10
NPS
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PetSmart is ranked #34 in Retail Brands
PetSmart is ranked #34 in Retail Brands
About PetSmart's Brand
There’s one thing that unites everyone who works at PetSmart: We all love pets. Cats, dogs, goldfish, parakeets, hamsters—you name it, we love them. Every day, we bring our passion together to create something amazing: a place for our many best friends to be healthy, happy and to keep those tails wagging! PetSmart’s brand is ranked #213 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of PetSmart. When compared to other organizations within the Retail industry, PetSmart is ranked #34. Among its major competitors, PetSmart is ranked in 2nd place for NPS while Blue Buffalo is 1st, and Pet Supplies Plus is 3rd.
Brand at a Glance
77%
Customer Loyalty
3.5/5
Product Quality
3.3/5
Pricing
3.5/5
Customer Service
PetSmart CMO
PetSmart Ranking
- #213 in Global Best Brands
- #34 in Retail
- #2 / 4 of its competitors
PetSmart NPS
PetSmart's Net Promoter Score (NPS) is a 10 with 45% Promoters, 20% Passives, and 35% Detractors. Net Promoter Score tracks whether PetSmart's customers would recommend using the product based on a scale of -100 to 100.
PetSmart Overall NPS
| 45% | Promoters |
|---|---|
| 20% | Passives |
| 35% | Detractors |
PetSmart NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2024 11 | Oct 2024 | 11 |
Nov 2024 11 | Nov 2024 | 11 |
Dec 2024 11 | Dec 2024 | 11 |
Feb 2025 11 | Feb 2025 | 11 |
Mar 2025 12 | Mar 2025 | 12 |
Apr 2025 10 | Apr 2025 | 10 |
May 2025 12 | May 2025 | 12 |
Jun 2025 12 | Jun 2025 | 12 |
Aug 2025 12 | Aug 2025 | 12 |
Sep 2025 10 | Sep 2025 | 10 |
Oct 2025 10 | Oct 2025 | 10 |
Nov 2025 10 | Nov 2025 | 10 |
How Other Brands Compare
PetSmart is ranked second for NPS among its competitors. Blue Buffalo and Pet Supplies Plus come in first and third, with Petco coming in at #4.
 PetSmart |  Blue Buffalo |  Pet Supplies Plus |  Petco | |
| Global Ranking | #213 | #- | #- | #- |
| NPS | 10 | 34 | 4 | -6 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | - | - | Neutral |
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.
PetSmart NPS by Gender
Female customers rated PetSmart's NPS 20 points higher than Male customers.
Male
-7
PetSmart's NPS was rated -7 by Male customers on Comparably.
34%
Promoters
25%
Passives
41%
Detractors
Female
13
PetSmart's NPS was rated 13 by Female customers on Comparably.
47%
Promoters
19%
Passives
34%
Detractors
PetSmart NPS by Ethnicity
PetSmart's NPS was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 12 | Caucasian | 12 |
Hispanic or Latino 20 | Hispanic or Latino | 20 |
African American/Black -46 | African American/Black | -46 |
Asian or Pacific Islander -14 | Asian or Pacific Islander | -14 |
Other 0 | Other | 0 |
PetSmart NPS by Age
PetSmart's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
PetSmart NPS by Usage
PetSmart's NPS was rated the highest by customers who have used PetSmart's products/services for Over 10 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 -43 | Less than 1 Year | -43 |
1 to 2 Years -25 | 1 to 2 Years | -25 |
2 to 5 Years 0 | 2 to 5 Years | 0 |
5 to 10 Years 7 | 5 to 10 Years | 7 |
Over 10 Years 11 | Over 10 Years | 11 |
PetSmart NPS vs. Competitors
Compared to its competitors, PetSmart's NPS is rated right above Pet Supplies Plus, and is preceded by Blue Buffalo.
| COMPANY | NPS Score | |
|---|---|---|
| Blue Buffalo | 34 |
| PetSmart | 10 |
| Pet Supplies Plus | 4 |
 | Pets at Home | N/A |
| Petco | -6 |
PetSmart NPS vs Companies in Retail
In the Retail industry, PetSmart's NPS is rated right below Chipotle.
| COMPANY | NPS Score | |
|---|---|---|
 | REI | 53 |
 | Costco | 50 |
 | Amazon | 49 |
 | Trader Joe's | 46 |
 | American Eagle Outfitters | 44 |
 | Bath & Body Works | 38 |
 | Target | 36 |
 | Chipotle | 16 |
| PetSmart | 10 |
PetSmart Customer Reviews
Out of the 17 PetSmart customer reviews 14 were positive and 3 were constructive. PetSmart customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
PetSmart Customer Loyalty
77%
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.
