-4
NPS
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Theory
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About Theory's Brand
Theory The latest news, collections and happenings.
Brand at a Glance
69%
Customer Loyalty
3.2/5
Product Quality
3.1/5
Pricing
2.7/5
Customer Service
Theory CMO
J Ostrow
J Ostrow serves as the Chief Marketing Officer of Theory. J started at Theory in Mar of 2017. J currently resides in the Greater New York City Area.
Theory NPS
Theory's Net Promoter Score (NPS) is a -4 with 42% Promoters, 12% Passives, and 46% Detractors. Net Promoter Score tracks whether Theory's customers would recommend using the product based on a scale of -100 to 100.
Theory Overall NPS
| 42% | Promoters |
|---|---|
| 12% | Passives |
| 46% | Detractors |
Theory NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2023 -18 | Feb 2023 | -18 |
Mar 2023 -25 | Mar 2023 | -25 |
Jun 2023 -30 | Jun 2023 | -30 |
Jul 2023 -12 | Jul 2023 | -12 |
Aug 2023 -17 | Aug 2023 | -17 |
Sep 2023 -22 | Sep 2023 | -22 |
Dec 2023 -15 | Dec 2023 | -15 |
Jan 2024 -9 | Jan 2024 | -9 |
Mar 2024 -6 | Mar 2024 | -6 |
May 2024 -8 | May 2024 | -8 |
Oct 2024 -5 | Oct 2024 | -5 |
Nov 2024 -4 | Nov 2024 | -4 |
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.
Theory NPS by Gender
Theory's NPS was rated -60 by Female customers on Comparably.
Female
-60
Theory's NPS was rated -60 by Female customers on Comparably.
20%
Promoters
0%
Passives
80%
Detractors
Male
N/A
Theory's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Theory NPS by Usage
Theory's NPS was rated 0 points by customers who have used Theory's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years 0 | Over 10 Years | 0 |
Theory Customer Loyalty
69%
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.
69% of Theory users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Theory Customer Loyalty Score by Gender
Theory's Customer Loyalty score was rated 64 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Theory.
Female
64%
Yes
Male
N/A
Yes
Theory Customer Loyalty Score by Usage
Theory's Customer Loyalty score was rated 78% by customers who have used Theory's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Theory Product Quality
3.2/5
Theory has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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Theory Product Information
Theory’s product quality score is a 3.2 out of 5 as rated by its users and customers.
- Website
- http://www.theory.com/
- Company Size
- 501-1,000 Employees
Quick Insights into Theory Product Quality
Theory's Product Quality score was rated highest by customers who have used Theory's products/services for Over 10 Years.
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Ranked Theory Product Quality the Highest
Theory Product Quality Score by Gender
Theory's Product Quality score was rated 3.4 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Theory.
Female
3.4/5
Male
N/A
Theory Product Quality Score by Usage
Theory's Product Quality score was rated 3.9 stars by customers who have used Theory's products/services for Over 10 Years.
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Theory Pricing
Theory ROI & Value For Money
3.1/5
Theory has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Quick Insights into Theory ROI
Theory's ROI score was rated highest by customers who have used Theory's products/services for Over 10 Years.
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Ranked Theory ROI the Highest
Theory ROI Score by Gender
Theory's ROI score was rated 3.5 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Theory.
Female
3.5/5
Male
N/A
Theory ROI Score by Usage
Theory's ROI score was rated 3.7 stars by customers who have used Theory's products/services for Over 10 Years.
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Theory Customer Satisfaction (CSAT)
Theory Customer Satisfaction (CSAT) Score
45 / 100
Theory has an overall Customer Satisfaction score of 45 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
25%
Satisfied
20%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
15%
Very Dissatisfied
15%
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 Theory Customer Satisfaction
Theory's Customer Satisfaction score was rated highest by customers who have used Theory's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Theory's Customer Satisfaction.
Ranked Theory Customer Satisfaction the Highest
Theory Customer Satisfaction Score by Gender
Theory's Customer Satisfaction score was rated 20 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Theory.
20 / 100
FemaleVery Satisfied | 20% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 40% | |
Dissatisfied | 40% | |
Very Dissatisfied | 0% |
Theory Customer Satisfaction Score by Usage
Theory's Customer Satisfaction score was rated 50 points by customers who have used Theory's products/services for Over 10 Years.
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Theory Customer Service
2.7/5
Theory has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
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About Theory's Customer Service
Address
38 Gansevoort Street, New York City, NY
Website
http://www.theory.com/
Phone Number
+44 20 7985 8420
Quick Insights into Theory Customer Service
Theory's Customer Service score was rated highest by customers who have used Theory's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Theory's Customer Service score.
Ranked Theory Customer Service the Highest
Theory Customer Service Score by Gender
Theory's Customer Service score was rated 2.2 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Theory.
Female
2.2/5
Male
N/A
Theory Customer Service Score by Usage
Theory's Customer Service score was rated 3.2 stars by customers who have used Theory's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Theory as an Employer
4.2/5
Theory has a 4.2/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Theory scored a -4 for Net Promoter Score and a 37 for Employee Net Promoter Score. NPS gauges how likely a customer of Theory would recommend the brand to a friend. ENPS measures how likely Theory employees would recommend working at Theory to a friend.
Net Promoter Score
-4
NPS Score
| 42% | Promoters |
|---|---|
| 12% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
37
eNPS Score
| 62% | Promoters |
|---|---|
| 13% | Passive |
| 25% | Detractors |
