA's product the highest.
- Website
- http://www.loreal.com/
- Company Size
- 10,000+ Employees
Industry
Consumer Goods
Quick Insights into L'Oréal USA Product Quality
L'Oréal USA's Product Quality score was rated highest by customers ages 46-50, and rated lowest by customers who have used L'Oréal USA's products/services for Less than 1 Year.
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Ranked L'Oréal USA Product Quality the Highest
Ranked L'Oréal USA Product Quality the Lowest
L'Oréal USA Product Quality Score by Gender
L'Oréal USA's Product Quality score was rated 3.8 by Female customers on Comparably.
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Female
3.8/5
Male
N/A
L'Oréal USA Product Quality Score by Ethnicity
L'Oréal USA's Product Quality score was rated 3.5 stars by Caucasian customers on Comparably.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
L'Oréal USA Product Quality Score by Age
L'Oréal USA's Product Quality score was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of L'Oréal USA.
0
1
2
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| Summary | Age | Score |
|---|---|---|
18-25 3.4 | 18-25 | 3.4 |
46-50 5 | 46-50 | 5 |
L'Oréal USA Product Quality Score by Usage
L'Oréal USA's Product Quality score was rated the highest by customers who have used L'Oréal USA's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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L'Oréal USA Product Quality Score by Industry
L'Oréal USA's Product Quality score was rated 1.8 stars by Architecture and Planning industry customers.
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L'Oréal USA Product Quality vs. Competitors
Compared to its competitors, L'Oréal USA's Product Quality score is rated right above Revlon, and is preceded by Estee Lauder Companies .
| COMPANY | Product Quality Score | |
|---|---|---|
| CHANEL | 4.2/5 |
| Unilever | 4.2/5 |
| Estee Lauder Companies | 4.1/5 |
| L'Oréal USA | 4.1/5 |
| Revlon | 3.9/5 |
| Edgewell Personal Care | 3.3/5 |
| COTY | 3.2/5 |
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L'Oréal USA Pricing
L'Oréal USA ROI & Value For Money
3.7/5
L'Oréal USA 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'Oréal USA 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 Architecture and Planning industry.
Quick Insights into L'Oréal USA ROI
L'Oréal USA's ROI score was rated highest by customers who have used L'Oréal USA's products/services for 1 to 2 Years, and rated lowest by customers who have used L'Oréal USA's products/services for Less than 1 Year.
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Ranked L'Oréal USA ROI the Highest
Ranked L'Oréal USA ROI the Lowest
L'Oréal USA ROI Score by Gender
L'Oréal USA's ROI score was rated 3.9 by Female customers on Comparably.
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Female
3.9/5
Male
N/A
L'Oréal USA ROI Score by Ethnicity
L'Oréal USA's ROI score was rated 3.1 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of L'Oréal USA.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
L'Oréal USA ROI Score by Age
L'Oréal USA's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full ROI by Age data of L'Oréal USA.
0
1
2
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| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
46-50 4.5 | 46-50 | 4.5 |
L'Oréal USA ROI Score by Usage
L'Oréal USA's ROI score was rated the highest by customers who have used L'Oréal USA's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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L'Oréal USA ROI Score by Industry
L'Oréal USA's ROI score was rated 1.8 stars by Architecture and Planning industry customers.
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L'Oréal USA Pricing vs. Competitors
Compared to its competitors, L'Oréal USA's ROI score is rated right above Edgewell Personal Care, and is preceded by Revlon.
| COMPANY | Pricing Score | |
|---|---|---|
| CHANEL | 3.9/5 |
| Unilever | 3.9/5 |
| Estee Lauder Companies | 3.9/5 |
| Revlon | 3.9/5 |
| L'Oréal USA | 3.7/5 |
| Edgewell Personal Care | 3.2/5 |
| COTY | 2.9/5 |
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L'Oréal USA Customer Satisfaction (CSAT)
L'Oréal USA Customer Satisfaction (CSAT) Score
83 / 100
L'Oréal USA has an overall Customer Satisfaction score of 83 rated by its users and customers.