77% of PetSmart users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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PetSmart Customer Loyalty Score by Gender
Female customers rated PetSmart's Customer Loyalty score 10% higher than Male customers.
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Male
72%
Yes
Female
82%
Yes
PetSmart Customer Loyalty Score by Ethnicity
PetSmart's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
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81
out of 100
Caucasian
64
out of 100
Hispanic or Latino
84
out of 100
African American/Black
74
out of 100
Asian or Pacific Islander
73
out of 100
Other
PetSmart Customer Loyalty Score by Age
PetSmart's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 26-30.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 81% | 18-25 | 81% |
26-30 55% | 26-30 | 55% |
31-35 70% | 31-35 | 70% |
36-40 85% | 36-40 | 85% |
41-45 93% | 41-45 | 93% |
46-50 65% | 46-50 | 65% |
51-55 81% | 51-55 | 81% |
56-60 100% | 56-60 | 100% |
61-65 73% | 61-65 | 73% |
66+ 89% | 66+ | 89% |
PetSmart Customer Loyalty Score by Usage
PetSmart's Customer Loyalty score was rated the highest by customers who have used PetSmart's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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PetSmart Customer Loyalty Score by Industry
PetSmart's Customer Loyalty score was rated the highest by Biotech and Pharmaceuticals industry customers, and the lowest by Accounting industry customers.
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PetSmart Customer Loyalty vs. Competitors
Compared to its competitors, PetSmart's Customer Loyalty score is rated right above Blue Buffalo, and is preceded by Pet Supplies Plus.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Pet Supplies Plus | 83% |
| PetSmart | 77% |
| Blue Buffalo | 75% |
| Petco | 71% |
| Pets at Home | N/A |
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Customer Loyalty for Other Retail Brands
In the Retail industry, PetSmart's Customer Loyalty score is rated right above Chipotle, and is preceded by Target.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Costco | 89% |
| Amazon | 89% |
| REI | 87% |
| American Eagle Outfitters | 87% |
| Bath & Body Works | 87% |
| Trader Joe's | 86% |
| Target | 82% |
| PetSmart | 77% |
| Chipotle | 76% |
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PetSmart Product Quality
3.5/5
PetSmart has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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PetSmart Product Information
PetSmart’s product quality score is a 3.5 out of 5 as rated by its users and customers. Reviewers from the Construction industry rated PetSmart's product the highest. Reviewers from the Business and Consumer Services industry rated PetSmart the lowest at 3.5.
- Website
- https://careers.petsmart.com
- Company Size
- 10,000+ Employees
Industry
Retail
Quick Insights into PetSmart Product Quality
PetSmart's Product Quality score was rated highest by customers from the Construction industry, and rated lowest by customers from the Consumer Services industry.
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Ranked PetSmart Product Quality the Highest
Ranked PetSmart Product Quality the Lowest
PetSmart Product Quality Score by Gender
Female customers rated PetSmart's Product Quality score 0.2 stars higher than Male customers.
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Male
3.5/5
Female
3.7/5
PetSmart Product Quality Score by Ethnicity
PetSmart's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
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0
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5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
Hispanic or Latino 4.4 | Hispanic or Latino | 4.4 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Other 3.3 | Other | 3.3 |
PetSmart Product Quality Score by Age
PetSmart's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
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2
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| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 3.4 | 26-30 | 3.4 |
31-35 3 | 31-35 | 3 |
36-40 3.5 | 36-40 | 3.5 |
41-45 3.7 | 41-45 | 3.7 |
46-50 3.7 | 46-50 | 3.7 |
51-55 3.5 | 51-55 | 3.5 |
56-60 4.1 | 56-60 | 4.1 |
61-65 2.8 | 61-65 | 2.8 |
66+ 3 | 66+ | 3 |
PetSmart Product Quality Score by Usage
PetSmart's Product Quality score was rated the highest by customers who have used PetSmart's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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PetSmart Product Quality Score by Industry
PetSmart's Product Quality score was rated the highest by Construction industry customers, and the lowest by Consumer Services industry customers.
