37
NPS
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Roots Canada
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About Roots Canada's Brand
Retailer of men's and women's apparel and accessories created with a simple idea and a desire to make it happen. The company's leather aparel uses a state-of-the-art leather goods factory and a design centre in Toronto enabling them to sell genuine leather goods to their customers. It's product portfolio includes leather bags, athletic and lifestyle apparel, footwear, accessories and home furnishings. Among its major competitors, Roots Canada is ranked in 2nd place for NPS while lululemon is 1st, and Gap Inc. is 3rd.
Brand at a Glance
77%
Customer Loyalty
4.3/5
Product Quality
4/5
Pricing
4/5
Customer Service
Roots Canada Ranking
- #2 / 4 of its competitors
Roots Canada NPS
Roots Canada's Net Promoter Score (NPS) is a 37 with 54% Promoters, 29% Passives, and 17% Detractors. Net Promoter Score tracks whether Roots Canada's customers would recommend using the product based on a scale of -100 to 100.
Roots Canada Overall NPS
| 54% | Promoters |
|---|---|
| 29% | Passives |
| 17% | Detractors |
Roots Canada NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2023 39 | Jan 2023 | 39 |
Apr 2023 40 | Apr 2023 | 40 |
May 2023 36 | May 2023 | 36 |
Jul 2023 37 | Jul 2023 | 37 |
Sep 2023 35 | Sep 2023 | 35 |
Dec 2023 35 | Dec 2023 | 35 |
Mar 2024 36 | Mar 2024 | 36 |
Apr 2024 34 | Apr 2024 | 34 |
May 2024 35 | May 2024 | 35 |
Nov 2024 35 | Nov 2024 | 35 |
Jan 2025 36 | Jan 2025 | 36 |
Mar 2025 38 | Mar 2025 | 38 |
How Other Brands Compare
Roots Canada is ranked second for NPS among its competitors. lululemon and Gap Inc. come in first and third, with Old Navy 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.
Roots Canada NPS by Gender
Female customers rated Roots Canada's NPS 87 points higher than Male customers.
Male
0
Roots Canada's NPS was rated by Male customers on Comparably.
25%
Promoters
50%
Passives
25%
Detractors
Female
87
Roots Canada's NPS was rated 87 by Female customers on Comparably.
87%
Promoters
13%
Passives
0%
Detractors
Roots Canada NPS by Ethnicity
Roots Canada's NPS was rated 67 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 67 | Caucasian | 67 |
Roots Canada NPS by Age
Roots Canada's NPS was rated 86 points by customers ages 18-25 on Comparably.
Roots Canada NPS by Usage
Roots Canada's NPS was rated the highest by customers who have used Roots Canada's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 0 | 1 to 2 Years | 0 |
5 to 10 Years 67 | 5 to 10 Years | 67 |
Roots Canada NPS vs. Competitors
Compared to its competitors, Roots Canada's NPS is rated right above Gap Inc., and is preceded by lululemon.
| COMPANY | NPS Score | |
|---|---|---|
 | lululemon | 41 |
| Roots Canada | 37 |
 | Gap Inc. | 7 |
 | Old Navy | -4 |
Roots Canada Customer Reviews
Out of the 3 Roots Canada customer reviews 3 were positive and 0 were constructive. Roots Canada customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Roots Canada 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 Roots Canada 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?"
Roots Canada Customer Loyalty Score by Gender
Female customers rated Roots Canada's Customer Loyalty score 8% higher than Male customers.
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Male
70%
Yes
Female
78%
Yes
Roots Canada Customer Loyalty Score by Ethnicity
Roots Canada's Customer Loyalty score was rated 70% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Roots Canada.
70
out of 100
Caucasian
Roots Canada Customer Loyalty Score by Age
Roots Canada's Customer Loyalty score was rated 74% by customers ages 18-25 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 74% | 18-25 | 74% |
Roots Canada Customer Loyalty Score by Usage
Roots Canada's Customer Loyalty score was rated the highest by customers who have used Roots Canada's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Roots Canada Customer Loyalty Score by Industry
Roots Canada's Customer Loyalty score was rated 70% by Marketing, Advertising and Research industry customers.
