-32
NPS
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Serena & Lily
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About Serena & Lily's Brand
Serena & Lily brings a sophisticated mix of pattern and color to every room in the house from the nursery to the living room and beyond. Among its major competitors, Serena & Lily is ranked in 4th place for NPS while Kirkland's is 1st, and Pier 1 Imports is 2nd.Their current valuation is $200.00M
Brand at a Glance
80%
Customer Loyalty
3.3/5
Product Quality
2.8/5
Pricing
2.9/5
Customer Service
Serena & Lily Ranking
- #3 / 4 of its competitors
Serena & Lily NPS
Serena & Lily's Net Promoter Score (NPS) is a -32 with 31% Promoters, 6% Passives, and 63% Detractors. Net Promoter Score tracks whether Serena & Lily's customers would recommend using the product based on a scale of -100 to 100.
Serena & Lily Overall NPS
| 31% | Promoters |
|---|---|
| 6% | Passives |
| 63% | Detractors |
Serena & Lily NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2022 -50 | Jul 2022 | -50 |
Sep 2022 -20 | Sep 2022 | -20 |
Sep 2023 -33 | Sep 2023 | -33 |
Oct 2023 -15 | Oct 2023 | -15 |
Nov 2023 -25 | Nov 2023 | -25 |
Apr 2024 -40 | Apr 2024 | -40 |
Jun 2024 -45 | Jun 2024 | -45 |
Sep 2024 -41 | Sep 2024 | -41 |
Oct 2024 -46 | Oct 2024 | -46 |
Jan 2025 -50 | Jan 2025 | -50 |
Aug 2025 -41 | Aug 2025 | -41 |
Jan 2026 -31 | Jan 2026 | -31 |
How Other Brands Compare
Serena & Lily is ranked third for NPS among its competitors. Kirkland's and Lowe's Home Improvement come in first and second, with Bed Bath & Beyond coming in at #4. Among those competitors, it is the lowest valued company behind Lowe's Home Improvement.
Serena & Lily |  Lowe's Home Improvement |  Bed Bath & Beyond |  Kirkland's | |
| Global Ranking | #- | #128 | #- | #- |
| NPS | -32 | -5 | -52 | 34 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | - |
| Valuation Updated every 24 hours for public companies | $200.00M | $136.70B | $3.51B | $400.55M |
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.
Serena & Lily NPS by Gender
Serena & Lily's NPS was rated 20 by Female customers on Comparably.
Female
20
Serena & Lily's NPS was rated 20 by Female customers on Comparably.
60%
Promoters
0%
Passives
40%
Detractors
Male
N/A
Serena & Lily's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Serena & Lily NPS vs. Competitors
Compared to its competitors, Serena & Lily's NPS is rated right above Bed Bath & Beyond, and is preceded by Lowe's Home Improvement.
| COMPANY | NPS Score | |
|---|---|---|
| Kirkland's | 34 |
 | Pier 1 Imports | 6 |
| Lowe's Home Improvement | -5 |
| Serena & Lily | -32 |
| Bed Bath & Beyond | -52 |
Serena & Lily Customer Reviews
Out of the 3 Serena & Lily customer reviews 1 was positive and 2 were constructive. Serena & Lily 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
Serena & Lily Customer Loyalty
80%
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.
80% of Serena & Lily users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Serena & Lily Customer Loyalty Score by Gender
Serena & Lily's Customer Loyalty score was rated 100 by Female customers on Comparably.
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Female
100%
Yes
Male
N/A
Yes
Serena & Lily Customer Loyalty vs. Competitors
Compared to its competitors, Serena & Lily's Customer Loyalty score is rated right above Kirkland's.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Serena & Lily | 80% |
| Kirkland's | 78% |
| Pier 1 Imports | 77% |
| Lowe's Home Improvement | 77% |
| Bed Bath & Beyond | 67% |
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Serena & Lily Product Quality
3.3/5
Serena & Lily has an overall Product Quality score of 3.3 out of 5 stars rated by its users and customers.
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Serena & Lily Product Information
Serena & Lily’s product quality score is a 3.3 out of 5 as rated by its users and customers.
- Website
- http://www.serenaandlily.com
- Company Size
- 51-200 Employees
Industry
Tech
Fashion and Beauty
Ecommerce and Marketplaces
Real Estate
Quick Insights into Serena & Lily Product Quality
Serena & Lily's Product Quality score was rated highest by Female customers.
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Ranked Serena & Lily Product Quality the Highest
Serena & Lily Product Quality Score by Gender
Serena & Lily's Product Quality score was rated 3.7 by Female customers on Comparably.
