-6
NPS
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The Salvation Army
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About The Salvation Army's Brand
The Salvation Army's mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination. We do that in nearly every zip code of the United States, providing food, housing assistance, substance abuse recovery programs, domestic violence assistance, after school programs for youth, summer camps, senior programming, and more. Among its major competitors, The Salvation Army is ranked in 4th place for NPS while Red Cross is 1st, and Marriott is 2nd. Overall, The Salvation Army 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
2.9/5
Pricing
3/5
Customer Service
The Salvation Army Ranking
- #4 / 4 of its competitors
The Salvation Army NPS
The Salvation Army's Net Promoter Score (NPS) is a -6 with 40% Promoters, 14% Passives, and 46% Detractors. Net Promoter Score tracks whether The Salvation Army's customers would recommend using the product based on a scale of -100 to 100.
The Salvation Army Overall NPS
| 40% | Promoters |
|---|---|
| 14% | Passives |
| 46% | Detractors |
The Salvation Army NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2024 -8 | Jul 2024 | -8 |
Sep 2024 -7 | Sep 2024 | -7 |
Oct 2024 -7 | Oct 2024 | -7 |
Nov 2024 -7 | Nov 2024 | -7 |
Dec 2024 -7 | Dec 2024 | -7 |
Jan 2025 -7 | Jan 2025 | -7 |
Mar 2025 -8 | Mar 2025 | -8 |
May 2025 -8 | May 2025 | -8 |
Jul 2025 -8 | Jul 2025 | -8 |
Sep 2025 -8 | Sep 2025 | -8 |
Dec 2025 -8 | Dec 2025 | -8 |
Jan 2026 -7 | Jan 2026 | -7 |
How Other Brands Compare
The Salvation Army is ranked #4 for NPS among its competitors. Red Cross and Marriott come in first and second, with savers coming in at third.
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.
The Salvation Army NPS by Gender
Male customers rated The Salvation Army's NPS 10 points higher than Female customers.
Male
-24
The Salvation Army's NPS was rated -24 by Male customers on Comparably.
35%
Promoters
6%
Passives
59%
Detractors
Female
-34
The Salvation Army's NPS was rated -34 by Female customers on Comparably.
28%
Promoters
10%
Passives
62%
Detractors
The Salvation Army NPS by Ethnicity
The Salvation Army's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -43 | Caucasian | -43 |
Hispanic or Latino -72 | Hispanic or Latino | -72 |
African American/Black 16 | African American/Black | 16 |
Asian or Pacific Islander 100 | Asian or Pacific Islander | 100 |
Other -92 | Other | -92 |
The Salvation Army NPS by Age
The Salvation Army's NPS was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
The Salvation Army NPS by Usage
The Salvation Army's NPS was rated the highest by customers who have used The Salvation Army's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -27 | Less than 1 Year | -27 |
1 to 2 Years -42 | 1 to 2 Years | -42 |
2 to 5 Years 25 | 2 to 5 Years | 25 |
5 to 10 Years -20 | 5 to 10 Years | -20 |
Over 10 Years -32 | Over 10 Years | -32 |
The Salvation Army NPS vs. Competitors
Compared to its competitors, The Salvation Army's NPS is rated right above Goodwill, and is preceded by savers.
| COMPANY | NPS Score | |
|---|---|---|
 | Red Cross | 50 |
 | Marriott | 15 |
 | savers | -4 |
| The Salvation Army | -6 |
 | Goodwill | -16 |
The Salvation Army Customer Reviews
Out of the 24 The Salvation Army customer reviews 11 were positive and 13 were constructive. The Salvation Army 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
The Salvation Army 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 The Salvation Army users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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The Salvation Army Customer Loyalty Score by Gender
Female customers rated The Salvation Army's Customer Loyalty score 17% higher than Male customers.
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Male
64%
Yes
Female
81%
Yes
The Salvation Army Customer Loyalty Score by Ethnicity
The Salvation Army's Customer Loyalty score was rated the highest by Asian or Pacific Islander 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 The Salvation Army.
