-30
NPS
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Shutterfly
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About Shutterfly's Brand
At Shutterfly, we believe there is extraordinary power in self-expression. That is why our family of brands helps customers create products and capture moments that reflect who they uniquely are. A career here means growth opportunities in an environment where our individual uniqueness makes us stronger. It means the safety to bring your whole self to work and be who you uniquely are. Among its major competitors, Shutterfly is ranked in 6th place for NPS while Cimpress is 1st, and Walmart is 2nd.
Brand at a Glance
81%
Customer Loyalty
2.8/5
Product Quality
2.6/5
Pricing
2.4/5
Customer Service
Shutterfly Ranking
- #4 / 4 of its competitors
Shutterfly NPS
Shutterfly's Net Promoter Score (NPS) is a -30 with 33% Promoters, 4% Passives, and 63% Detractors. Net Promoter Score tracks whether Shutterfly's customers would recommend using the product based on a scale of -100 to 100.
Shutterfly Overall NPS
| 33% | Promoters |
|---|---|
| 4% | Passives |
| 63% | Detractors |
Shutterfly NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2023 -18 | Apr 2023 | -18 |
May 2023 -21 | May 2023 | -21 |
Jun 2023 -21 | Jun 2023 | -21 |
Aug 2023 -24 | Aug 2023 | -24 |
Sep 2023 -28 | Sep 2023 | -28 |
Oct 2023 -26 | Oct 2023 | -26 |
Nov 2023 -26 | Nov 2023 | -26 |
Dec 2023 -35 | Dec 2023 | -35 |
Jan 2024 -37 | Jan 2024 | -37 |
Feb 2024 -33 | Feb 2024 | -33 |
Mar 2024 -31 | Mar 2024 | -31 |
Jul 2024 -29 | Jul 2024 | -29 |
How Other Brands Compare
Shutterfly is ranked #4 for NPS among its competitors. Walmart and Etsy come in first and second, with Vista coming in at third.
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.
Shutterfly NPS by Gender
Female customers rated Shutterfly's NPS 42 points higher than Male customers.
Male
-76
Shutterfly's NPS was rated -76 by Male customers on Comparably.
12%
Promoters
0%
Passives
88%
Detractors
Female
-34
Shutterfly's NPS was rated -34 by Female customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Shutterfly NPS by Ethnicity
Shutterfly's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -54 | Caucasian | -54 |
Asian or Pacific Islander 34 | Asian or Pacific Islander | 34 |
Other -100 | Other | -100 |
Shutterfly NPS by Age
Shutterfly's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Shutterfly NPS by Usage
Shutterfly's NPS was rated the highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 50 | 1 to 2 Years | 50 |
5 to 10 Years -16 | 5 to 10 Years | -16 |
Over 10 Years -62 | Over 10 Years | -62 |
Shutterfly Customer Reviews
Out of the 15 Shutterfly customer reviews 5 were positive and 10 were constructive. Shutterfly 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
Shutterfly Customer Loyalty
81%
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.
81% of Shutterfly 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?"
Shutterfly Customer Loyalty Score by Gender
Female customers rated Shutterfly's Customer Loyalty score 41% higher than Male customers.
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Male
55%
Yes
Female
96%
Yes
Shutterfly Customer Loyalty Score by Ethnicity
Shutterfly's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Shutterfly.
88
out of 100
Caucasian
70
out of 100
Asian or Pacific Islander
100
out of 100
Other
Shutterfly Customer Loyalty Score by Age
Shutterfly's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Shutterfly.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 100% | 36-40 | 100% |
41-45 78% | 41-45 | 78% |
46-50 100% | 46-50 | 100% |
56-60 100% | 56-60 | 100% |
61-65 70% | 61-65 | 70% |
66+ 70% | 66+ | 70% |
Shutterfly Customer Loyalty Score by Usage
Shutterfly's Customer Loyalty score was rated the highest by customers who have used Shutterfly's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Shutterfly Customer Loyalty Score by Industry
Shutterfly's Customer Loyalty score was rated the highest by Education industry customers, and the lowest by Accounting industry customers.
