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NPS
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Petco
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About Petco's Brand
Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents and our own Petco partners. Among its major competitors, Petco is ranked in 4th place for NPS while Chewy is 1st, and Pet Valu is 2nd. Overall, Petco has a neutral social sentiment, when analyzing social media channels and online mentions.
Brand at a Glance
71%
Customer Loyalty
3.1/5
Product Quality
3/5
Pricing
3/5
Customer Service
Petco CMO
Petco Ranking
- #3 / 4 of its competitors
Petco NPS
Petco's Net Promoter Score (NPS) is a -6 with 39% Promoters, 16% Passives, and 45% Detractors. Net Promoter Score tracks whether Petco's customers would recommend using the product based on a scale of -100 to 100.
Petco Overall NPS
| 39% | Promoters |
|---|---|
| 16% | Passives |
| 45% | Detractors |
Petco NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2024 -6 | Dec 2024 | -6 |
Jan 2025 -7 | Jan 2025 | -7 |
Feb 2025 -7 | Feb 2025 | -7 |
Mar 2025 -5 | Mar 2025 | -5 |
Apr 2025 -5 | Apr 2025 | -5 |
May 2025 -5 | May 2025 | -5 |
Jul 2025 -5 | Jul 2025 | -5 |
Aug 2025 -5 | Aug 2025 | -5 |
Sep 2025 -5 | Sep 2025 | -5 |
Oct 2025 -7 | Oct 2025 | -7 |
Nov 2025 -7 | Nov 2025 | -7 |
Jan 2026 -7 | Jan 2026 | -7 |
How Other Brands Compare
Petco is ranked third for NPS among its competitors. Chewy and Pet Valu come in first and second, with Rover.com coming in at #4.
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.
Petco NPS by Gender
Female customers rated Petco's NPS 30 points higher than Male customers.
Male
-37
Petco's NPS was rated -37 by Male customers on Comparably.
21%
Promoters
21%
Passives
58%
Detractors
Female
-7
Petco's NPS was rated -7 by Female customers on Comparably.
41%
Promoters
11%
Passives
48%
Detractors
Petco NPS by Ethnicity
Petco's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -21 | Caucasian | -21 |
Hispanic or Latino 49 | Hispanic or Latino | 49 |
African American/Black -8 | African American/Black | -8 |
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
Other -72 | Other | -72 |
Petco NPS by Age
Petco's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
Petco NPS by Usage
Petco's NPS was rated the highest by customers who have used Petco's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -63 | Less than 1 Year | -63 |
1 to 2 Years -24 | 1 to 2 Years | -24 |
2 to 5 Years -5 | 2 to 5 Years | -5 |
5 to 10 Years -8 | 5 to 10 Years | -8 |
Over 10 Years -27 | Over 10 Years | -27 |
Petco NPS vs. Competitors
Compared to its competitors, Petco's NPS is rated right above Rover.com, and is preceded by Pet Supplies Plus.
| COMPANY | NPS Score | |
|---|---|---|
 | Chewy | 11 |
 | Pet Valu | 9 |
 | Pet Supplies Plus | 4 |
| Petco | -6 |
 | Rover.com | -9 |
Petco Customer Reviews
Out of the 23 Petco customer reviews 11 were positive and 12 were constructive. Petco 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
Petco Customer Loyalty
71%
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.
71% of Petco users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Petco Customer Loyalty Score by Gender
Female customers rated Petco's Customer Loyalty score 9% higher than Male customers.
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Male
65%
Yes
Female
74%
Yes
Petco Customer Loyalty Score by Ethnicity
Petco's Customer Loyalty score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Petco.