77
out of 100
Caucasian
74
out of 100
Hispanic or Latino
65
out of 100
African American/Black
100
out of 100
Asian or Pacific Islander
65
out of 100
Other
The Salvation Army Customer Loyalty Score by Age
The Salvation Army's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 66% | 18-25 | 66% |
26-30 64% | 26-30 | 64% |
31-35 74% | 31-35 | 74% |
36-40 60% | 36-40 | 60% |
41-45 76% | 41-45 | 76% |
46-50 74% | 46-50 | 74% |
51-55 100% | 51-55 | 100% |
56-60 70% | 56-60 | 70% |
61-65 81% | 61-65 | 81% |
66+ 79% | 66+ | 79% |
The Salvation Army Customer Loyalty Score by Usage
The Salvation Army's Customer Loyalty score was rated the highest by customers who have used The Salvation Army's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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The Salvation Army Customer Loyalty Score by Industry
The Salvation Army's Customer Loyalty score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Consumer Services industry customers.
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The Salvation Army Customer Loyalty vs. Competitors
Compared to its competitors, The Salvation Army's Customer Loyalty score is rated right above Goodwill, and is preceded by savers.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Red Cross | 100% |
| Marriott | 81% |
| savers | 79% |
| The Salvation Army | 71% |
| Goodwill | 67% |
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The Salvation Army Product Quality
3.1/5
The Salvation Army has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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The Salvation Army Product Information
The Salvation Army’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Non-Profit industry rated The Salvation Army's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated The Salvation Army the lowest at 2.7.
- Company Size
- 10,000+ Employees
Industry
Non-Profit
Quick Insights into The Salvation Army Product Quality
The Salvation Army's Product Quality score was rated highest by customers from the Non-Profit industry, and rated lowest by Hispanic or Latino customers.
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Ranked The Salvation Army Product Quality the Highest
Ranked The Salvation Army Product Quality the Lowest
The Salvation Army Product Quality Score by Gender
The Salvation Army's Product Quality score was rated 2.6 by both Female and Male customers on Comparably.
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Male
2.6/5
Female
2.6/5
The Salvation Army Product Quality Score by Ethnicity
The Salvation Army's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of The Salvation Army.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 3.2 | African American/Black | 3.2 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Other 2 | Other | 2 |
The Salvation Army Product Quality Score by Age
The Salvation Army's Product Quality score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.4 | 18-25 | 3.4 |
26-30 2.5 | 26-30 | 2.5 |
31-35 2.2 | 31-35 | 2.2 |
36-40 2 | 36-40 | 2 |
41-45 2.6 | 41-45 | 2.6 |
46-50 2.4 | 46-50 | 2.4 |
51-55 4.6 | 51-55 | 4.6 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2.4 | 61-65 | 2.4 |
66+ 3 | 66+ | 3 |
The Salvation Army Product Quality Score by Usage
The Salvation Army's Product Quality score was rated the highest by customers who have used The Salvation Army's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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The Salvation Army Product Quality Score by Industry
The Salvation Army's Product Quality score was rated the highest by Non-Profit industry customers, and the lowest by Consumer Goods industry customers.
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The Salvation Army Product Quality vs. Competitors
Compared to its competitors, The Salvation Army's Product Quality score is rated right above Goodwill, and is preceded by savers.
| COMPANY | Product Quality Score | |
|---|---|---|
| Red Cross | 4/5 |
| Marriott | 3.5/5 |
| savers | 3.3/5 |
| The Salvation Army | 3.1/5 |
| Goodwill | 2.9/5 |
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The Salvation Army Pricing
The Salvation Army ROI & Value For Money
2.9/5
The Salvation Army has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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The Salvation Army 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 Non-Profit industry. The users from the Arts and Entertainment industry think that they had the lowest ROI from The Salvation Army.
Quick Insights into The Salvation Army ROI
The Salvation Army's ROI score was rated highest by customers from the Non-Profit industry, and rated lowest by customers from the Consumer Goods industry.
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Ranked The Salvation Army ROI the Highest
Ranked The Salvation Army ROI the Lowest
The Salvation Army ROI Score by Gender
Male customers rated The Salvation Army's ROI score 0.2 stars higher than Female customers.
