-5
NPS
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Mountain Warehouse
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About Mountain Warehouse's Brand
Retailer of outdoor clothing and camping equipment. The company's outdoor clothing and camping equipment include waterproof jackets, fleeces, shirts and T-shirts, thermals, ski jackets and accessories, running and cycling clothing, equestrian clothing and hoodies for kids, enabling the customers to get access to the products principally through factory outlet centres and from high street retail locations. It also offers products online.
Brand at a Glance
67%
Customer Loyalty
3.1/5
Product Quality
3.2/5
Pricing
3/5
Customer Service
Mountain Warehouse NPS
Mountain Warehouse's Net Promoter Score (NPS) is a -5 with 42% Promoters, 11% Passives, and 47% Detractors. Net Promoter Score tracks whether Mountain Warehouse's customers would recommend using the product based on a scale of -100 to 100.
Mountain Warehouse Overall NPS
| 42% | Promoters |
|---|---|
| 11% | Passives |
| 47% | Detractors |
Mountain Warehouse NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 -5 | Nov 2023 | -5 |
Dec 2023 0 | Dec 2023 | 0 |
Jan 2024 -4 | Jan 2024 | -4 |
Feb 2024 -11 | Feb 2024 | -11 |
Mar 2024 -7 | Mar 2024 | -7 |
Apr 2024 -3 | Apr 2024 | -3 |
May 2025 -8 | May 2025 | -8 |
Aug 2025 -7 | Aug 2025 | -7 |
Sep 2025 0 | Sep 2025 | 0 |
Oct 2025 -4 | Oct 2025 | -4 |
Dec 2025 -6 | Dec 2025 | -6 |
Jan 2026 -5 | Jan 2026 | -5 |
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.
Mountain Warehouse NPS by Gender
Female customers rated Mountain Warehouse's NPS 89 points higher than Male customers.
Male
-72
Mountain Warehouse's NPS was rated -72 by Male customers on Comparably.
14%
Promoters
0%
Passives
86%
Detractors
Female
17
Mountain Warehouse's NPS was rated 17 by Female customers on Comparably.
50%
Promoters
17%
Passives
33%
Detractors
Mountain Warehouse NPS by Ethnicity
Mountain Warehouse's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -66 | Caucasian | -66 |
Asian or Pacific Islander 25 | Asian or Pacific Islander | 25 |
Other -50 | Other | -50 |
Mountain Warehouse NPS by Age
Mountain Warehouse's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
Mountain Warehouse NPS by Usage
Mountain Warehouse's NPS was rated the highest by customers who have used Mountain Warehouse's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
5 to 10 Years -34 | 5 to 10 Years | -34 |
Mountain Warehouse Customer Reviews
Out of the 4 Mountain Warehouse customer reviews 2 were positive and 2 were constructive. Mountain Warehouse customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Mountain Warehouse Customer Loyalty
67%
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.
67% of Mountain Warehouse 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?"
Mountain Warehouse Customer Loyalty Score by Gender
Male customers rated Mountain Warehouse's Customer Loyalty score 34% higher than Female customers.
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Male
74%
Yes
Female
40%
Yes
Mountain Warehouse Customer Loyalty Score by Ethnicity
Mountain Warehouse's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Mountain Warehouse.
70
out of 100
Caucasian
55
out of 100
Asian or Pacific Islander
33
out of 100
Other
Mountain Warehouse Customer Loyalty Score by Age
Mountain Warehouse's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Mountain Warehouse.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 33% | 26-30 | 33% |
36-40 70% | 36-40 | 70% |
Mountain Warehouse Customer Loyalty Score by Usage
Mountain Warehouse's Customer Loyalty score was rated the highest by customers who have used Mountain Warehouse's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Mountain Warehouse Customer Loyalty Score by Industry
Mountain Warehouse's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Mountain Warehouse Product Quality
3.1/5
Mountain Warehouse has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Mountain Warehouse Product Information
Mountain Warehouse’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Mountain Warehouse's product the highest. Reviewers from the Tech industry rated Mountain Warehouse the lowest at 2.
