-34
NPS
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Waitrose
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About Waitrose's Brand
Waitrose is a chain of British supermarkets, which forms the food retail division of Britain's largest employee-owned retailer. Among its major competitors, Waitrose is ranked in 4th place for NPS while Wm Morrison Supermarkets is 1st, and Publix Super Markets is 2nd.
Brand at a Glance
10%
Customer Loyalty
4.5/5
Product Quality
1.5/5
Pricing
3/5
Customer Service
Waitrose Ranking
- #4 / 4 of its competitors
Waitrose NPS
Waitrose's Net Promoter Score (NPS) is a -34 with 33% Promoters, 0% Passives, and 67% Detractors. Net Promoter Score tracks whether Waitrose's customers would recommend using the product based on a scale of -100 to 100.
Waitrose Overall NPS
| 33% | Promoters |
|---|---|
| 0% | Passives |
| 67% | Detractors |
Waitrose NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2022 100 | May 2022 | 100 |
Feb 2024 0 | Feb 2024 | 0 |
Oct 2025 -33 | Oct 2025 | -33 |
How Other Brands Compare
Waitrose is ranked #4 for NPS among its competitors. Wm Morrison Supermarkets and Publix Super Markets come in first and second, with Tesco coming in at third.
Waitrose |  Publix Super Markets |  Wm Morrison Supermarkets |  Tesco | |
| Global Ranking | #- | #246 | #- | #- |
| NPS | -34 | 35 | 67 | 14 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | - | $5.85B | - |
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.
Waitrose NPS vs. Competitors
Compared to its competitors, Waitrose's NPS is rated right below Tesco.
| COMPANY | NPS Score | |
|---|---|---|
| Wm Morrison Supermarkets | 67 |
| Publix Super Markets | 35 |
| Tesco | 14 |
| Waitrose | -34 |
Waitrose Customer Loyalty
10%
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.
10% of Waitrose users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Waitrose Customer Loyalty vs. Competitors
Compared to its competitors, Waitrose's Customer Loyalty score is rated right below Tesco.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Wm Morrison Supermarkets | 100% |
| Publix Super Markets | 87% |
| Tesco | 74% |
| Waitrose | 10% |
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Waitrose Product Quality
4.5/5
Waitrose has an overall Product Quality score of 4.5 out of 5 stars rated by its users and customers.
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Waitrose Product Information
Waitrose’s product quality score is a 4.5 out of 5 as rated by its users and customers.
- Website
- http://www.waitrose.com/
- Company Size
- 10,000+ Employees
Industry
Tech
Food & Beverages
Waitrose Product Quality vs. Competitors
Compared to its competitors, Waitrose's Product Quality score is rated right above Publix Super Markets, and is preceded by Wm Morrison Supermarkets.
| COMPANY | Product Quality Score | |
|---|---|---|
| Wm Morrison Supermarkets | 4.5/5 |
| Waitrose | 4.5/5 |
| Publix Super Markets | 4/5 |
| Tesco | 3.7/5 |
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Waitrose Pricing
Waitrose ROI & Value For Money
1.5/5
Waitrose has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
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Waitrose Pricing vs. Competitors
Compared to its competitors, Waitrose's ROI score is rated right below Tesco.
| COMPANY | Pricing Score | |
|---|---|---|
| Wm Morrison Supermarkets | 4.5/5 |
| Publix Super Markets | 3.7/5 |
| Tesco | 3.3/5 |
| Waitrose | 1.5/5 |
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Waitrose Customer Satisfaction (CSAT)
Waitrose Customer Satisfaction (CSAT) Score
50 / 100
Waitrose has an overall Customer Satisfaction score of 50 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
0%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
50%
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.
Waitrose Customer Satisfaction vs. Competitors
Compared to its competitors, Waitrose's Customer Satisfaction score is rated right above Wm Morrison Supermarkets, and is preceded by Publix Super Markets.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Tesco | 75% |
| Publix Super Markets | 73% |
| Waitrose | 50% |
| Wm Morrison Supermarkets | 0% |
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Waitrose Customer Service
3/5
Waitrose has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
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About Waitrose's Customer Service
Address
Blackwell, TX United States of America
Website
http://www.waitrose.com/
Phone Number
44 1344 424 680
Waitrose Customer Service vs. Competitors
Compared to its competitors, Waitrose's Customer Service score is rated right below Tesco.
| COMPANY | Customer Service Score | |
|---|---|---|
| Wm Morrison Supermarkets | 5/5 |
| Publix Super Markets | 3.9/5 |
| Tesco | 3.5/5 |
| Waitrose | 3/5 |
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Consumer vs. Employees
Waitrose scored a -34 for Net Promoter Score and a -100 for Employee Net Promoter Score. NPS gauges how likely a customer of Waitrose would recommend the brand to a friend. ENPS measures how likely Waitrose employees would recommend working at Waitrose to a friend.
Net Promoter Score
-34
NPS Score
| 33% | Promoters |
|---|---|
| 0% | Passive |
| 67% | Detractors |
Employee Net Promoter Score
-100
eNPS Score
| 0% | Promoters |
|---|---|
| 0% | Passive |
| 100% | Detractors |
