-54
NPS
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Sears
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About Sears' Brand
Sears is a multinational department store chain focused on outdoor living needs, home appliances, clothes, outdoor furniture and more. Among its major competitors, Sears is ranked in 5th place for NPS while Amazon is 1st, and Target is 2nd. Overall, Sears has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $76.56M
Brand at a Glance
78%
Customer Loyalty
1.8/5
Product Quality
1.8/5
Pricing
1.7/5
Customer Service
Sears Ranking
- #4 / 4 of its competitors
Sears NPS
Sears's Net Promoter Score (NPS) is a -54 with 22% Promoters, 2% Passives, and 76% Detractors. Net Promoter Score tracks whether Sears's customers would recommend using the product based on a scale of -100 to 100.
Sears Overall NPS
| 22% | Promoters |
|---|---|
| 2% | Passives |
| 76% | Detractors |
Sears NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2025 -58 | Jan 2025 | -58 |
Feb 2025 -58 | Feb 2025 | -58 |
Apr 2025 -58 | Apr 2025 | -58 |
May 2025 -58 | May 2025 | -58 |
Jun 2025 -58 | Jun 2025 | -58 |
Jul 2025 -58 | Jul 2025 | -58 |
Aug 2025 -56 | Aug 2025 | -56 |
Sep 2025 -56 | Sep 2025 | -56 |
Oct 2025 -56 | Oct 2025 | -56 |
Nov 2025 -54 | Nov 2025 | -54 |
Dec 2025 -55 | Dec 2025 | -55 |
Jan 2026 -53 | Jan 2026 | -53 |
How Other Brands Compare
Sears is ranked #4 for NPS among its competitors. Amazon and Target come in first and second, with Walmart coming in at third. Among those competitors, it is the lowest valued company behind Amazon.
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.
Sears NPS by Gender
Male customers rated Sears's NPS 36 points higher than Female customers.
Male
-50
Sears's NPS was rated -50 by Male customers on Comparably.
25%
Promoters
0%
Passives
75%
Detractors
Female
-86
Sears's NPS was rated -86 by Female customers on Comparably.
7%
Promoters
0%
Passives
93%
Detractors
Sears NPS by Ethnicity
Sears'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 -82 | Caucasian | -82 |
Hispanic or Latino -34 | Hispanic or Latino | -34 |
African American/Black -56 | African American/Black | -56 |
Other -100 | Other | -100 |
Sears NPS by Age
Sears's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sears NPS by Usage
Sears's NPS was rated the highest by customers who have used Sears's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years -100 | 2 to 5 Years | -100 |
5 to 10 Years -100 | 5 to 10 Years | -100 |
Over 10 Years -70 | Over 10 Years | -70 |
Sears Customer Reviews
Out of the 10 Sears customer reviews 2 were positive and 8 were constructive. Sears 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
Sears Customer Loyalty
78%
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.
78% of Sears 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?"
Sears Customer Loyalty Score by Gender
Male customers rated Sears's Customer Loyalty score 4% higher than Female customers.
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Male
81%
Yes
Female
77%
Yes
Sears Customer Loyalty Score by Ethnicity
Sears's Customer Loyalty score was rated the highest by African American/Black 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 Sears.
79
out of 100
Caucasian
90
out of 100
Hispanic or Latino
90
out of 100
African American/Black
55
out of 100
Other
Sears Customer Loyalty Score by Age
Sears's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
36-40 70% | 36-40 | 70% |
46-50 70% | 46-50 | 70% |
51-55 100% | 51-55 | 100% |
56-60 100% | 56-60 | 100% |
61-65 73% | 61-65 | 73% |
66+ 84% | 66+ | 84% |
Sears Customer Loyalty Score by Usage
Sears's Customer Loyalty score was rated the highest by customers who have used Sears's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Sears Customer Loyalty Score by Industry
Sears's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Aerospace and Aviation industry customers.
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Sears Customer Loyalty vs. Competitors
Compared to its competitors, Sears's Customer Loyalty score is rated right above JCPenney Optical, and is preceded by KMart.
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Sears Product Quality
1.8/5
Sears has an overall Product Quality score of 1.8 out of 5 stars rated by its users and customers.
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Sears Product Information
Sears’s product quality score is a 1.8 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Sears's product the highest. Reviewers from the Tech industry rated Sears the lowest at 1.5.
- Website
- http://www.sears.com
- Company Size
- 10,000+ Employees
Industry
Fashion and Beauty
Consumer Services
Ecommerce and Marketplaces
Quick Insights into Sears Product Quality
Sears's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Sears Product Quality the Highest
Ranked Sears Product Quality the Lowest
Sears Product Quality Score by Gender
Male customers rated Sears's Product Quality score 0.2 stars higher than Female customers.
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Male
1.7/5
Female
1.5/5
Sears Product Quality Score by Ethnicity
Sears's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Sears.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 1.6 | African American/Black | 1.6 |
Other 1.5 | Other | 1.5 |
Sears Product Quality Score by Age
Sears's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Sears.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
36-40 3.1 | 36-40 | 3.1 |
46-50 2.7 | 46-50 | 2.7 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.6 | 56-60 | 1.6 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Sears Product Quality Score by Usage
Sears's Product Quality score was rated 1.5 stars by customers who have used Sears's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.