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PetSmart Product Quality vs. Competitors
Compared to its competitors, PetSmart's Product Quality score is rated right above Blue Buffalo.
| COMPANY | Product Quality Score | |
|---|---|---|
| PetSmart | 3.5/5 |
| Blue Buffalo | 3.4/5 |
| Pet Supplies Plus | 3.3/5 |
| Petco | 3.1/5 |
| Pets at Home | N/A |
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Product Quality for Other Retail Brands
In the Retail industry, PetSmart's Product Quality score is rated right below Chipotle.
| COMPANY | Product Quality Score | |
|---|---|---|
| REI | 4.3/5 |
| Costco | 4.3/5 |
| Amazon | 4.2/5 |
| Trader Joe's | 4.2/5 |
| American Eagle Outfitters | 4.2/5 |
| Bath & Body Works | 4.1/5 |
| Target | 4.1/5 |
| Chipotle | 3.8/5 |
| PetSmart | 3.5/5 |
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PetSmart Pricing
PetSmart ROI & Value For Money
3.3/5
PetSmart has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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PetSmart 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 Marketing, Advertising and Research industry. The users from the Fashion and Beauty industry think that they had the lowest ROI from PetSmart.
Quick Insights into PetSmart ROI
PetSmart's ROI score was rated highest by customers from the Marketing, Advertising and Research industry, and rated lowest by customers from the Fashion and Beauty industry.
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Ranked PetSmart ROI the Highest
Ranked PetSmart ROI the Lowest
PetSmart ROI Score by Gender
Female customers rated PetSmart's ROI score 0.1 stars higher than Male customers.
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Male
3.3/5
Female
3.4/5
PetSmart ROI Score by Ethnicity
PetSmart's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
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3
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
African American/Black 2.2 | African American/Black | 2.2 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 3 | Other | 3 |
PetSmart ROI Score by Age
PetSmart's ROI score was rated the highest by customers ages 56-60, and the lowest by customers ages 66+.
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0
1
2
3
4
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| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 3 | 26-30 | 3 |
31-35 3.3 | 31-35 | 3.3 |
36-40 3.4 | 36-40 | 3.4 |
41-45 3.5 | 41-45 | 3.5 |
46-50 3.5 | 46-50 | 3.5 |
51-55 3.3 | 51-55 | 3.3 |
56-60 4 | 56-60 | 4 |
61-65 2.6 | 61-65 | 2.6 |
66+ 2.6 | 66+ | 2.6 |
PetSmart ROI Score by Usage
PetSmart's ROI score was rated the highest by customers who have used PetSmart's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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PetSmart ROI Score by Industry
PetSmart's ROI score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Fashion and Beauty industry customers.
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PetSmart Pricing vs. Competitors
Compared to its competitors, PetSmart's ROI score is rated right above Pet Supplies Plus, and is preceded by Blue Buffalo.
| COMPANY | Pricing Score | |
|---|---|---|
| Blue Buffalo | 3.6/5 |
| PetSmart | 3.3/5 |
| Pet Supplies Plus | 3.3/5 |
| Petco | 3/5 |
| Pets at Home | N/A |
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ROI for Other Retail Brands
In the Retail industry, PetSmart's ROI score is rated right below Chipotle.
| COMPANY | Pricing Score | |
|---|---|---|
| Costco | 4.1/5 |
| Amazon | 4.1/5 |
| REI | 4.1/5 |
| Trader Joe's | 4/5 |
| Target | 3.9/5 |
| American Eagle Outfitters | 3.8/5 |
| Bath & Body Works | 3.8/5 |
| Chipotle | 3.5/5 |
| PetSmart | 3.3/5 |
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PetSmart Customer Satisfaction (CSAT)
PetSmart Customer Satisfaction (CSAT) Score
62 / 100
PetSmart has an overall Customer Satisfaction score of 62 rated by its users and customers.
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Very Satisfied
39%
Satisfied
23%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
5%
Very Dissatisfied
18%
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 PetSmart Customer Satisfaction
PetSmart's Customer Satisfaction score was rated highest by customers ages 56-60, and rated lowest by African American/Black customers.
