28
NPS
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LUSH North America
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About LUSH North America's Brand
Among its major competitors, LUSH North America is ranked in 2nd place for NPS while SEPHORA is 1st, and L Brands is 3rd.Their current valuation is $1.38B
Brand at a Glance
65%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.9/5
Customer Service
LUSH North America Ranking
- #2 / 4 of its competitors
LUSH North America NPS
LUSH North America's Net Promoter Score (NPS) is a 28 with 57% Promoters, 14% Passives, and 29% Detractors. Net Promoter Score tracks whether LUSH North America's customers would recommend using the product based on a scale of -100 to 100.
LUSH North America Overall NPS
| 57% | Promoters |
|---|---|
| 14% | Passives |
| 29% | Detractors |
LUSH North America NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2020 100 | Mar 2020 | 100 |
Dec 2020 100 | Dec 2020 | 100 |
Jul 2021 0 | Jul 2021 | 0 |
Aug 2021 0 | Aug 2021 | 0 |
Oct 2021 17 | Oct 2021 | 17 |
Nov 2022 29 | Nov 2022 | 29 |
How Other Brands Compare
LUSH North America is ranked second for NPS among its competitors. SEPHORA and L Brands come in first and third, with L'Oréal USA coming in at #4. Among those competitors, it is the third most valued company behind L Brands.
LUSH North America |  SEPHORA |  L Brands |  L'Oréal USA | |
| Global Ranking | #- | #59 | #315 | #- |
| NPS | 28 | 35 | 12 | 4 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $1.38B | - | $2.93B | - |
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.
LUSH North America NPS vs. Competitors
Compared to its competitors, LUSH North America's NPS is rated right above L Brands, and is preceded by SEPHORA.
| COMPANY | NPS Score | |
|---|---|---|
| SEPHORA | 35 |
| LUSH North America | 28 |
| L Brands | 12 |
| L'Oréal USA | 4 |
LUSH North America Customer Loyalty
65%
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.
65% of LUSH North America users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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LUSH North America Customer Loyalty vs. Competitors
Compared to its competitors, LUSH North America's Customer Loyalty score is rated right below L Brands.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| L'Oréal USA | 86% |
| SEPHORA | 80% |
| L Brands | 69% |
| LUSH North America | 65% |
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LUSH North America Product Quality
3.6/5
LUSH North America has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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LUSH North America Product Information
LUSH North America’s product quality score is a 3.6 out of 5 as rated by its users and customers.
- Website
- http://www.lush.com
- Company Size
- 1,001-5,000 Employees
LUSH North America Product Quality vs. Competitors
Compared to its competitors, LUSH North America's Product Quality score is rated right below L Brands.
| COMPANY | Product Quality Score | |
|---|---|---|
| SEPHORA | 4.1/5 |
| L'Oréal USA | 4.1/5 |
| L Brands | 3.7/5 |
| LUSH North America | 3.6/5 |
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LUSH North America Pricing
LUSH North America ROI & Value For Money
3.4/5
LUSH North America has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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LUSH North America Pricing vs. Competitors
Compared to its competitors, LUSH North America's ROI score is rated right below L Brands.
| COMPANY | Pricing Score | |
|---|---|---|
| SEPHORA | 3.8/5 |
| L'Oréal USA | 3.7/5 |
| L Brands | 3.6/5 |
| LUSH North America | 3.4/5 |
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LUSH North America Customer Satisfaction (CSAT)
LUSH North America Customer Satisfaction (CSAT) Score
50 / 100
LUSH North America has an overall Customer Satisfaction score of 50 rated by its users and customers.
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Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
50%
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.
LUSH North America Customer Satisfaction vs. Competitors
Compared to its competitors, LUSH North America's Customer Satisfaction score is rated right below L Brands.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| L'Oréal USA | 83% |
| SEPHORA | 78% |
| L Brands | 66% |
| LUSH North America | 50% |
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LUSH North America Customer Service
3.9/5
LUSH North America has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About LUSH North America's Customer Service
Address
Canada
Website
http://www.lush.com
LUSH North America Customer Service vs. Competitors
Compared to its competitors, LUSH North America's Customer Service score is rated right above L'Oréal USA, and is preceded by SEPHORA.
| COMPANY | Customer Service Score | |
|---|---|---|
| SEPHORA | 3.9/5 |
| LUSH North America | 3.9/5 |
| L'Oréal USA | 3.9/5 |
| L Brands | 3.5/5 |
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Consumer vs. Employees
LUSH North America scored a 28 for Net Promoter Score and a -34 for Employee Net Promoter Score. NPS gauges how likely a customer of LUSH North America would recommend the brand to a friend. ENPS measures how likely LUSH North America employees would recommend working at LUSH North America to a friend.
Net Promoter Score
28
NPS Score
| 57% | Promoters |
|---|---|
| 14% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
-34
eNPS Score
| 33% | Promoters |
|---|---|
| 0% | Passive |
| 67% | Detractors |
