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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

62%
Customer Loyalty
2.4/5
Product Quality
2.5/5
Pricing
2.4/5
Customer Service

Sears Ranking

Sears NPS

Sears's Net Promoter Score (NPS) is a -36 with 29% Promoters, 6% Passives, and 65% 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

-36
NPS
29%Promoters
6%Passives
65%Detractors
Sears Overall NPS

Sears NPS Trend

-100
-50
0
50
100
Apr 2020
-100
Apr 2020-100
Jun 2020
-100
Jun 2020-100
Jan 2021
-100
Jan 2021-100
Jun 2021
-100
Jun 2021-100
Jul 2021
-100
Jul 2021-100
Sep 2021
-100
Sep 2021-100
Oct 2021
-81
Oct 2021-81
Dec 2021
-67
Dec 2021-67
Jan 2022
-69
Jan 2022-69
Feb 2022
-43
Feb 2022-43
Mar 2022
-36
Mar 2022-36

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.

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Sears' Logo
Sears
Amazon's Logo
Amazon
Target's Logo
Target
Walmart's Logo
Walmart
Global Ranking#-#5#8#104
NPS-36534914
Social Sentiment Calculated by analyzing social media and other online mentionsNeutralNeutral-Negative
Valuation Updated every 24 hours for public companies$76.56M$1.64T$94.56B$382.64B

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

Sears's NPS was rated -34 by both Female and Male customers on Comparably.

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Male

-34

Sears's NPS was rated -34 by Male customers on Comparably.

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33%
Promoters
0%
Passives
67%
Detractors

Female

-34

Sears's NPS was rated -34 by Female customers on Comparably.

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33%
Promoters
0%
Passives
67%
Detractors

Sears NPS by Ethnicity

Sears's NPS was rated -34 points by both Caucasian and Hispanic or Latino customers on Comparably.

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-100
-50
0
50
100
Caucasian
-34
Caucasian-34
Hispanic or Latino
-34
Hispanic or Latino-34

Sears NPS by Usage

Sears's NPS was rated -34 points by customers who have used Sears's products/services for Over 10 Years.

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-100
-50
0
50
100
Over 10 Years
-34
Over 10 Years-34

Sears NPS vs. Competitors

Compared to its competitors, Sears's NPS is rated right above JCPenney Optical, and is preceded by Walmart.

COMPANYNPS Score
Amazon
53
Target
49
KMart
27
Walmart
14
Sears
-36
JCPenney Optical
-96

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Sears' Logo
VS
Amazon's Logo
Target's Logo
KMart's Logo
Walmart's Logo
JCPenney Optical's Logo

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Sears Customer Reviews

What do you value most about this brand?
The prices are so good
Review from Sacramento, CA / Female / Hispanic or Latino / 18-25

Sears Customer Loyalty

62%

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.

62% of Sears users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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62
62%
38
38%
Sears Customer Loyalty

Sears Customer Loyalty Score by Gender

Male customers rated Sears's Customer Loyalty score 30% higher than Female customers.

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Male
100%
Yes
Female
70%
Yes

Sears Customer Loyalty Score by Ethnicity

Sears's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Hispanic or Latino customers.

% who answered "Yes"

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100
out of 100
Caucasian
70
out of 100
Hispanic or Latino

Sears Customer Loyalty Score by Usage

Sears's Customer Loyalty score was rated 85% by customers who have used Sears's products/services for Over 10 Years.

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Over 10 Years
85%

Sears Customer Loyalty vs. Competitors

Compared to its competitors, Sears's Customer Loyalty score is rated right below Walmart.

COMPANYCustomer Loyalty Score
Amazon90%
Target85%
KMart80%
JCPenney Optical75%
Walmart74%
Sears62%

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Sears' Logo
VS
Amazon's Logo
Target's Logo
KMart's Logo
JCPenney Optical's Logo
Walmart's Logo

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Sears Product Quality

2.4/5

Sears has an overall Product Quality score of 2.4 out of 5 stars rated by its users and customers.

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Sears Product Information

Sears’s product quality score is a 2.4 out of 5 as rated by its users and customers.

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 Caucasian customers, and rated lowest by Male customers.

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Ranked Sears Product Quality the Highest

Caucasian
2
Female
2
Over 10 Years
2

Ranked Sears Product Quality the Lowest

Hispanic or Latino
2
Male
2

Sears Product Quality Score by Gender

Sears's Product Quality score was rated 2 by both Female and Male customers on Comparably.

