Samsonite NPS & Customer Reviews

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Samsonite

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About Samsonite's Brand

Samsonite International S.A. is an American luggage manufacturer and retailer Among its major competitors, Samsonite is ranked in 3rd place for NPS while Tumi Holdings is 1st, and V.F. Corporation is 2nd.

Brand at a Glance

72%

Customer Loyalty

3.5/5

Product Quality

3.6/5

Pricing

3.7/5

Customer Service

Samsonite Ranking

^#2 / 4 of its competitors

Samsonite NPS

Samsonite's Net Promoter Score (NPS) is a 21 with 50% Promoters, 21% Passives, and 29% Detractors. Net Promoter Score tracks whether Samsonite's customers would recommend using the product based on a scale of -100 to 100.

Samsonite Overall NPS

NPS

50%	Promoters
21%	Passives
29%	Detractors

Samsonite NPS Trend

-100

-50

100

Summary	Date	Score
Dec 2023 24	Dec 2023	24
Jan 2024 24	Jan 2024	24
Feb 2024 22	Feb 2024	22
Mar 2024 23	Mar 2024	23
Apr 2024 20	Apr 2024	20
May 2024 21	May 2024	21
Jun 2024 23	Jun 2024	23
Jul 2024 24	Jul 2024	24
Sep 2024 22	Sep 2024	22
Nov 2024 17	Nov 2024	17
Dec 2024 20	Dec 2024	20
Feb 2025 22	Feb 2025	22

How Other Brands Compare

Samsonite is ranked second for NPS among its competitors. V.F. Corporation and Gap Inc. come in first and third, with Dufry Group coming in at #4.

	Samsonite	Gap Inc.	V.F. Corporation	Dufry Group
Global Ranking	#-	#134	#-	#-
NPS	21	7	32	0
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	-	-
Valuation Updated every 24 hours for public companies	-	$3.54B	$31.14B	$4.66B

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.

Samsonite NPS by Gender

Samsonite's NPS was rated 0 by both Female and Male customers on Comparably.

Male

Samsonite's NPS was rated by Male customers on Comparably.

40%

Promoters

20%

Passives

40%

Detractors

Female

Samsonite's NPS was rated by Female customers on Comparably.

50%

Promoters

Passives

50%

Detractors

Samsonite NPS by Ethnicity

Samsonite's NPS was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -20	Caucasian	-20
Asian or Pacific Islander -34	Asian or Pacific Islander	-34
Other 0	Other	0

Samsonite NPS by Age

Samsonite's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.

100

Summary

Age

Promoters

Passives

Detractors

18-25

100%

51-55

33%

67%

Samsonite NPS by Usage

Samsonite's NPS was rated the highest by customers who have used Samsonite's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

-100

-50

100

Summary	Usage	Score
2 to 5 Years 50	2 to 5 Years	50
Over 10 Years -39	Over 10 Years	-39

Samsonite NPS vs. Competitors

Compared to its competitors, Samsonite's NPS is rated right above Gap Inc., and is preceded by V.F. Corporation.

COMPANY		NPS Score
	Tumi Holdings	100
	V.F. Corporation	32
	Samsonite	21
	Gap Inc.	7
	Dufry Group	0
	Mobile Edge	N/A
	Rimowa	-34
	Targus	-45
	Solo	-100

Samsonite Customer Reviews

Out of the 3 Samsonite customer reviews 2 were positive and 1 was constructive. Samsonite 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

Samsonite Customer Loyalty

72%

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.

72% of Samsonite users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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72%

28%

Samsonite Customer Loyalty Score by Gender

Male customers rated Samsonite's Customer Loyalty score 45% higher than Female customers.

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Male

100%

Yes

Female

55%

Yes

Samsonite Customer Loyalty Score by Ethnicity

Samsonite's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.

% who answered "Yes"

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out of 100

Caucasian

out of 100

Asian or Pacific Islander

100

out of 100

Other

Samsonite Customer Loyalty Score by Age

Samsonite's Customer Loyalty score was rated 70% by customers ages 18-25 and customers ages 51-55 on Comparably.

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20%

40%

60%

80%

100%

Summary	Age	Score
18-25 70%	18-25	70%
51-55 70%	51-55	70%

Samsonite Customer Loyalty Score by Usage

Samsonite's Customer Loyalty score was rated 78% by customers who have used Samsonite's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.

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2 to 5 Years	78%
Over 10 Years	78%

Samsonite Customer Loyalty Score by Industry

Samsonite's Customer Loyalty score was rated 70% by Banking and Financial Services industry customers.

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Banking and Financial Services	70%

Samsonite Customer Loyalty vs. Competitors

Compared to its competitors, Samsonite's Customer Loyalty score is rated right above Tumi Holdings, and is preceded by V.F. Corporation.

COMPANY		Customer Loyalty Score
	Dufry Group	100%
	V.F. Corporation	90%
	Samsonite	72%
	Tumi Holdings	68%
	Gap Inc.	66%
	Rimowa	55%
	Targus	42%
	Solo	10%
	Mobile Edge	N/A

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Samsonite Product Quality

3.5/5

Samsonite has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.