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Ranked PetSmart Customer Satisfaction the Highest
Ranked PetSmart Customer Satisfaction the Lowest
PetSmart Customer Satisfaction Score by Gender
Female customers rated PetSmart's Customer Satisfaction score 4 points higher than Male customers.
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64 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 8% | |
Dissatisfied | 12% | |
Very Dissatisfied | 16% |
68 / 100
FemaleVery Satisfied | 46% | |
|---|---|---|
Satisfied | 22% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 3% | |
Very Dissatisfied | 19% |
PetSmart Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
PetSmart's Customer Satisfaction (CSAT) score was rated 75% according to Caucasian users and customers.
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75 / 100
Very Satisfied
48%
Satisfied
27%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
3%
Very Dissatisfied
15%
CSAT according to Hispanic or Latino
PetSmart's Customer Satisfaction (CSAT) score was rated 60% according to Hispanic or Latino users and customers.
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60 / 100
Very Satisfied
40%
Satisfied
20%
Neither Satisfied nor Dissatisfied
40%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
PetSmart's Customer Satisfaction (CSAT) score was rated 28% according to African American/Black users and customers.
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28 / 100
Very Satisfied
28%
Satisfied
0%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
27%
Very Dissatisfied
27%
CSAT according to Asian or Pacific Islander
PetSmart's Customer Satisfaction (CSAT) score was rated 50% according to Asian or Pacific Islander users and customers.
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50 / 100
Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to Other
PetSmart's Customer Satisfaction (CSAT) score was rated 78% according to Other users and customers.
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78 / 100
Very Satisfied
34%
Satisfied
44%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
22%
PetSmart Customer Satisfaction Score by Age
PetSmart's Customer Satisfaction score was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 81% | |||||||||||||||
| 26-30 | 73% | |||||||||||||||
| 31-35 | 63% | |||||||||||||||
| 36-40 | 50% | |||||||||||||||
| 41-45 | 60% | |||||||||||||||
| 46-50 | 89% | |||||||||||||||
| 51-55 | 63% | |||||||||||||||
| 56-60 | 100% | |||||||||||||||
| 61-65 | 30% | |||||||||||||||
| 66+ | 57% |
PetSmart Customer Satisfaction Score by Usage
PetSmart's Customer Satisfaction score was rated the highest by customers who have used PetSmart's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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PetSmart Customer Satisfaction Score by Industry
PetSmart's Customer Satisfaction score was rated the highest by Construction industry customers, and the lowest by Aerospace and Aviation industry customers.
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{
"title": "PetSmart Customer Satisfaction Score by Industry",
"text": "PetSmart's Customer Satisfaction score was rated the highest by Construction industry customers, and the lowest by Aerospace and Aviation industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 78,
"stars": 0,
"csatScore": 78,
"text": "PetSmart's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 78
},
{
"label": "Accounting",
"groupId": 495,
"score": 83,
"stars": 0,
"csatScore": 83,
"text": "PetSmart's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 83
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 40,
"stars": 0,
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"text": "PetSmart's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
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},
{
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"groupId": 504,
"score": 60,
"stars": 0,
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"text": "PetSmart's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 60
},
{
"label": "Construction",
"groupId": 510,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "PetSmart's Customer Satisfaction score is rated by Construction customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Education",
"groupId": 515,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "PetSmart's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 84,
"stars": 0,
"csatScore": 84,
"text": "PetSmart's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 84
},
{
"label": "Non-Profit",
"groupId": 540,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "PetSmart's Customer Satisfaction score is rated by Non-Profit customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Retail",
"groupId": 559,
"score": 63,
"stars": 0,
"csatScore": 63,
"text": "PetSmart's Customer Satisfaction score is rated by Retail customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 63
}
]
}PetSmart Customer Satisfaction vs. Competitors
Compared to its competitors, PetSmart's Customer Satisfaction score is rated right above Petco, and is preceded by Blue Buffalo.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Blue Buffalo | 69% |
| PetSmart | 62% |
| Petco | 55% |
| Pet Supplies Plus | 52% |
| Pets at Home | 0% |
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Customer Satisfaction for Other Retail Brands
In the Retail industry, PetSmart's Customer Satisfaction score is rated right above Chipotle, and is preceded by Trader Joe's.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| REI | 85% |
| Costco | 84% |
| Amazon | 84% |
| American Eagle Outfitters | 82% |
| Bath & Body Works | 81% |
| Target | 79% |
| Trader Joe's | 79% |
| PetSmart | 62% |
| Chipotle | 62% |
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PetSmart Customer Service
3.5/5
PetSmart has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About PetSmart's Customer Service
Address
19601 N 27th Avenue, Phoenix, AZ 85027
Website
https://careers.petsmart.com
Phone Number
623-580-6100
PetSmart's Social Links
Quick Insights into PetSmart Customer Service
PetSmart's Customer Service score was rated highest by customers from the Marketing, Advertising and Research industry, and rated lowest by customers from the Consumer Services industry.