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Male

2/5

Female

2/5

Sears Product Quality Score by Ethnicity

Sears's Product Quality score was rated 2 stars by both Caucasian and Hispanic or Latino customers on Comparably.

Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Sears.
0
1
2
3
4
5
Caucasian
2
Caucasian2
Hispanic or Latino
2
Hispanic or Latino2

Sears Product Quality Score by Usage

Sears's Product Quality score was rated 2 stars by customers who have used Sears's products/services for Over 10 Years.

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Over 10 Years
2

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.

COMPANYProduct Quality Score
Target4.3/5
Amazon4.3/5
KMart3.7/5
Walmart3.6/5
Sears2.4/5
JCPenney Optical1.5/5

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Sears' Logo
VS
Target's Logo
Amazon's Logo
KMart's Logo
Walmart's Logo
JCPenney Optical's Logo

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Sears Pricing

Sears ROI & Value For Money

2.5/5

Sears has a value for money and ROI score of 2.5 out of 5 stars rated by its users and customers.

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Quick Insights into Sears ROI

Sears's ROI score was rated highest by Hispanic or Latino customers, and rated lowest by Male customers.

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Ranked Sears ROI the Highest

Hispanic or Latino
3.1
Female
2.5
Over 10 Years
1.8

Ranked Sears ROI the Lowest

Caucasian
1.5
Male
1.5

Sears ROI Score by Gender

Female customers rated Sears's ROI score 1 stars higher than Male customers.

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Male

1.5/5

Female

2.5/5

Sears ROI Score by Ethnicity

Sears's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.

Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Sears.
0
1
2
3
4
5
Caucasian
1.5
Caucasian1.5
Hispanic or Latino
3.1
Hispanic or Latino3.1

Sears ROI Score by Usage

Sears's ROI score was rated 1.8 stars by customers who have used Sears's products/services for Over 10 Years.

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Over 10 Years
1.8

Sears Pricing vs. Competitors

Compared to its competitors, Sears's ROI score is rated right above JCPenney Optical, and is preceded by Walmart.

COMPANYPricing Score
Amazon4.1/5
Target4.1/5
KMart3.7/5
Walmart3.6/5
Sears2.5/5
JCPenney Optical1.7/5

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Sears' Logo
VS
Amazon's Logo
Target's Logo
KMart's Logo
Walmart's Logo
JCPenney Optical's Logo

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Sears Customer Service

2.4/5

Sears has an overall Customer Service score of 2.4 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 Hispanic or Latino customers, and rated lowest by Male customers.

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Ranked Sears Customer Service the Highest

Hispanic or Latino
3.1
Female
2.5
Over 10 Years
1.8

Ranked Sears Customer Service the Lowest

Caucasian
1.5
Male
1.5

Sears Customer Service Score by Gender

Female customers rated Sears's Customer Service score 1 stars higher than Male customers.

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Male

1.5/5

Female

2.5/5

Sears Customer Service Score by Ethnicity

Sears's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.

Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Sears.
0
1
2
3
4
5
Caucasian
1.5
Caucasian1.5
Hispanic or Latino
3.1
Hispanic or Latino3.1

Sears Customer Service Score by Usage

Sears's Customer Service score was rated 1.8 stars by customers who have used Sears's products/services for Over 10 Years.

Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.

Over 10 Years
1.8

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.

COMPANYCustomer Service Score
Amazon4.2/5
Target4.2/5
KMart3.6/5
Walmart3.5/5
Sears2.4/5
JCPenney Optical1.5/5

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Sears' Logo
VS
Amazon's Logo
Target's Logo
KMart's Logo
Walmart's Logo
JCPenney Optical's Logo

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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

  Sears CEO
bottom
5%
CEO of Sears

In the Bottom 5% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Sears scored a -36 for Net Promoter Score and a -51 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

-36
NPS Score
29%Promoters
6%Passive
65%Detractors

Employee Net Promoter Score

-51
eNPS Score
17%Promoters
15%Passive
68%Detractors

Global Ranking Snapshot

RANKCOMPANYCEOINDUSTRY
1
Peloton  Peloton CEO
Barry McCarthy
Health and Wellness
2
Netflix  Netflix CEO
Ted Sarandos
Media and Entertainment
3
Costco  Costco CEO
W. Craig Jelinek
Retail
4
Chick-fil-A  Chick-fil-A CEO
Dan Cathy
Food and Beverages
5
Amazon  Amazon CEO
Andy Jassy
Retail
6
Apple  Apple CEO
Timothy Cook
Tech
7
Nike  Nike CEO
John Donahoe
Fashion and Beauty