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Samsonite Product Information

Samsonite’s product quality score is a 3.5 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Samsonite's product the highest.

Website: http://www.samsonite.com

Company Size: 5,001-10,000 Employees

Industry

Travel

Quick Insights into Samsonite Product Quality

Samsonite's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers who have used Samsonite's products/services for Over 10 Years.

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Ranked Samsonite Product Quality the Highest

18-25	4.6
Male	3.7
Other	3.7

Ranked Samsonite Product Quality the Lowest

Female	3
Caucasian	2.8
Over 10 Years	2.8

Samsonite Product Quality Score by Gender

Male customers rated Samsonite's Product Quality score 0.7 stars higher than Female customers.

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Male

3.7/5

Female

3/5

Samsonite Product Quality Score by Ethnicity

Samsonite's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 2.8	Caucasian	2.8
Asian or Pacific Islander 3.5	Asian or Pacific Islander	3.5
Other 3.7	Other	3.7

Samsonite Product Quality Score by Age

Samsonite's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.

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Summary	Age	Score
18-25 4.6	18-25	4.6
51-55 3.1	51-55	3.1

Samsonite Product Quality Score by Usage

Samsonite's Product Quality score was rated the highest by customers who have used Samsonite's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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2 to 5 Years	3.6
Over 10 Years	2.8

Samsonite Product Quality Score by Industry

Samsonite's Product Quality score was rated 1.6 stars by Banking and Financial Services industry customers.

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Banking and Financial Services	1.6

Samsonite Product Quality vs. Competitors

Compared to its competitors, Samsonite's Product Quality score is rated right above Rimowa, and is preceded by Gap Inc..

COMPANY		Product Quality Score
	Tumi Holdings	4.1/5
	V.F. Corporation	4/5
	Dufry Group	4/5
	Gap Inc.	3.7/5
	Samsonite	3.5/5
	Rimowa	3.4/5
	Targus	2.2/5
	Solo	1.5/5
	Mobile Edge	N/A

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Samsonite Pricing

Samsonite ROI & Value For Money

3.6/5

Samsonite has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.

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Samsonite 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 Banking and Financial Services industry.

Quick Insights into Samsonite ROI

Samsonite's ROI score was rated highest by customers ages 18-25, and rated lowest by customers ages 51-55.

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Ranked Samsonite ROI the Highest

18-25	4.8
2 to 5 Years	3.9
Asian or Pacific Islander	3.5

Ranked Samsonite ROI the Lowest

Caucasian	2.4
Over 10 Years	2.3
51-55	2.1

Samsonite ROI Score by Gender

Male customers rated Samsonite's ROI score 0.6 stars higher than Female customers.

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Male

3.5/5

Female

2.9/5

Samsonite ROI Score by Ethnicity

Samsonite's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 2.4	Caucasian	2.4
Asian or Pacific Islander 3.5	Asian or Pacific Islander	3.5
Other 3.4	Other	3.4

Samsonite ROI Score by Age

Samsonite's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.

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Summary	Age	Score
18-25 4.8	18-25	4.8
51-55 2.1	51-55	2.1

Samsonite ROI Score by Usage

Samsonite's ROI score was rated the highest by customers who have used Samsonite's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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2 to 5 Years	3.9
Over 10 Years	2.3

Samsonite ROI Score by Industry

Samsonite's ROI score was rated 1.5 stars by Banking and Financial Services industry customers.

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Banking and Financial Services	1.5

Samsonite Pricing vs. Competitors

Compared to its competitors, Samsonite's ROI score is rated right above Gap Inc., and is preceded by V.F. Corporation.

COMPANY		Pricing Score
	Tumi Holdings	4.1/5
	Dufry Group	4/5
	V.F. Corporation	3.7/5
	Samsonite	3.6/5
	Gap Inc.	3.5/5
	Rimowa	3.2/5
	Targus	2.4/5
	Solo	1.5/5
	Mobile Edge	N/A

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Samsonite Customer Satisfaction (CSAT)

Samsonite Customer Satisfaction (CSAT) Score

74 / 100

Samsonite has an overall Customer Satisfaction score of 74 rated by its users and customers.

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Very Satisfied	44%
Satisfied	30%
Neither Satisfied nor Dissatisfied	12%
Dissatisfied	2%
Very Dissatisfied	12%

Very Satisfied

44%

Satisfied

30%

Neither Satisfied nor Dissatisfied

12%

Dissatisfied

Very Dissatisfied

12%

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 Samsonite Customer Satisfaction

Samsonite's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers ages 51-55.

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Ranked Samsonite Customer Satisfaction the Highest

18-25	100%
2 to 5 Years	75%
Male	70%

Ranked Samsonite Customer Satisfaction the Lowest

Caucasian	40%
Over 10 Years	38%
51-55	34%

Samsonite Customer Satisfaction Score by Gender

Male customers rated Samsonite's Customer Satisfaction score 20 points higher than Female customers.