75
out of 100
Caucasian
55
out of 100
Hispanic or Latino
68
out of 100
African American/Black
55
out of 100
Asian or Pacific Islander
80
out of 100
Other
Petco Customer Loyalty Score by Age
Petco's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 61-65.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 67% | 18-25 | 67% |
26-30 75% | 26-30 | 75% |
31-35 64% | 31-35 | 64% |
36-40 67% | 36-40 | 67% |
41-45 55% | 41-45 | 55% |
46-50 74% | 46-50 | 74% |
51-55 92% | 51-55 | 92% |
56-60 70% | 56-60 | 70% |
61-65 55% | 61-65 | 55% |
66+ 81% | 66+ | 81% |
Petco Customer Loyalty Score by Usage
Petco's Customer Loyalty score was rated the highest by customers who have used Petco's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Petco Customer Loyalty Score by Industry
Petco's Customer Loyalty score was rated the highest by Consulting industry customers, and the lowest by Hospitality industry customers.
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Petco Customer Loyalty vs. Competitors
Compared to its competitors, Petco's Customer Loyalty score is rated right above Rover.com, and is preceded by Pet Valu.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Chewy | 84% |
| Pet Supplies Plus | 83% |
| Pet Valu | 80% |
| Petco | 71% |
| Rover.com | 67% |
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Petco Product Quality
3.1/5
Petco has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Petco Product Information
Petco’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Petco's product the highest. Reviewers from the Banking and Financial Services industry rated Petco the lowest at 2.2.
- Website
- https://www.petco.com/
- Company Size
- 10,000+ Employees
Industry
Retail
Quick Insights into Petco Product Quality
Petco's Product Quality score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Non-Profit industry.
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Ranked Petco Product Quality the Highest
Ranked Petco Product Quality the Lowest
Petco Product Quality Score by Gender
Female customers rated Petco's Product Quality score 0.5 stars higher than Male customers.
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Male
2.6/5
Female
3.1/5
Petco Product Quality Score by Ethnicity
Petco's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
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2
3
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 3.3 | African American/Black | 3.3 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 2 | Other | 2 |
Petco Product Quality Score by Age
Petco's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
1
2
3
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| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 3.7 | 26-30 | 3.7 |
31-35 3.4 | 31-35 | 3.4 |
36-40 2.8 | 36-40 | 2.8 |
41-45 2.2 | 41-45 | 2.2 |
46-50 2.8 | 46-50 | 2.8 |
51-55 2.8 | 51-55 | 2.8 |
56-60 2.4 | 56-60 | 2.4 |
61-65 2.6 | 61-65 | 2.6 |
66+ 2.2 | 66+ | 2.2 |
Petco Product Quality Score by Usage
Petco's Product Quality score was rated the highest by customers who have used Petco's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Petco Product Quality Score by Industry
Petco's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Non-Profit industry customers.
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Petco Product Quality vs. Competitors
Compared to its competitors, Petco's Product Quality score is rated right above Rover.com, and is preceded by Pet Supplies Plus.
| COMPANY | Product Quality Score | |
|---|---|---|
| Pet Valu | 3.8/5 |
| Chewy | 3.4/5 |
| Pet Supplies Plus | 3.3/5 |
| Petco | 3.1/5 |
| Rover.com | 3/5 |
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Petco Pricing
Petco ROI & Value For Money
3/5
Petco has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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Petco 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 Accounting industry. The users from the Arts and Entertainment industry think that they had the lowest ROI from Petco.
Quick Insights into Petco ROI
Petco's ROI score was rated highest by customers from the Accounting industry, and rated lowest by Other customers.
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Ranked Petco ROI the Highest
Ranked Petco ROI the Lowest
Petco ROI Score by Gender
Female customers rated Petco's ROI score 0.1 stars higher than Male customers.
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Male
2.7/5
Female
2.8/5
Petco ROI Score by Ethnicity
Petco's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
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0
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 4 | Hispanic or Latino | 4 |
African American/Black 3.3 | African American/Black | 3.3 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 1.5 | Other | 1.5 |
Petco ROI Score by Age
Petco's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 41-45.