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Ranked PetSmart Customer Service the Highest
Ranked PetSmart Customer Service the Lowest
PetSmart Customer Service Score by Gender
Female customers rated PetSmart's Customer Service score 0.1 stars higher than Male customers.
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Male
3.5/5
Female
3.6/5
PetSmart Customer Service Score by Ethnicity
PetSmart's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
Hispanic or Latino 4.2 | Hispanic or Latino | 4.2 |
African American/Black 2.2 | African American/Black | 2.2 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 3.1 | Other | 3.1 |
PetSmart Customer Service Score by Age
PetSmart's Customer Service score was rated the highest by customers ages 56-60, and the lowest by customers ages 66+.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 3.2 | 26-30 | 3.2 |
31-35 2.9 | 31-35 | 2.9 |
36-40 4 | 36-40 | 4 |
41-45 3.6 | 41-45 | 3.6 |
46-50 3.5 | 46-50 | 3.5 |
51-55 3.5 | 51-55 | 3.5 |
56-60 4.3 | 56-60 | 4.3 |
61-65 2.8 | 61-65 | 2.8 |
66+ 2.7 | 66+ | 2.7 |
PetSmart Customer Service Score by Usage
PetSmart's Customer Service score was rated the highest by customers who have used PetSmart's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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PetSmart Customer Service Score by Industry
PetSmart's Customer Service score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Consumer Services industry customers.
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PetSmart Customer Service vs. Competitors
Compared to its competitors, PetSmart's Customer Service score is rated right above Pet Supplies Plus, and is preceded by Blue Buffalo.
| COMPANY | Customer Service Score | |
|---|---|---|
| Blue Buffalo | 3.7/5 |
| PetSmart | 3.5/5 |
| Pet Supplies Plus | 3.1/5 |
| Petco | 3/5 |
| Pets at Home | N/A |
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Customer Service for Other Retail Brands
In the Retail industry, PetSmart's Customer Service score is rated right below Chipotle.
| COMPANY | Customer Service Score | |
|---|---|---|
| REI | 4.4/5 |
| Costco | 4.2/5 |
| Amazon | 4.2/5 |
| Trader Joe's | 4.2/5 |
| American Eagle Outfitters | 4/5 |
| Target | 4/5 |
| Bath & Body Works | 4/5 |
| Chipotle | 3.6/5 |
| PetSmart | 3.5/5 |
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Consumer vs. Employees
PetSmart scored a 10 for Net Promoter Score and a -35 for Employee Net Promoter Score. NPS gauges how likely a customer of PetSmart would recommend the brand to a friend. ENPS measures how likely PetSmart employees would recommend working at PetSmart to a friend.
Net Promoter Score
10
NPS Score
| 45% | Promoters |
|---|---|
| 20% | Passive |
| 35% | Detractors |
Employee Net Promoter Score
-35
eNPS Score
| 23% | Promoters |
|---|---|
| 19% | Passive |
| 58% | Detractors |
Global Ranking Snapshot
PetSmart is ranked #213 in the Global Top 100 Brands. It ranks just behind Lexus and just ahead of Pfizer.
Retail Ranking Snapshot
PetSmart is ranked #34 in the Retail Industry. It ranks just behind Zappos and just ahead of H&M.
| RANK | COMPANY | Location | |
|---|---|---|---|
32 |  | Sherwin-Williams | Cleveland, OH |
33 |  | Zappos | Las Vegas, NV |
34 | | PetSmart | Phoenix, AZ |
35 |  | H&M | Stockholm |
36 |  | Zumiez | Lynnwood, WA |
37 |  | Ulta Beauty | Bolingbrook, IL |
38 |  | QVC | West Chester, PA |