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Male
2.6/5
Female
2.4/5
The Salvation Army ROI Score by Ethnicity
The Salvation Army's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of The Salvation Army.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 1.7 | Hispanic or Latino | 1.7 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 4.5 | Asian or Pacific Islander | 4.5 |
Other 2.1 | Other | 2.1 |
The Salvation Army ROI Score by Age
The Salvation Army's ROI score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of The Salvation Army.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.7 | 18-25 | 2.7 |
26-30 1.8 | 26-30 | 1.8 |
31-35 1.6 | 31-35 | 1.6 |
36-40 1.8 | 36-40 | 1.8 |
41-45 3 | 41-45 | 3 |
46-50 2.3 | 46-50 | 2.3 |
51-55 4.1 | 51-55 | 4.1 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2.5 | 61-65 | 2.5 |
66+ 2.9 | 66+ | 2.9 |
The Salvation Army ROI Score by Usage
The Salvation Army's ROI score was rated the highest by customers who have used The Salvation Army's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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The Salvation Army ROI Score by Industry
The Salvation Army's ROI score was rated the highest by Non-Profit industry customers, and the lowest by Consumer Goods industry customers.
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The Salvation Army Pricing vs. Competitors
Compared to its competitors, The Salvation Army's ROI score is rated right above Goodwill, and is preceded by savers.
| COMPANY | Pricing Score | |
|---|---|---|
| Red Cross | 3.5/5 |
| Marriott | 3.4/5 |
| savers | 3/5 |
| The Salvation Army | 2.9/5 |
| Goodwill | 2.7/5 |
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The Salvation Army Customer Satisfaction (CSAT)
The Salvation Army Customer Satisfaction (CSAT) Score
45 / 100
The Salvation Army has an overall Customer Satisfaction score of 45 rated by its users and customers.
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Very Satisfied
26%
Satisfied
19%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
7%
Very Dissatisfied
39%
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 The Salvation Army Customer Satisfaction
The Salvation Army's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Consumer Services industry.
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Ranked The Salvation Army Customer Satisfaction the Highest
Ranked The Salvation Army Customer Satisfaction the Lowest
The Salvation Army Customer Satisfaction Score by Gender
Female customers rated The Salvation Army's Customer Satisfaction score 2 points higher than Male customers.
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39 / 100
MaleVery Satisfied | 26% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 3% | |
Very Dissatisfied | 45% |
41 / 100
FemaleVery Satisfied | 22% | |
|---|---|---|
Satisfied | 19% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 9% | |
Very Dissatisfied | 46% |
The Salvation Army Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
The Salvation Army's Customer Satisfaction (CSAT) score was rated 36% according to Caucasian users and customers.
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36 / 100
Very Satisfied
23%
Satisfied
13%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
6%
Very Dissatisfied
47%
CSAT according to Hispanic or Latino
The Salvation Army's Customer Satisfaction (CSAT) score was rated 14% according to Hispanic or Latino users and customers.
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14 / 100
Very Satisfied
0%
Satisfied
14%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
15%
Very Dissatisfied
57%
CSAT according to African American/Black
The Salvation Army's Customer Satisfaction (CSAT) score was rated 61% according to African American/Black users and customers.
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61 / 100
Very Satisfied
46%
Satisfied
15%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
8%
Very Dissatisfied
31%
CSAT according to Asian or Pacific Islander
The Salvation Army's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
The Salvation Army's Customer Satisfaction (CSAT) score was rated 30% according to Other users and customers.
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30 / 100
Very Satisfied
7%
Satisfied
23%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
8%
Very Dissatisfied
62%
The Salvation Army Customer Satisfaction Score by Age
The Salvation Army's Customer Satisfaction score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 71% | |||||||||||||||
| 26-30 | 40% | |||||||||||||||
| 31-35 | 33% | |||||||||||||||
| 36-40 | 33% | |||||||||||||||
| 41-45 | 38% | |||||||||||||||
| 46-50 | 43% | |||||||||||||||
| 51-55 | 83% | |||||||||||||||
| 56-60 | 0% | |||||||||||||||
| 61-65 | 30% | |||||||||||||||
| 66+ | 43% |
The Salvation Army Customer Satisfaction Score by Usage
The Salvation Army's Customer Satisfaction score was rated the highest by customers who have used The Salvation Army's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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The Salvation Army Customer Satisfaction Score by Industry
The Salvation Army's Customer Satisfaction score was rated the highest by Non-Profit industry customers, and the lowest by Consumer Services industry customers.