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0
1
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| Summary | Age | Score |
|---|---|---|
18-25 3.3 | 18-25 | 3.3 |
26-30 3.6 | 26-30 | 3.6 |
31-35 3.1 | 31-35 | 3.1 |
36-40 2.6 | 36-40 | 2.6 |
41-45 2.2 | 41-45 | 2.2 |
46-50 2.6 | 46-50 | 2.6 |
51-55 2.6 | 51-55 | 2.6 |
56-60 2.3 | 56-60 | 2.3 |
61-65 2.5 | 61-65 | 2.5 |
66+ 2.4 | 66+ | 2.4 |
Petco ROI Score by Usage
Petco's ROI score was rated the highest by customers who have used Petco's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Petco ROI Score by Industry
Petco's ROI score was rated the highest by Accounting industry customers, and the lowest by Non-Profit industry customers.
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Petco Pricing vs. Competitors
Compared to its competitors, Petco's ROI score is rated right above Rover.com, and is preceded by Pet Supplies Plus.
| COMPANY | Pricing Score | |
|---|---|---|
| Pet Valu | 3.5/5 |
| Chewy | 3.3/5 |
| Pet Supplies Plus | 3.3/5 |
| Petco | 3/5 |
| Rover.com | 2.9/5 |
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Petco Customer Satisfaction (CSAT)
Petco Customer Satisfaction (CSAT) Score
55 / 100
Petco has an overall Customer Satisfaction score of 55 rated by its users and customers.
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Very Satisfied
31%
Satisfied
24%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
7%
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.
Quick Insights into Petco Customer Satisfaction
Petco's Customer Satisfaction score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Non-Profit industry.
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Ranked Petco Customer Satisfaction the Highest
Ranked Petco Customer Satisfaction the Lowest
Petco Customer Satisfaction Score by Gender
Female customers rated Petco's Customer Satisfaction score 11 points higher than Male customers.
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38 / 100
MaleVery Satisfied | 27% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 22% | |
Dissatisfied | 8% | |
Very Dissatisfied | 32% |
49 / 100
FemaleVery Satisfied | 29% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 8% | |
Very Dissatisfied | 36% |
Petco Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Petco's Customer Satisfaction (CSAT) score was rated 44% according to Caucasian users and customers.
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44 / 100
Very Satisfied
27%
Satisfied
17%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
7%
Very Dissatisfied
32%
CSAT according to Hispanic or Latino
Petco's Customer Satisfaction (CSAT) score was rated 83% according to Hispanic or Latino users and customers.
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83 / 100
Very Satisfied
66%
Satisfied
17%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
17%
CSAT according to African American/Black
Petco's Customer Satisfaction (CSAT) score was rated 70% according to African American/Black users and customers.
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70 / 100
Very Satisfied
50%
Satisfied
20%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
10%
Very Dissatisfied
20%
CSAT according to Asian or Pacific Islander
Petco's Customer Satisfaction (CSAT) score was rated 33% according to Asian or Pacific Islander users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
34%
CSAT according to Other
Petco's Customer Satisfaction (CSAT) score was rated 18% according to Other users and customers.
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18 / 100
Very Satisfied
6%
Satisfied
12%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
17%
Very Dissatisfied
59%
Petco Customer Satisfaction Score by Age
Petco's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 83% | |||||||||||||||
| 26-30 | 78% | |||||||||||||||
| 31-35 | 40% | |||||||||||||||
| 36-40 | 40% | |||||||||||||||
| 41-45 | 50% | |||||||||||||||
| 46-50 | 36% | |||||||||||||||
| 51-55 | 33% | |||||||||||||||
| 56-60 | 36% | |||||||||||||||
| 61-65 | 14% | |||||||||||||||
| 66+ | 25% |
Petco Customer Satisfaction Score by Usage
Petco's Customer Satisfaction score was rated the highest by customers who have used Petco's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Petco Customer Satisfaction Score by Industry
Petco's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Non-Profit industry customers.