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Shutterfly Customer Loyalty vs. Competitors
Compared to its competitors, Shutterfly's Customer Loyalty score is rated right above Walmart, and is preceded by Vista.
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Shutterfly Product Quality
2.8/5
Shutterfly has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.
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Shutterfly Product Information
Shutterfly’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated Shutterfly's product the highest. Reviewers from the Accounting industry rated Shutterfly the lowest at 1.5.
- Website
- http://shutterflyinc.com
- Company Size
- 5,001-10,000 Employees
Industry
Consumer Goods
Quick Insights into Shutterfly Product Quality
Shutterfly's Product Quality score was rated highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and rated lowest by Other customers.
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Ranked Shutterfly Product Quality the Highest
Ranked Shutterfly Product Quality the Lowest
Shutterfly Product Quality Score by Gender
Female customers rated Shutterfly's Product Quality score 0.8 stars higher than Male customers.
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Male
1.7/5
Female
2.5/5
Shutterfly Product Quality Score by Ethnicity
Shutterfly's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Shutterfly.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Other 1.5 | Other | 1.5 |
Shutterfly Product Quality Score by Age
Shutterfly's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Shutterfly.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 2 | 36-40 | 2 |
41-45 3.6 | 41-45 | 3.6 |
46-50 1.9 | 46-50 | 1.9 |
56-60 1.6 | 56-60 | 1.6 |
61-65 2 | 61-65 | 2 |
66+ 1.5 | 66+ | 1.5 |
Shutterfly Product Quality Score by Usage
Shutterfly's Product Quality score was rated the highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Shutterfly Product Quality Score by Industry
Shutterfly's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
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Shutterfly Product Quality vs. Competitors
Compared to its competitors, Shutterfly's Product Quality score is rated right below Vista.
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Shutterfly Pricing
Shutterfly ROI & Value For Money
2.6/5
Shutterfly has a value for money and ROI score of 2.6 out of 5 stars rated by its users and customers.
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Shutterfly 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 Education industry. The users from the Retail industry think that they had the lowest ROI from Shutterfly.
Quick Insights into Shutterfly ROI
Shutterfly's ROI score was rated highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and rated lowest by customers who have used Shutterfly's products/services for Over 10 Years.
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Ranked Shutterfly ROI the Highest
Ranked Shutterfly ROI the Lowest
Shutterfly ROI Score by Gender
Female customers rated Shutterfly's ROI score 0.5 stars higher than Male customers.
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Male
1.7/5
Female
2.2/5
Shutterfly ROI Score by Ethnicity
Shutterfly's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Shutterfly.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
Asian or Pacific Islander 2.6 | Asian or Pacific Islander | 2.6 |
Other 1.5 | Other | 1.5 |
Shutterfly ROI Score by Age
Shutterfly's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Shutterfly.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 2 | 36-40 | 2 |
41-45 2.9 | 41-45 | 2.9 |
46-50 1.6 | 46-50 | 1.6 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2 | 61-65 | 2 |
66+ 1.5 | 66+ | 1.5 |
Shutterfly ROI Score by Usage
Shutterfly's ROI score was rated the highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Shutterfly ROI Score by Industry
Shutterfly's ROI score was rated the highest by Education industry customers, and the lowest by Retail industry customers.
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Shutterfly Pricing vs. Competitors
Compared to its competitors, Shutterfly's ROI score is rated right below Vista.
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Shutterfly Customer Satisfaction (CSAT)
Shutterfly Customer Satisfaction (CSAT) Score
36 / 100
Shutterfly has an overall Customer Satisfaction score of 36 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
21%
Satisfied
15%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
3%
Very Dissatisfied
55%
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 Shutterfly Customer Satisfaction
Shutterfly's Customer Satisfaction score was rated highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and rated lowest by Other customers.
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Ranked Shutterfly Customer Satisfaction the Highest
Ranked Shutterfly Customer Satisfaction the Lowest
Shutterfly Customer Satisfaction Score by Gender
Female customers rated Shutterfly's Customer Satisfaction score 17 points higher than Male customers.