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70 / 100

Male

	Very Satisfied	30%
	Satisfied	40%
	Neither Satisfied nor Dissatisfied	10%
	Dissatisfied	0%
	Very Dissatisfied	20%

50 / 100

Female

	Very Satisfied	33%
	Satisfied	17%
	Neither Satisfied nor Dissatisfied	17%
	Dissatisfied	0%
	Very Dissatisfied	33%

Samsonite Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

Samsonite's Customer Satisfaction (CSAT) score was rated 40% according to Caucasian users and customers.

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40 / 100

Very Satisfied	20%
Satisfied	20%
Neither Satisfied nor Dissatisfied	20%
Dissatisfied	0%
Very Dissatisfied	40%

Very Satisfied

20%

Satisfied

20%

Neither Satisfied nor Dissatisfied

20%

Dissatisfied

Very Dissatisfied

40%

CSAT according to Asian or Pacific Islander

Samsonite's Customer Satisfaction (CSAT) score was rated 67% according to Asian or Pacific Islander users and customers.

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67 / 100

Very Satisfied	67%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	33%

Very Satisfied

67%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

33%

CSAT according to Other

Samsonite's Customer Satisfaction (CSAT) score was rated 60% according to Other users and customers.

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60 / 100

Very Satisfied	20%
Satisfied	40%
Neither Satisfied nor Dissatisfied	20%
Dissatisfied	0%
Very Dissatisfied	20%

Very Satisfied

20%

Satisfied

40%

Neither Satisfied nor Dissatisfied

20%

Dissatisfied

Very Dissatisfied

20%

Samsonite Customer Satisfaction Score by Age

Samsonite's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.

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100

Breakdown

Age

Score

18-25

100%

51-55

34%

Samsonite Customer Satisfaction Score by Usage

Samsonite's Customer Satisfaction score was rated the highest by customers who have used Samsonite's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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2 to 5 Years	75
Over 10 Years	38

Samsonite Customer Satisfaction Score by Industry

Samsonite's Customer Satisfaction score was rated 0 points by Banking and Financial Services industry customers.

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			"label": "Banking and Financial Services",
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Banking and Financial Services	0

Samsonite Customer Satisfaction vs. Competitors

Compared to its competitors, Samsonite's Customer Satisfaction score is rated right above Gap Inc., and is preceded by V.F. Corporation.

COMPANY		Customer Satisfaction (CSAT) Score
	Tumi Holdings	100%
	Dufry Group	100%
	V.F. Corporation	86%
	Samsonite	74%
	Gap Inc.	72%
	Solo	50%
	Targus	20%
	Rimowa	0%
	Mobile Edge	0%

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Samsonite Customer Service

3.7/5

Samsonite has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.

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About Samsonite's Customer Service

Address

Luxemburg, WI United States of America

Website

http://www.samsonite.com

Quick Insights into Samsonite Customer Service

Samsonite's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers ages 51-55.

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Ranked Samsonite Customer Service the Highest

18-25	5
2 to 5 Years	3.9
Other	3.9

Ranked Samsonite Customer Service the Lowest

Over 10 Years	2.7
Caucasian	2.4
51-55	2.3

Samsonite Customer Service Score by Gender

Samsonite's Customer Service score was rated 3.4 by both Female and Male customers on Comparably.

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Male

3.4/5

Female

3.4/5

Samsonite Customer Service Score by Ethnicity

Samsonite's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 2.4	Caucasian	2.4
Asian or Pacific Islander 3.5	Asian or Pacific Islander	3.5
Other 3.9	Other	3.9

Samsonite Customer Service Score by Age

Samsonite's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.

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100

Summary	Age	Customer Service Score
18-25 5	18-25	5
51-55 2.3	51-55	2.3

Samsonite Customer Service Score by Usage

Samsonite's Customer Service score was rated the highest by customers who have used Samsonite's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.

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2 to 5 Years	3.9
Over 10 Years	2.7

Samsonite Customer Service Score by Industry

Samsonite's Customer Service score was rated 2 stars by Banking and Financial Services industry customers.

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Banking and Financial Services	2

Samsonite Customer Service vs. Competitors

Compared to its competitors, Samsonite's Customer Service score is rated right above Gap Inc., and is preceded by V.F. Corporation.

COMPANY		Customer Service Score
	Tumi Holdings	4.1/5
	Dufry Group	4/5
	V.F. Corporation	3.8/5
	Samsonite	3.7/5
	Gap Inc.	3.6/5
	Rimowa	2.7/5
	Solo	2.7/5
	Targus	2.4/5
	Mobile Edge	N/A

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Samsonite as an Employer

4.3/5

Samsonite has a 4.3/5 stars for its overall company culture rated by their employees

top

10%

CEO of Samsonite

Ramesh Dungarmal Tainwala

In the Top 10% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Samsonite scored a 21 for Net Promoter Score and a 12 for Employee Net Promoter Score. NPS gauges how likely a customer of Samsonite would recommend the brand to a friend. ENPS measures how likely Samsonite employees would recommend working at Samsonite to a friend.

Net Promoter Score

NPS Score

50%	Promoters
21%	Passive
29%	Detractors

Employee Net Promoter Score

eNPS Score

48%	Promoters
16%	Passive
36%	Detractors

Global Ranking Snapshot

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