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Roots Canada Customer Loyalty vs. Competitors
Compared to its competitors, Roots Canada's Customer Loyalty score is rated right above Old Navy, and is preceded by lululemon.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| lululemon | 83% |
| Roots Canada | 77% |
| Old Navy | 71% |
| Gap Inc. | 66% |
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Roots Canada Product Quality
4.3/5
Roots Canada has an overall Product Quality score of 4.3 out of 5 stars rated by its users and customers.
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Roots Canada Product Information
Roots Canada’s product quality score is a 4.3 out of 5 as rated by its users and customers. Reviewers from the Marketing, Advertising and Research industry rated Roots Canada's product the highest.
- Website
- www.roots.com
- Company Size
- 1,001-5,000 Employees
Quick Insights into Roots Canada Product Quality
Roots Canada's Product Quality score was rated highest by customers ages 18-25, and rated lowest by Male customers.
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Ranked Roots Canada Product Quality the Highest
Ranked Roots Canada Product Quality the Lowest
Roots Canada Product Quality Score by Gender
Female customers rated Roots Canada's Product Quality score 0.8 stars higher than Male customers.
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Male
3.9/5
Female
4.7/5
Roots Canada Product Quality Score by Ethnicity
Roots Canada's Product Quality score was rated 4.6 stars by Caucasian customers on Comparably.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.6 | Caucasian | 4.6 |
Roots Canada Product Quality Score by Age
Roots Canada's Product Quality score was rated 4.7 stars by customers ages 18-25 on Comparably.
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0
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2
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| Summary | Age | Score |
|---|---|---|
18-25 4.7 | 18-25 | 4.7 |
Roots Canada Product Quality Score by Usage
Roots Canada's Product Quality score was rated the highest by customers who have used Roots Canada's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Roots Canada Product Quality Score by Industry
Roots Canada's Product Quality score was rated 4.6 stars by Marketing, Advertising and Research industry customers.
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Roots Canada Product Quality vs. Competitors
Compared to its competitors, Roots Canada's Product Quality score is rated right above Gap Inc., and is preceded by lululemon.
| COMPANY | Product Quality Score | |
|---|---|---|
| lululemon | 4.3/5 |
| Roots Canada | 4.3/5 |
| Gap Inc. | 3.7/5 |
| Old Navy | 3.3/5 |
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Roots Canada Pricing
Roots Canada ROI & Value For Money
4/5
Roots Canada has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Roots Canada 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.
Quick Insights into Roots Canada ROI
Roots Canada's ROI score was rated highest by customers ages 18-25, and rated lowest by Male customers.
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Ranked Roots Canada ROI the Highest
Ranked Roots Canada ROI the Lowest
Roots Canada ROI Score by Gender
Female customers rated Roots Canada's ROI score 0.7 stars higher than Male customers.
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Male
3.7/5
Female
4.4/5
Roots Canada ROI Score by Ethnicity
Roots Canada's ROI score was rated 4.3 stars by Caucasian customers on Comparably.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
Roots Canada ROI Score by Age
Roots Canada's ROI score was rated 4.4 stars by customers ages 18-25 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
Roots Canada ROI Score by Usage
Roots Canada's ROI score was rated the highest by customers who have used Roots Canada's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Roots Canada ROI Score by Industry
Roots Canada's ROI score was rated 4.3 stars by Marketing, Advertising and Research industry customers.
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Roots Canada Pricing vs. Competitors
Compared to its competitors, Roots Canada's ROI score is rated right above lululemon.
| COMPANY | Pricing Score | |
|---|---|---|
| Roots Canada | 4/5 |
| lululemon | 3.9/5 |
| Gap Inc. | 3.5/5 |
| Old Navy | 3.2/5 |
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Roots Canada Customer Satisfaction (CSAT)
Roots Canada Customer Satisfaction (CSAT) Score
85 / 100
Roots Canada has an overall Customer Satisfaction score of 85 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
33%
Satisfied
52%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
0%
Very Dissatisfied
3%
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 Roots Canada Customer Satisfaction
Roots Canada's Customer Satisfaction score was rated highest by Female customers, and rated lowest by Male customers.