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14 / 100
MaleVery Satisfied | 14% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 86% |
31 / 100
FemaleVery Satisfied | 22% | |
|---|---|---|
Satisfied | 9% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 4% | |
Very Dissatisfied | 65% |
Shutterfly Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Shutterfly's Customer Satisfaction (CSAT) score was rated 23% according to Caucasian users and customers.
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23 / 100
Very Satisfied
18%
Satisfied
5%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
4%
Very Dissatisfied
73%
CSAT according to Asian or Pacific Islander
Shutterfly'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
34%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to Other
Shutterfly's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Shutterfly.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
Shutterfly Customer Satisfaction Score by Age
Shutterfly's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Shutterfly.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 41-45 | 50% | |||||||||||||||
| 46-50 | 17% | |||||||||||||||
| 56-60 | 17% | |||||||||||||||
| 61-65 | 33% | |||||||||||||||
| 66+ | 0% |
Shutterfly Customer Satisfaction Score by Usage
Shutterfly's Customer Satisfaction score was rated the highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Shutterfly Customer Satisfaction Score by Industry
Shutterfly's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Retail industry customers.
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{
"title": "Shutterfly Customer Satisfaction Score by Industry",
"text": "Shutterfly's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Retail industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 40,
"stars": 0,
"csatScore": 40,
"text": "Shutterfly's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 40
},
{
"label": "Education",
"groupId": 515,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "Shutterfly's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 33
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "Shutterfly's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 33
},
{
"label": "Retail",
"groupId": 559,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "Shutterfly's Customer Satisfaction score is rated by Retail customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
}
]
}Shutterfly Customer Satisfaction vs. Competitors
Compared to its competitors, Shutterfly's Customer Satisfaction score is rated right above Vista, and is preceded by Minted.
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VS
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Shutterfly Customer Service
2.4/5
Shutterfly has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
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About Shutterfly's Customer Service
Address
10 Almaden Blvd, Suite 900, San Jose, CA 95113
Website
http://shutterflyinc.com
Phone Number
6506105456
Shutterfly's Social Links
Quick Insights into Shutterfly Customer Service
Shutterfly's Customer Service score was rated highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and rated lowest by customers from the Retail industry.
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Ranked Shutterfly Customer Service the Highest
Ranked Shutterfly Customer Service the Lowest
Shutterfly Customer Service Score by Gender
Female customers rated Shutterfly's Customer Service score 0.4 stars higher than Male customers.
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Male
1.5/5
Female
1.9/5
Shutterfly Customer Service Score by Ethnicity
Shutterfly's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Shutterfly.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 1.5 | Other | 1.5 |
Shutterfly Customer Service Score by Age
Shutterfly's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Shutterfly.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 2 | 36-40 | 2 |
41-45 3.1 | 41-45 | 3.1 |
46-50 1.5 | 46-50 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2 | 61-65 | 2 |
66+ 1.5 | 66+ | 1.5 |
Shutterfly Customer Service Score by Usage
Shutterfly's Customer Service score was rated the highest by customers who have used Shutterfly's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Shutterfly Customer Service Score by Industry
Shutterfly's Customer Service score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Retail industry customers.
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Shutterfly Customer Service vs. Competitors
Compared to its competitors, Shutterfly's Customer Service score is rated right below Vista.
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Shutterfly as an Employer
4.5/5
Shutterfly has a 4.5/5 stars for its overall company culture rated by their employees
top
20%
Consumer vs. Employees
Shutterfly scored a -30 for Net Promoter Score and a -4 for Employee Net Promoter Score. NPS gauges how likely a customer of Shutterfly would recommend the brand to a friend. ENPS measures how likely Shutterfly employees would recommend working at Shutterfly to a friend.
Net Promoter Score
-30
NPS Score
| 33% | Promoters |
|---|---|
| 4% | Passive |
| 63% | Detractors |
Employee Net Promoter Score
-4
eNPS Score
| 35% | Promoters |
|---|---|
| 26% | Passive |
| 39% | Detractors |
