-27
NPS
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Tom Thumb
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About Tom Thumb's Brand
Among its major competitors, Tom Thumb is ranked in 2nd place for NPS while Kroger is 1st.
Brand at a Glance
81%
Customer Loyalty
3.4/5
Product Quality
3/5
Pricing
2.9/5
Customer Service
Tom Thumb Ranking
- #2 / 2 of its competitors
Tom Thumb NPS
Tom Thumb's Net Promoter Score (NPS) is a -27 with 23% Promoters, 27% Passives, and 50% Detractors. Net Promoter Score tracks whether Tom Thumb's customers would recommend using the product based on a scale of -100 to 100.
Tom Thumb Overall NPS
| 23% | Promoters |
|---|---|
| 27% | Passives |
| 50% | Detractors |
Tom Thumb NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2022 -40 | May 2022 | -40 |
Nov 2022 -45 | Nov 2022 | -45 |
Feb 2023 -34 | Feb 2023 | -34 |
Apr 2023 -43 | Apr 2023 | -43 |
Jul 2023 -47 | Jul 2023 | -47 |
Oct 2023 -44 | Oct 2023 | -44 |
Apr 2024 -36 | Apr 2024 | -36 |
May 2024 -34 | May 2024 | -34 |
Aug 2024 -38 | Aug 2024 | -38 |
Sep 2024 -40 | Sep 2024 | -40 |
Oct 2024 -33 | Oct 2024 | -33 |
Jan 2025 -28 | Jan 2025 | -28 |
How Other Brands Compare
Tom Thumb is ranked second for NPS among its competitors. Kroger comes in first.
Tom Thumb |  Kroger | |
| Global Ranking | #- | #151 |
| NPS | -27 | 0 |
| Valuation Updated every 24 hours for public companies | - | $27.03B |
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.
Tom Thumb 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 Tom Thumb users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Tom Thumb Customer Loyalty vs. Competitors
Compared to its competitors, Tom Thumb's Customer Loyalty score is rated right above Kroger.
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Tom Thumb Product Quality
3.4/5
Tom Thumb has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Tom Thumb Product Information
Tom Thumb’s product quality score is a 3.4 out of 5 as rated by its users and customers.
Tom Thumb Product Quality vs. Competitors
Compared to its competitors, Tom Thumb's Product Quality score is rated right below Kroger.
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Tom Thumb Pricing
Tom Thumb ROI & Value For Money
3/5
Tom Thumb has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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Tom Thumb Pricing vs. Competitors
Compared to its competitors, Tom Thumb's ROI score is rated right below Kroger.
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Tom Thumb Customer Satisfaction (CSAT)
Tom Thumb Customer Satisfaction (CSAT) Score
40 / 100
Tom Thumb has an overall Customer Satisfaction score of 40 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
27%
Satisfied
13%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
13%
Very Dissatisfied
27%
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.
Tom Thumb Customer Satisfaction vs. Competitors
Compared to its competitors, Tom Thumb's Customer Satisfaction score is rated right below Kroger.
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Tom Thumb Customer Service
2.9/5
Tom Thumb has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About Tom Thumb's Customer Service
Website
https://www.tomthumb.com/home.html
Tom Thumb Customer Service vs. Competitors
Compared to its competitors, Tom Thumb's Customer Service score is rated right below Kroger.
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Tom Thumb as an Employer
Consumer vs. Employees
Tom Thumb scored a -27 for Net Promoter Score and a -21 for Employee Net Promoter Score. NPS gauges how likely a customer of Tom Thumb would recommend the brand to a friend. ENPS measures how likely Tom Thumb employees would recommend working at Tom Thumb to a friend.
Net Promoter Score
-27
NPS Score
| 23% | Promoters |
|---|---|
| 27% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
-21
eNPS Score
| 31% | Promoters |
|---|---|
| 17% | Passive |
| 52% | Detractors |