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Ranked Roots Canada Customer Satisfaction the Highest
Ranked Roots Canada Customer Satisfaction the Lowest
Roots Canada Customer Satisfaction Score by Gender
Female customers rated Roots Canada's Customer Satisfaction score 25 points higher than Male customers.
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75 / 100
MaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
100 / 100
FemaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Roots Canada Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Roots Canada's Customer Satisfaction (CSAT) score was rated 67% according to Caucasian users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
0%
Roots Canada Customer Satisfaction Score by Age
Roots Canada's Customer Satisfaction score was rated 80 points by customers ages 18-25 on Comparably.
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0
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 80% |
Roots Canada Customer Satisfaction Score by Usage
Roots Canada's Customer Satisfaction score was rated 75 points by customers who have used Roots Canada's products/services for 1 to 2 Years.
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Roots Canada Customer Satisfaction Score by Industry
Roots Canada's Customer Satisfaction score was rated 67 points by Marketing, Advertising and Research industry customers.
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}Roots Canada Customer Satisfaction vs. Competitors
Compared to its competitors, Roots Canada's Customer Satisfaction score is rated right above lululemon.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Roots Canada | 85% |
| lululemon | 84% |
| Gap Inc. | 72% |
| Old Navy | 61% |
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Roots Canada Customer Service
4/5
Roots Canada has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Roots Canada's Customer Service
Address
1400 Castlefield Avenue, Toronto, M6B 4C4
Website
www.roots.com
Quick Insights into Roots Canada Customer Service
Roots Canada's Customer Service score was rated highest by customers ages 18-25, and rated lowest by Male customers.
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Ranked Roots Canada Customer Service the Highest
Ranked Roots Canada Customer Service the Lowest
Roots Canada Customer Service Score by Gender
Female customers rated Roots Canada's Customer Service score 0.3 stars higher than Male customers.
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Male
4.1/5
Female
4.4/5
Roots Canada Customer Service Score by Ethnicity
Roots Canada's Customer Service score was rated 4.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Roots Canada.
0
20
40
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100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.8 | Caucasian | 4.8 |
Roots Canada Customer Service Score by Age
Roots Canada's Customer Service score was rated 4.8 stars by customers ages 18-25 on Comparably.
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0
20
40
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.8 | 18-25 | 4.8 |
Roots Canada Customer Service Score by Usage
Roots Canada's Customer Service score was rated the highest by customers who have used Roots Canada's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Roots Canada Customer Service Score by Industry
Roots Canada's Customer Service score was rated 4.8 stars by Marketing, Advertising and Research industry customers.
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Roots Canada Customer Service vs. Competitors
Compared to its competitors, Roots Canada's Customer Service score is rated right above Gap Inc., and is preceded by lululemon.
| COMPANY | Customer Service Score | |
|---|---|---|
| lululemon | 4.1/5 |
| Roots Canada | 4/5 |
| Gap Inc. | 3.6/5 |
| Old Navy | 3.1/5 |
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Roots Canada as an Employer
2.4/5
Roots Canada has a 2.4/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Roots Canada scored a 37 for Net Promoter Score and a -34 for Employee Net Promoter Score. NPS gauges how likely a customer of Roots Canada would recommend the brand to a friend. ENPS measures how likely Roots Canada employees would recommend working at Roots Canada to a friend.
Net Promoter Score
37
NPS Score
| 54% | Promoters |
|---|---|
| 29% | Passive |
| 17% | Detractors |
Employee Net Promoter Score
-34
eNPS Score
| 33% | Promoters |
|---|---|
| 0% | Passive |
| 67% | Detractors |