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Sears Product Quality Score by Industry
Sears's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Sears Product Quality vs. Competitors
Compared to its competitors, Sears's Product Quality score is rated right above JCPenney Optical, and is preceded by Walmart.
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Sears Pricing
Sears ROI & Value For Money
1.8/5
Sears has a value for money and ROI score of 1.8 out of 5 stars rated by its users and customers.
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Sears 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 Aerospace and Aviation industry think that they had the lowest ROI from Sears.
Quick Insights into Sears ROI
Sears's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Sears ROI the Highest
Ranked Sears ROI the Lowest
Sears ROI Score by Gender
Male customers rated Sears's ROI score 0.2 stars higher than Female customers.
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Male
1.7/5
Female
1.5/5
Sears ROI Score by Ethnicity
Sears's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Sears.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 2.8 | Hispanic or Latino | 2.8 |
African American/Black 1.9 | African American/Black | 1.9 |
Other 1.5 | Other | 1.5 |
Sears ROI Score by Age
Sears's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
36-40 3 | 36-40 | 3 |
46-50 2.7 | 46-50 | 2.7 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.6 | 56-60 | 1.6 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Sears ROI Score by Usage
Sears's ROI score was rated the highest by customers who have used Sears's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Sears ROI Score by Industry
Sears's ROI score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Sears Pricing vs. Competitors
Compared to its competitors, Sears's ROI score is rated right above JCPenney Optical, and is preceded by Walmart.
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Sears Customer Satisfaction (CSAT)
Sears Customer Satisfaction (CSAT) Score
29 / 100
Sears has an overall Customer Satisfaction score of 29 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
22%
Satisfied
7%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
6%
Very Dissatisfied
62%
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 Sears Customer Satisfaction
Sears's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Sears Customer Satisfaction the Highest
Ranked Sears Customer Satisfaction the Lowest
Sears Customer Satisfaction Score by Gender
Male customers rated Sears's Customer Satisfaction score 21 points higher than Female customers.
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29 / 100
MaleVery Satisfied | 21% | |
|---|---|---|
Satisfied | 8% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 8% | |
Very Dissatisfied | 63% |
8 / 100
FemaleVery Satisfied | 5% | |
|---|---|---|
Satisfied | 3% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 3% | |
Very Dissatisfied | 84% |
Sears Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Sears' Customer Satisfaction (CSAT) score was rated 9% according to Caucasian users and customers.
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9 / 100
Very Satisfied
9%
Satisfied
0%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
3%
Very Dissatisfied
85%
CSAT according to Hispanic or Latino
Sears' Customer Satisfaction (CSAT) score was rated 50% according to Hispanic or Latino users and customers.
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50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
0%
Very Dissatisfied
38%
CSAT according to African American/Black
Sears' Customer Satisfaction (CSAT) score was rated 22% according to African American/Black users and customers.
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22 / 100
Very Satisfied
22%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
22%
Very Dissatisfied
56%
CSAT according to Other
Sears' Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
Sears Customer Satisfaction Score by Age
Sears's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Sears.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 67% | |||||||||||||||
| 36-40 | 33% | |||||||||||||||
| 46-50 | 50% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 0% | |||||||||||||||
| 66+ | 7% |
Sears Customer Satisfaction Score by Usage
Sears's Customer Satisfaction score was rated 17 points by customers who have used Sears's products/services for Over 10 Years.
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Sears Customer Satisfaction Score by Industry
Sears's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Sears Customer Satisfaction Score by Industry",
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"label": "Tech",
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"scoreClassName": "",
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}Sears Customer Satisfaction vs. Competitors
Compared to its competitors, Sears's Customer Satisfaction score is rated right above JCPenney Optical, and is preceded by Walmart.
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Sears Customer Service
1.7/5
Sears has an overall Customer Service score of 1.7 out of 5 stars rated by its users and customers.
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About Sears's Customer Service
Address
3333 Beverly Road, Chicago, IL 60179
Website
http://www.sears.com
Phone Number
1-800-549-4505
Quick Insights into Sears Customer Service
Sears's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Sears Customer Service the Highest
Ranked Sears Customer Service the Lowest
Sears Customer Service Score by Gender
Sears's Customer Service score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Sears Customer Service Score by Ethnicity
Sears's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Sears.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 2.5 | Hispanic or Latino | 2.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.5 | Other | 1.5 |
Sears Customer Service Score by Age
Sears's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Sears.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
36-40 2.1 | 36-40 | 2.1 |
46-50 2.7 | 46-50 | 2.7 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.6 | 56-60 | 1.6 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Sears Customer Service Score by Usage
Sears's Customer Service score was rated 1.5 stars by customers who have used Sears's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.
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Sears Customer Service Score by Industry
Sears's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Sears Customer Service vs. Competitors
Compared to its competitors, Sears's Customer Service score is rated right above JCPenney Optical, and is preceded by Walmart.
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Sears as an Employer
2.3/5
Sears has a 2.3/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Sears scored a -54 for Net Promoter Score and a -49 for Employee Net Promoter Score. NPS gauges how likely a customer of Sears would recommend the brand to a friend. ENPS measures how likely Sears employees would recommend working at Sears to a friend.
Net Promoter Score
-54
NPS Score
| 22% | Promoters |
|---|---|
| 2% | Passive |
| 76% | Detractors |
Employee Net Promoter Score
-49
eNPS Score
| 18% | Promoters |
|---|---|
| 15% | Passive |
| 67% | Detractors |