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Very Satisfied
25%
Satisfied
58%
Neither Satisfied nor Dissatisfied
17%
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.
Quick Insights into L'Oréal USA Customer Satisfaction
L'Oréal USA's Customer Satisfaction score was rated highest by customers ages 18-25.
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Ranked L'Oréal USA Customer Satisfaction the Highest
L'Oréal USA Customer Satisfaction Score by Gender
L'Oréal USA's Customer Satisfaction score was rated 100 by Female customers on Comparably.
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100 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 67% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
L'Oréal USA Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
L'Oréal USA's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
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100 / 100
Very Satisfied
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
L'Oréal USA Customer Satisfaction Score by Age
L'Oréal USA's Customer Satisfaction score was rated 100 points by customers ages 18-25 on Comparably.
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% |
L'Oréal USA Customer Satisfaction vs. Competitors
Compared to its competitors, L'Oréal USA's Customer Satisfaction score is rated right above CHANEL, and is preceded by Unilever.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Unilever | 85% |
| L'Oréal USA | 83% |
| CHANEL | 80% |
| Revlon | 80% |
| Estee Lauder Companies | 78% |
| COTY | 72% |
| Edgewell Personal Care | 35% |
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L'Oréal USA Customer Service
3.9/5
L'Oréal USA has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About L'Oréal USA's Customer Service
Address
10 Hudson Yards, New York City, NY 10001
Website
http://www.loreal.com/
L'Oréal USA's Social Links
Quick Insights into L'Oréal USA Customer Service
L'Oréal USA's Customer Service score was rated highest by customers who have used L'Oréal USA's products/services for 1 to 2 Years, and rated lowest by customers who have used L'Oréal USA's products/services for Less than 1 Year.
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Ranked L'Oréal USA Customer Service the Highest
Ranked L'Oréal USA Customer Service the Lowest
L'Oréal USA Customer Service Score by Gender
L'Oréal USA's Customer Service score was rated 3.9 by Female customers on Comparably.
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Female
3.9/5
Male
N/A
L'Oréal USA Customer Service Score by Ethnicity
L'Oréal USA's Customer Service score was rated 3.4 stars by Caucasian customers on Comparably.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
L'Oréal USA Customer Service Score by Age
L'Oréal USA's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
46-50 4.5 | 46-50 | 4.5 |
L'Oréal USA Customer Service Score by Usage
L'Oréal USA's Customer Service score was rated the highest by customers who have used L'Oréal USA's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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L'Oréal USA Customer Service Score by Industry
L'Oréal USA's Customer Service score was rated 1.8 stars by Architecture and Planning industry customers.
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L'Oréal USA Customer Service vs. Competitors
Compared to its competitors, L'Oréal USA's Customer Service score is rated right above Edgewell Personal Care, and is preceded by Revlon.
| COMPANY | Customer Service Score | |
|---|---|---|
| CHANEL | 4.1/5 |
| Unilever | 4/5 |
| Estee Lauder Companies | 4/5 |
| Revlon | 3.9/5 |
| L'Oréal USA | 3.9/5 |
| Edgewell Personal Care | 3.3/5 |
| COTY | 2.9/5 |
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L'Oréal USA as an Employer
3.5/5
L'Oréal USA has a 3.5/5 stars for its overall company culture rated by their employees
bottom
45%
Consumer vs. Employees
L'Oréal USA scored a 4 for Net Promoter Score and a -11 for Employee Net Promoter Score. NPS gauges how likely a customer of L'Oréal USA would recommend the brand to a friend. ENPS measures how likely L'Oréal USA employees would recommend working at L'Oréal USA to a friend.
Net Promoter Score
4
NPS Score
| 38% | Promoters |
|---|---|
| 28% | Passive |
| 34% | Detractors |
Employee Net Promoter Score
-11
eNPS Score
| 32% | Promoters |
|---|---|
| 25% | Passive |
| 43% | Detractors |