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Female
3.7/5
Male
N/A
Serena & Lily Product Quality vs. Competitors
Compared to its competitors, Serena & Lily's Product Quality score is rated right above Lowe's Home Improvement, and is preceded by Pier 1 Imports.
| COMPANY | Product Quality Score | |
|---|---|---|
| Kirkland's | 3.7/5 |
| Pier 1 Imports | 3.5/5 |
| Serena & Lily | 3.3/5 |
| Lowe's Home Improvement | 3.1/5 |
| Bed Bath & Beyond | 2.1/5 |
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Serena & Lily Pricing
Serena & Lily ROI & Value For Money
2.8/5
Serena & Lily has a value for money and ROI score of 2.8 out of 5 stars rated by its users and customers.
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Quick Insights into Serena & Lily ROI
Serena & Lily's ROI score was rated highest by Female customers.
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Ranked Serena & Lily ROI the Highest
Serena & Lily ROI Score by Gender
Serena & Lily's ROI score was rated 3.4 by Female customers on Comparably.
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Female
3.4/5
Male
N/A
Serena & Lily Pricing vs. Competitors
Compared to its competitors, Serena & Lily's ROI score is rated right above Bed Bath & Beyond, and is preceded by Lowe's Home Improvement.
| COMPANY | Pricing Score | |
|---|---|---|
| Kirkland's | 3.7/5 |
| Pier 1 Imports | 3.1/5 |
| Lowe's Home Improvement | 3/5 |
| Serena & Lily | 2.8/5 |
| Bed Bath & Beyond | 2.2/5 |
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Serena & Lily Customer Satisfaction (CSAT)
Serena & Lily Customer Satisfaction (CSAT) Score
43 / 100
Serena & Lily has an overall Customer Satisfaction score of 43 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
29%
Satisfied
14%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
29%
Very Dissatisfied
14%
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 Serena & Lily Customer Satisfaction
Serena & Lily's Customer Satisfaction score was rated highest by Female customers.
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Ranked Serena & Lily Customer Satisfaction the Highest
Serena & Lily Customer Satisfaction Score by Gender
Serena & Lily's Customer Satisfaction score was rated 60 by Female customers on Comparably.
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60 / 100
FemaleVery Satisfied | 60% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 20% | |
Dissatisfied | 20% | |
Very Dissatisfied | 0% |
Serena & Lily Customer Satisfaction vs. Competitors
Compared to its competitors, Serena & Lily's Customer Satisfaction score is rated right above Pier 1 Imports, and is preceded by Kirkland's.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Kirkland's | 77% |
| Serena & Lily | 43% |
| Pier 1 Imports | 40% |
| Lowe's Home Improvement | 39% |
| Bed Bath & Beyond | 39% |
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Serena & Lily Customer Service
2.9/5
Serena & Lily has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About Serena & Lily's Customer Service
Address
10 liberty ship way, Suite 350, Sausalito, CA
Website
http://www.serenaandlily.com
Phone Number
(415)331-4199
Quick Insights into Serena & Lily Customer Service
Serena & Lily's Customer Service score was rated highest by Female customers.
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Ranked Serena & Lily Customer Service the Highest
Serena & Lily Customer Service Score by Gender
Serena & Lily's Customer Service score was rated 4.3 by Female customers on Comparably.
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Female
4.3/5
Male
N/A
Serena & Lily Customer Service vs. Competitors
Compared to its competitors, Serena & Lily's Customer Service score is rated right above Lowe's Home Improvement, and is preceded by Pier 1 Imports.
| COMPANY | Customer Service Score | |
|---|---|---|
| Kirkland's | 3.7/5 |
| Pier 1 Imports | 3.4/5 |
| Serena & Lily | 2.9/5 |
| Lowe's Home Improvement | 2.9/5 |
| Bed Bath & Beyond | 2/5 |
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Serena & Lily as an Employer
2.2/5
Serena & Lily has a 2.2/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Serena & Lily scored a -32 for Net Promoter Score and a -66 for Employee Net Promoter Score. NPS gauges how likely a customer of Serena & Lily would recommend the brand to a friend. ENPS measures how likely Serena & Lily employees would recommend working at Serena & Lily to a friend.
Net Promoter Score
-32
NPS Score
| 31% | Promoters |
|---|---|
| 6% | Passive |
| 63% | Detractors |
Employee Net Promoter Score
-66
eNPS Score
| 17% | Promoters |
|---|---|
| 0% | Passive |
| 83% | Detractors |
