32
NPS
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Smith & Wesson
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About Smith & Wesson's Brand
Smith & Wesson is a U.S. based leader in firearm manufacturing and design, delivering a broad portfolio of quality firearms.
Brand at a Glance
81%
Customer Loyalty
4/5
Product Quality
3.8/5
Pricing
3.8/5
Customer Service
Smith & Wesson NPS
Smith & Wesson's Net Promoter Score (NPS) is a 32 with 59% Promoters, 14% Passives, and 27% Detractors. Net Promoter Score tracks whether Smith & Wesson's customers would recommend using the product based on a scale of -100 to 100.
Smith & Wesson Overall NPS
| 59% | Promoters |
|---|---|
| 14% | Passives |
| 27% | Detractors |
Smith & Wesson NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2024 26 | Feb 2024 | 26 |
Apr 2024 26 | Apr 2024 | 26 |
Jul 2024 28 | Jul 2024 | 28 |
Aug 2024 27 | Aug 2024 | 27 |
Sep 2024 29 | Sep 2024 | 29 |
Oct 2024 28 | Oct 2024 | 28 |
Dec 2024 30 | Dec 2024 | 30 |
Apr 2025 30 | Apr 2025 | 30 |
May 2025 31 | May 2025 | 31 |
Jul 2025 33 | Jul 2025 | 33 |
Nov 2025 33 | Nov 2025 | 33 |
Jan 2026 31 | Jan 2026 | 31 |
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.
Smith & Wesson NPS by Gender
Male customers rated Smith & Wesson's NPS 56 points higher than Female customers.
Male
36
Smith & Wesson's NPS was rated 36 by Male customers on Comparably.
60%
Promoters
16%
Passives
24%
Detractors
Female
-20
Smith & Wesson's NPS was rated -20 by Female customers on Comparably.
40%
Promoters
0%
Passives
60%
Detractors
Smith & Wesson NPS by Ethnicity
Smith & Wesson's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 19 | Caucasian | 19 |
Other -50 | Other | -50 |
Smith & Wesson NPS by Age
Smith & Wesson's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Smith & Wesson NPS by Usage
Smith & Wesson's NPS was rated the highest by customers who have used Smith & Wesson's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 100 | Less than 1 Year | 100 |
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years 86 | 2 to 5 Years | 86 |
5 to 10 Years -40 | 5 to 10 Years | -40 |
Over 10 Years 7 | Over 10 Years | 7 |
Smith & Wesson Customer Reviews
Out of the 7 Smith & Wesson customer reviews 7 were positive and 0 were constructive. Smith & Wesson customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Smith & Wesson 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 Smith & Wesson 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?"
Smith & Wesson Customer Loyalty Score by Gender
Male customers rated Smith & Wesson's Customer Loyalty score 25% higher than Female customers.
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Male
89%
Yes
Female
64%
Yes
Smith & Wesson Customer Loyalty Score by Ethnicity
Smith & Wesson's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Smith & Wesson.
83
out of 100
Caucasian
100
out of 100
Other
Smith & Wesson Customer Loyalty Score by Age
Smith & Wesson's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 85% | 18-25 | 85% |
31-35 64% | 31-35 | 64% |
36-40 100% | 36-40 | 100% |
51-55 100% | 51-55 | 100% |
56-60 70% | 56-60 | 70% |
61-65 100% | 61-65 | 100% |
66+ 100% | 66+ | 100% |
Smith & Wesson Customer Loyalty Score by Usage
Smith & Wesson's Customer Loyalty score was rated the highest by customers who have used Smith & Wesson's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Smith & Wesson Customer Loyalty Score by Industry
Smith & Wesson's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Smith & Wesson Product Quality
4/5
Smith & Wesson has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Smith & Wesson Product Information
Smith & Wesson’s product quality score is a 4 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated Smith & Wesson's product the highest. Reviewers from the Accounting industry rated Smith & Wesson the lowest at 3.8.
- Website
- http://www.smith-wesson.com
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Ecommerce and Marketplaces
Sports & Entertainment
Quick Insights into Smith & Wesson Product Quality
Smith & Wesson's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers ages 61-65.
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Ranked Smith & Wesson Product Quality the Highest
Ranked Smith & Wesson Product Quality the Lowest
Smith & Wesson Product Quality Score by Gender
Male customers rated Smith & Wesson's Product Quality score 0.2 stars higher than Female customers.
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Male
4/5
Female
3.8/5
Smith & Wesson Product Quality Score by Ethnicity
Smith & Wesson's Product Quality score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Smith & Wesson.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
Other 3.4 | Other | 3.4 |
Smith & Wesson Product Quality Score by Age
Smith & Wesson's Product Quality 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 Product Quality by Age data of Smith & Wesson.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 5 | 18-25 | 5 |
31-35 3.6 | 31-35 | 3.6 |
36-40 5 | 36-40 | 5 |
51-55 4.5 | 51-55 | 4.5 |
56-60 3 | 56-60 | 3 |
61-65 2 | 61-65 | 2 |
66+ 3.1 | 66+ | 3.1 |
Smith & Wesson Product Quality Score by Usage
Smith & Wesson's Product Quality score was rated the highest by customers who have used Smith & Wesson's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Smith & Wesson Product Quality Score by Industry
Smith & Wesson'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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Smith & Wesson Pricing
Smith & Wesson ROI & Value For Money
3.8/5
Smith & Wesson has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Smith & Wesson 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 Healthcare, Hospitals and Medicine industry. The users from the Accounting industry think that they had the lowest ROI from Smith & Wesson.