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{
"title": "Petco Customer Satisfaction Score by Industry",
"text": "Petco's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Non-Profit industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 53,
"stars": 0,
"csatScore": 53,
"text": "Petco's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 53
},
{
"label": "Accounting",
"groupId": 495,
"score": 89,
"stars": 0,
"csatScore": 89,
"text": "Petco's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 89
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 50,
"stars": 0,
"csatScore": 50,
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"scoreClassName": "",
"scoreLabel": 50
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 60,
"stars": 0,
"csatScore": 60,
"text": "Petco's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 60
},
{
"label": "Consulting",
"groupId": 511,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Petco's Customer Satisfaction score is rated by Consulting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Consumer Services",
"groupId": 514,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Petco's Customer Satisfaction score is rated by Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Education",
"groupId": 515,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Petco's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 20,
"stars": 0,
"csatScore": 20,
"text": "Petco's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 20
},
{
"label": "Non-Profit",
"groupId": 540,
"score": 0,
"stars": 0,
"csatScore": 0,
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"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Retail",
"groupId": 559,
"score": 17,
"stars": 0,
"csatScore": 17,
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"scoreClassName": "",
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}
]
}Petco Customer Satisfaction vs. Competitors
Compared to its competitors, Petco's Customer Satisfaction score is rated right above Pet Supplies Plus, and is preceded by Chewy.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Pet Valu | 77% |
| Chewy | 55% |
| Petco | 55% |
| Pet Supplies Plus | 52% |
| Rover.com | 48% |
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Petco Customer Service
3/5
Petco has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
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About Petco's Customer Service
Address
9125 Rehco Road, San Diego, CA 92121
Website
https://www.petco.com/
Phone Number
858-453-7845
Petco's Social Links
Quick Insights into Petco Customer Service
Petco's Customer Service score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Non-Profit industry.
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Ranked Petco Customer Service the Highest
Ranked Petco Customer Service the Lowest
Petco Customer Service Score by Gender
Female customers rated Petco's Customer Service score 0.4 stars higher than Male customers.
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Male
2.5/5
Female
2.9/5
Petco Customer Service Score by Ethnicity
Petco's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
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0
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 3 | African American/Black | 3 |
Asian or Pacific Islander 3.4 | Asian or Pacific Islander | 3.4 |
Other 1.6 | Other | 1.6 |
Petco Customer Service Score by Age
Petco's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 3.6 | 26-30 | 3.6 |
31-35 3.1 | 31-35 | 3.1 |
36-40 2.7 | 36-40 | 2.7 |
41-45 2.3 | 41-45 | 2.3 |
46-50 2.4 | 46-50 | 2.4 |
51-55 2.8 | 51-55 | 2.8 |
56-60 2.2 | 56-60 | 2.2 |
61-65 2.2 | 61-65 | 2.2 |
66+ 1.7 | 66+ | 1.7 |
Petco Customer Service Score by Usage
Petco's Customer Service score was rated the highest by customers who have used Petco's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Petco Customer Service Score by Industry
Petco's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Non-Profit industry customers.
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Petco Customer Service vs. Competitors
Compared to its competitors, Petco's Customer Service score is rated right above Rover.com, and is preceded by Pet Supplies Plus.
| COMPANY | Customer Service Score | |
|---|---|---|
| Pet Valu | 3.7/5 |
| Chewy | 3.3/5 |
| Pet Supplies Plus | 3.1/5 |
| Petco | 3/5 |
| Rover.com | 2.9/5 |
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Petco as an Employer
2.5/5
Petco has a 2.5/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Petco scored a -6 for Net Promoter Score and a -41 for Employee Net Promoter Score. NPS gauges how likely a customer of Petco would recommend the brand to a friend. ENPS measures how likely Petco employees would recommend working at Petco to a friend.
Net Promoter Score
-6
NPS Score
| 39% | Promoters |
|---|---|
| 16% | Passive |
| 45% | Detractors |
Employee Net Promoter Score
-41
eNPS Score
| 22% | Promoters |
|---|---|
| 15% | Passive |
| 63% | Detractors |