- Website
- www.mountainwarehouse.com
- Company Size
- 1,001-5,000 Employees
Quick Insights into Mountain Warehouse Product Quality
Mountain Warehouse's Product Quality score was rated highest by Female customers, and rated lowest by Male customers.
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Ranked Mountain Warehouse Product Quality the Highest
Ranked Mountain Warehouse Product Quality the Lowest
Mountain Warehouse Product Quality Score by Gender
Female customers rated Mountain Warehouse's Product Quality score 1.6 stars higher than Male customers.
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Male
1.9/5
Female
3.5/5
Mountain Warehouse Product Quality Score by Ethnicity
Mountain Warehouse's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Mountain Warehouse.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
Asian or Pacific Islander 3 | Asian or Pacific Islander | 3 |
Other 3 | Other | 3 |
Mountain Warehouse Product Quality Score by Age
Mountain Warehouse's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Mountain Warehouse.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.5 | 26-30 | 2.5 |
36-40 3.3 | 36-40 | 3.3 |
Mountain Warehouse Product Quality Score by Usage
Mountain Warehouse's Product Quality score was rated the highest by customers who have used Mountain Warehouse's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Mountain Warehouse Product Quality Score by Industry
Mountain Warehouse's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Mountain Warehouse Pricing
Mountain Warehouse ROI & Value For Money
3.2/5
Mountain Warehouse has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.
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Mountain Warehouse 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 Tech industry. The users from the Accounting industry think that they had the lowest ROI from Mountain Warehouse.
Quick Insights into Mountain Warehouse ROI
Mountain Warehouse's ROI score was rated highest by customers from the Tech industry, and rated lowest by customers who have used Mountain Warehouse's products/services for 2 to 5 Years.
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Ranked Mountain Warehouse ROI the Highest
Ranked Mountain Warehouse ROI the Lowest
Mountain Warehouse ROI Score by Gender
Female customers rated Mountain Warehouse's ROI score 0.7 stars higher than Male customers.
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Male
2.8/5
Female
3.5/5
Mountain Warehouse ROI Score by Ethnicity
Mountain Warehouse's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Mountain Warehouse.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
Asian or Pacific Islander 3 | Asian or Pacific Islander | 3 |
Other 3.6 | Other | 3.6 |
Mountain Warehouse ROI Score by Age
Mountain Warehouse's ROI score was rated 3.1 stars by customers ages 26-30 and customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Mountain Warehouse.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.1 | 26-30 | 3.1 |
36-40 3.1 | 36-40 | 3.1 |
Mountain Warehouse ROI Score by Usage
Mountain Warehouse's ROI score was rated the highest by customers who have used Mountain Warehouse's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Mountain Warehouse ROI Score by Industry
Mountain Warehouse's ROI score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Mountain Warehouse Customer Satisfaction (CSAT)
Mountain Warehouse Customer Satisfaction (CSAT) Score
55 / 100
Mountain Warehouse has an overall Customer Satisfaction score of 55 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
34%
Satisfied
21%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
7%
Very Dissatisfied
24%
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 Mountain Warehouse Customer Satisfaction
Mountain Warehouse's Customer Satisfaction score was rated highest by Female customers, and rated lowest by Caucasian customers.
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Ranked Mountain Warehouse Customer Satisfaction the Highest
Ranked Mountain Warehouse Customer Satisfaction the Lowest
Mountain Warehouse Customer Satisfaction Score by Gender
Female customers rated Mountain Warehouse's Customer Satisfaction score 51 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Mountain Warehouse.
29 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 29% | |
Neither Satisfied nor Dissatisfied | 14% | |
Dissatisfied | 14% | |
Very Dissatisfied | 43% |
80 / 100
FemaleVery Satisfied | 60% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 20% |
Mountain Warehouse Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Mountain Warehouse's Customer Satisfaction (CSAT) score was rated 20% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Mountain Warehouse.