Quick Insights into Smith & Wesson ROI
Smith & Wesson's ROI score was rated highest by customers ages 18-25, and rated lowest by customers ages 61-65.
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Ranked Smith & Wesson ROI the Highest
Ranked Smith & Wesson ROI the Lowest
Smith & Wesson ROI Score by Gender
Male customers rated Smith & Wesson's ROI score 0.3 stars higher than Female customers.
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Male
3.8/5
Female
3.5/5
Smith & Wesson ROI Score by Ethnicity
Smith & Wesson's ROI score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Smith & Wesson.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Other 3.1 | Other | 3.1 |
Smith & Wesson ROI Score by Age
Smith & Wesson's ROI 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 ROI by Age data of Smith & Wesson.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
31-35 3.8 | 31-35 | 3.8 |
36-40 4.3 | 36-40 | 4.3 |
51-55 3.6 | 51-55 | 3.6 |
56-60 2.8 | 56-60 | 2.8 |
61-65 2.1 | 61-65 | 2.1 |
66+ 2.6 | 66+ | 2.6 |
Smith & Wesson ROI Score by Usage
Smith & Wesson's ROI score was rated the highest by customers who have used Smith & Wesson's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Smith & Wesson ROI Score by Industry
Smith & Wesson's ROI score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
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Smith & Wesson Customer Satisfaction (CSAT)
Smith & Wesson Customer Satisfaction (CSAT) Score
73 / 100
Smith & Wesson has an overall Customer Satisfaction score of 73 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
46%
Satisfied
27%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
5%
Very Dissatisfied
8%
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 Smith & Wesson Customer Satisfaction
Smith & Wesson's Customer Satisfaction score was rated highest by customers who have used Smith & Wesson's products/services for 1 to 2 Years, and rated lowest by customers ages 61-65.
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Ranked Smith & Wesson Customer Satisfaction the Highest
Ranked Smith & Wesson Customer Satisfaction the Lowest
Smith & Wesson Customer Satisfaction Score by Gender
Male customers rated Smith & Wesson's Customer Satisfaction score 28 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Smith & Wesson.
78 / 100
MaleVery Satisfied | 52% | |
|---|---|---|
Satisfied | 26% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 9% | |
Very Dissatisfied | 9% |
50 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 50% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Smith & Wesson Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Smith & Wesson's Customer Satisfaction (CSAT) score was rated 67% according to Caucasian users and customers.
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67 / 100
Very Satisfied
43%
Satisfied
24%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
10%
Very Dissatisfied
10%
CSAT according to Other
Smith & Wesson's Customer Satisfaction (CSAT) score was rated 75% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Smith & Wesson.
75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
Smith & Wesson Customer Satisfaction Score by Age
Smith & Wesson'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 Smith & Wesson.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 31-35 | 50% | |||||||||||||||
| 51-55 | 100% | |||||||||||||||
| 56-60 | 34% | |||||||||||||||
| 61-65 | 33% | |||||||||||||||
| 66+ | 67% |
Smith & Wesson Customer Satisfaction Score by Usage
Smith & Wesson's Customer Satisfaction score was rated the highest by customers who have used Smith & Wesson's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
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Smith & Wesson Customer Satisfaction Score by Industry
Smith & Wesson's Customer Satisfaction score was rated 100 points by both Military and Defense and Tech industry customers.
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}Smith & Wesson Customer Service
3.8/5
Smith & Wesson has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Smith & Wesson's Customer Service
Address
2100 Roosevelt Ave, Springfield, MA
Website
http://www.smith-wesson.com
Phone Number
413-781-8300
Quick Insights into Smith & Wesson Customer Service
Smith & Wesson's Customer Service score was rated highest by customers from the Healthcare, Hospitals and Medicine industry, and rated lowest by customers ages 61-65.
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Ranked Smith & Wesson Customer Service the Highest
Ranked Smith & Wesson Customer Service the Lowest
Smith & Wesson Customer Service Score by Gender
Male customers rated Smith & Wesson's Customer Service score 0.4 stars higher than Female customers.
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Male
3.8/5
Female
3.4/5
Smith & Wesson Customer Service Score by Ethnicity
Smith & Wesson's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Smith & Wesson.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Other 3 | Other | 3 |
Smith & Wesson Customer Service Score by Age
Smith & Wesson's Customer Service 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 Service by Age data of Smith & Wesson.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.8 | 18-25 | 4.8 |
31-35 3.8 | 31-35 | 3.8 |
36-40 4.1 | 36-40 | 4.1 |
51-55 3.6 | 51-55 | 3.6 |
56-60 3.1 | 56-60 | 3.1 |
61-65 2 | 61-65 | 2 |
66+ 2.6 | 66+ | 2.6 |
Smith & Wesson Customer Service Score by Usage
Smith & Wesson's Customer Service score was rated the highest by customers who have used Smith & Wesson's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Smith & Wesson Customer Service Score by Industry
Smith & Wesson's Customer Service score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
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Smith & Wesson as an Employer
4.6/5
Smith & Wesson has a 4.6/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Smith & Wesson scored a 32 for Net Promoter Score and a -4 for Employee Net Promoter Score. NPS gauges how likely a customer of Smith & Wesson would recommend the brand to a friend. ENPS measures how likely Smith & Wesson employees would recommend working at Smith & Wesson to a friend.
Net Promoter Score
32
NPS Score
| 59% | Promoters |
|---|---|
| 14% | Passive |
| 27% | Detractors |
Employee Net Promoter Score
-4
eNPS Score
| 39% | Promoters |
|---|---|
| 18% | Passive |
| 43% | Detractors |
