-36
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
62%
Customer Loyalty
2.4/5
Product Quality
2.5/5
Pricing
2.4/5
Customer Service
Sears Ranking
- #4 / 4 of its competitors
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
| 29% | Promoters |
|---|---|
| 6% | Passives |
| 65% | Detractors |
Sears NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
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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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.
Sign Up to learn about Sears' NPS Score rated by Male customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Female
-34
Sears's NPS was rated -34 by Female customers on Comparably.
Sign Up to learn about Sears' NPS Score rated by Female customers on Comparably.
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
| Summary | Ethnicity | Score |
|---|---|---|
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
| Summary | Usage | Score |
|---|---|---|
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.
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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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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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Sears Customer Loyalty vs. Competitors
Compared to its competitors, Sears's Customer Loyalty score is rated right below Walmart.
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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
Ranked Sears Product Quality the Lowest
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
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Hispanic or Latino 2 | Hispanic or Latino | 2 |
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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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
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
Ranked Sears ROI the Lowest
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
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 3.1 | Hispanic or Latino | 3.1 |
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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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 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
Ranked Sears Customer Service the Lowest
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
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 3.1 | Hispanic or Latino | 3.1 |
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.
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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 -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 |
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