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{
"title": "The Salvation Army Customer Satisfaction Score by Industry",
"text": "The Salvation Army's Customer Satisfaction score was rated the highest by Non-Profit industry customers, and the lowest by Consumer Services industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 14,
"stars": 0,
"csatScore": 14,
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"groupId": 496,
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"scoreClassName": "",
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{
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"groupId": 513,
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"groupId": 514,
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"scoreClassName": "",
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{
"label": "Education",
"groupId": 515,
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"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 38,
"stars": 0,
"csatScore": 38,
"text": "The Salvation Army's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
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},
{
"label": "Non-Profit",
"groupId": 540,
"score": 100,
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"scoreClassName": "max",
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},
{
"label": "Retail",
"groupId": 559,
"score": 75,
"stars": 0,
"csatScore": 75,
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"scoreClassName": "",
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},
{
"label": "Warehousing",
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"scoreClassName": "",
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]
}The Salvation Army Customer Satisfaction vs. Competitors
Compared to its competitors, The Salvation Army's Customer Satisfaction score is rated right below Goodwill.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Red Cross | 100% |
| savers | 70% |
| Marriott | 64% |
| Goodwill | 52% |
| The Salvation Army | 45% |
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The Salvation Army Customer Service
3/5
The Salvation Army has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
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About The Salvation Army's Customer Service
Address
615 Slaters Ln, Alexandria, VA 22314
Website
https://www.salvationarmyusa.org/
Phone Number
703-299-5500
The Salvation Army's Social Links
Quick Insights into The Salvation Army Customer Service
The Salvation Army's Customer Service score was rated highest by customers ages 51-55, and rated lowest by Other customers.
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Ranked The Salvation Army Customer Service the Highest
Ranked The Salvation Army Customer Service the Lowest
The Salvation Army Customer Service Score by Gender
Male customers rated The Salvation Army's Customer Service score 0.2 stars higher than Female customers.
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Male
2.6/5
Female
2.4/5
The Salvation Army Customer Service Score by Ethnicity
The Salvation Army's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of The Salvation Army.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 1.7 | Hispanic or Latino | 1.7 |
African American/Black 2.9 | African American/Black | 2.9 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Other 1.5 | Other | 1.5 |
The Salvation Army Customer Service Score by Age
The Salvation Army's Customer Service score was rated the highest by customers ages 51-55, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 2.7 | 18-25 | 2.7 |
26-30 2.4 | 26-30 | 2.4 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.6 | 36-40 | 1.6 |
41-45 2.6 | 41-45 | 2.6 |
46-50 2.4 | 46-50 | 2.4 |
51-55 4.8 | 51-55 | 4.8 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2.2 | 61-65 | 2.2 |
66+ 2.8 | 66+ | 2.8 |
The Salvation Army Customer Service Score by Usage
The Salvation Army's Customer Service score was rated the highest by customers who have used The Salvation Army's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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The Salvation Army Customer Service Score by Industry
The Salvation Army's Customer Service score was rated the highest by Warehousing industry customers, and the lowest by Consumer Goods industry customers.
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The Salvation Army Customer Service vs. Competitors
Compared to its competitors, The Salvation Army's Customer Service score is rated right above Goodwill, and is preceded by savers.
| COMPANY | Customer Service Score | |
|---|---|---|
| Red Cross | 3.5/5 |
| Marriott | 3.4/5 |
| savers | 3.3/5 |
| The Salvation Army | 3/5 |
| Goodwill | 3/5 |
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The Salvation Army as an Employer
3.0/5
The Salvation Army has a 3.0/5 stars for its overall company culture rated by their employees
bottom
45%
CEO of The Salvation Army
In the Bottom 45% of Similar Sized Companies on Comparably.
Consumer vs. Employees
The Salvation Army scored a -6 for Net Promoter Score and a -8 for Employee Net Promoter Score. NPS gauges how likely a customer of The Salvation Army would recommend the brand to a friend. ENPS measures how likely The Salvation Army employees would recommend working at The Salvation Army to a friend.
Net Promoter Score
-6
NPS Score
| 40% | Promoters |
|---|---|
| 14% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
-8
eNPS Score
| 38% | Promoters |
|---|---|
| 16% | Passive |
| 46% | Detractors |