20 / 100
Very Satisfied
20%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
60%
CSAT according to Asian or Pacific Islander
Mountain Warehouse's Customer Satisfaction (CSAT) score was rated 75% according to Asian or Pacific Islander users and customers.
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75 / 100
Very Satisfied
25%
Satisfied
50%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Mountain Warehouse's Customer Satisfaction (CSAT) score was rated 50% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Mountain Warehouse.
50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
25%
Mountain Warehouse Customer Satisfaction Score by Age
Mountain Warehouse's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Mountain Warehouse.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 75% | |||||||||||||||
| 36-40 | 33% |
Mountain Warehouse Customer Satisfaction Score by Usage
Mountain Warehouse's Customer Satisfaction score was rated the highest by customers who have used Mountain Warehouse's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Mountain Warehouse Customer Satisfaction Score by Industry
Mountain Warehouse's Customer Satisfaction score was rated 66 points by both Accounting and Tech industry customers.
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{
"title": "Mountain Warehouse Customer Satisfaction Score by Industry",
"text": "Mountain Warehouse's Customer Satisfaction score was rated 66 points by both Accounting and Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 66,
"stars": 0,
"csatScore": 66,
"text": "Mountain Warehouse's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 66
},
{
"label": "Accounting",
"groupId": 495,
"score": 66,
"stars": 0,
"csatScore": 66,
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"scoreClassName": "max",
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]
}Mountain Warehouse Customer Service
3/5
Mountain Warehouse has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
Sign Up to unlock Mountain Warehouse's overall Customer Service score rated by its users and customers.
About Mountain Warehouse's Customer Service
Address
3 Eccleston Street, London, SW1W 9LX Bahamas
Website
www.mountainwarehouse.com
Quick Insights into Mountain Warehouse Customer Service
Mountain Warehouse's Customer Service score was rated highest by customers ages 36-40, and rated lowest by Caucasian customers.
Sign Up to unlock insights into how customers have ranked Mountain Warehouse's Customer Service score.
Ranked Mountain Warehouse Customer Service the Highest
Ranked Mountain Warehouse Customer Service the Lowest
Mountain Warehouse Customer Service Score by Gender
Female customers rated Mountain Warehouse's Customer Service score 1.4 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Mountain Warehouse.
Male
1.7/5
Female
3.1/5
Mountain Warehouse Customer Service Score by Ethnicity
Mountain Warehouse's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Mountain Warehouse.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Asian or Pacific Islander 3.4 | Asian or Pacific Islander | 3.4 |
Other 2.6 | Other | 2.6 |
Mountain Warehouse Customer Service Score by Age
Mountain Warehouse's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Mountain Warehouse.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3 | 26-30 | 3 |
36-40 3.5 | 36-40 | 3.5 |
Mountain Warehouse Customer Service Score by Usage
Mountain Warehouse's Customer Service score was rated the highest by customers who have used Mountain Warehouse's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Mountain Warehouse Customer Service Score by Industry
Mountain Warehouse's Customer Service score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
Mountain Warehouse as an Employer
2.4/5
Mountain Warehouse has a 2.4/5 stars for its overall company culture rated by their employees
bottom
10%
Consumer vs. Employees
Mountain Warehouse scored a -5 for Net Promoter Score and a -48 for Employee Net Promoter Score. NPS gauges how likely a customer of Mountain Warehouse would recommend the brand to a friend. ENPS measures how likely Mountain Warehouse employees would recommend working at Mountain Warehouse to a friend.
Net Promoter Score
-5
NPS Score
| 42% | Promoters |
|---|---|
| 11% | Passive |
| 47% | Detractors |
Employee Net Promoter Score
-48
eNPS Score
| 17% | Promoters |
|---|---|
| 18% | Passive |
| 65% | Detractors |
