37
NPS
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Brand Page
Toolstation
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About Toolstation's Brand
Retailer of tools and building materials. The company supplies tools, accessories and building products to the trade, home improver and self-builders in the United Kingdom.
Brand at a Glance
81%
Customer Loyalty
4/5
Product Quality
4/5
Pricing
4.1/5
Customer Service
Toolstation NPS
Toolstation's Net Promoter Score (NPS) is a 37 with 62% Promoters, 13% Passives, and 25% Detractors. Net Promoter Score tracks whether Toolstation's customers would recommend using the product based on a scale of -100 to 100.
Toolstation Overall NPS
| 62% | Promoters |
|---|---|
| 13% | Passives |
| 25% | Detractors |
Toolstation NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2020 100 | Sep 2020 | 100 |
Apr 2021 0 | Apr 2021 | 0 |
Jul 2021 33 | Jul 2021 | 33 |
Mar 2022 0 | Mar 2022 | 0 |
May 2022 20 | May 2022 | 20 |
Jun 2022 33 | Jun 2022 | 33 |
Sep 2022 43 | Sep 2022 | 43 |
Jun 2024 37 | Jun 2024 | 37 |
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.
Toolstation 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 Toolstation 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?"
Toolstation Product Quality
4/5
Toolstation has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
Sign Up to unlock Toolstation's overall Product Quality score rated by its users and customers.
Toolstation Product Information
Toolstation’s product quality score is a 4 out of 5 as rated by its users and customers.
- Website
- www.toolstation.com
- Company Size
- 1,001-5,000 Employees
Toolstation Pricing
Toolstation ROI & Value For Money
4/5
Toolstation has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Toolstation Customer Satisfaction (CSAT)
Toolstation Customer Satisfaction (CSAT) Score
60 / 100
Toolstation has an overall Customer Satisfaction score of 60 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
40%
Satisfied
20%
Neither Satisfied nor Dissatisfied
40%
Dissatisfied
0%
Very Dissatisfied
0%
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.
Toolstation Customer Service
4.1/5
Toolstation has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
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About Toolstation's Customer Service
Address
18 Whiteladies Road, Bristol, BS8 2LG Bahamas
Website
www.toolstation.com
Phone Number
6
Consumer vs. Employees
Toolstation scored a 37 for Net Promoter Score and a 0 for Employee Net Promoter Score. NPS gauges how likely a customer of Toolstation would recommend the brand to a friend. ENPS measures how likely Toolstation employees would recommend working at Toolstation to a friend.
Net Promoter Score
37
NPS Score
| 62% | Promoters |
|---|---|
| 13% | Passive |
| 25% | Detractors |
Employee Net Promoter Score
0
eNPS Score
| 50% | Promoters |
|---|---|
| 0% | Passive |
| 50% | Detractors |
