36
NPS
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Watsons
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About Watsons' Brand
Watsons Personal Care Stores (Malaysia) Sdn. Bhd. is part of the Health and Beauty Store chain of A.S Watson.
Brand at a Glance
85%
Customer Loyalty
4.4/5
Product Quality
4/5
Pricing
4.1/5
Customer Service
Watsons CMO
Watsons NPS
Watsons's Net Promoter Score (NPS) is a 36 with 56% Promoters, 24% Passives, and 20% Detractors. Net Promoter Score tracks whether Watsons's customers would recommend using the product based on a scale of -100 to 100.
Watsons Overall NPS
| 56% | Promoters |
|---|---|
| 24% | Passives |
| 20% | Detractors |
Watsons NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2024 39 | Apr 2024 | 39 |
May 2024 41 | May 2024 | 41 |
Jun 2024 40 | Jun 2024 | 40 |
Aug 2024 39 | Aug 2024 | 39 |
Sep 2024 38 | Sep 2024 | 38 |
Nov 2024 38 | Nov 2024 | 38 |
Mar 2025 39 | Mar 2025 | 39 |
May 2025 38 | May 2025 | 38 |
Jul 2025 36 | Jul 2025 | 36 |
Oct 2025 37 | Oct 2025 | 37 |
Dec 2025 35 | Dec 2025 | 35 |
Apr 2026 36 | Apr 2026 | 36 |
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.
Watsons NPS by Gender
Male customers rated Watsons's NPS 42 points higher than Female customers.
Male
86
Watsons's NPS was rated 86 by Male customers on Comparably.
86%
Promoters
14%
Passives
0%
Detractors
Female
44
Watsons's NPS was rated 44 by Female customers on Comparably.
61%
Promoters
22%
Passives
17%
Detractors
Watsons NPS by Ethnicity
Watsons's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 56 | Asian or Pacific Islander | 56 |
Other 45 | Other | 45 |
Watsons NPS by Age
Watsons's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Watsons NPS by Usage
Watsons's NPS was rated the highest by customers who have used Watsons's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 80 | Less than 1 Year | 80 |
1 to 2 Years 80 | 1 to 2 Years | 80 |
2 to 5 Years 54 | 2 to 5 Years | 54 |
5 to 10 Years 20 | 5 to 10 Years | 20 |
Over 10 Years 34 | Over 10 Years | 34 |
Watsons Customer Reviews
Out of the 10 Watsons customer reviews 9 were positive and 1 was constructive. Watsons customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Watsons Customer Loyalty
85%
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.
85% of Watsons 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?"
Watsons Customer Loyalty Score by Gender
Male customers rated Watsons's Customer Loyalty score 20% higher than Female customers.
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Male
100%
Yes
Female
80%
Yes
Watsons Customer Loyalty Score by Ethnicity
Watsons's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Watsons.
75
out of 100
Asian or Pacific Islander
100
out of 100
Other
Watsons Customer Loyalty Score by Age
Watsons's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Watsons.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 84% | 18-25 | 84% |
26-30 78% | 26-30 | 78% |
Watsons Customer Loyalty Score by Usage
Watsons's Customer Loyalty score was rated the highest by customers who have used Watsons's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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.
Watsons Customer Loyalty Score by Industry
Watsons's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Watsons Product Quality
4.4/5
Watsons has an overall Product Quality score of 4.4 out of 5 stars rated by its users and customers.
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Watsons Product Information
Watsons’s product quality score is a 4.4 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Watsons's product the highest. Reviewers from the Tech industry rated Watsons the lowest at 3.6.
- Website
- http://watsons.com.my
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Consumer Services
Hardware and Devices
Quick Insights into Watsons Product Quality
Watsons's Product Quality score was rated highest by customers who have used Watsons's products/services for 1 to 2 Years, and rated lowest by customers ages 26-30.
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Ranked Watsons Product Quality the Highest
Ranked Watsons Product Quality the Lowest
Watsons Product Quality Score by Gender
Male customers rated Watsons's Product Quality score 0.6 stars higher than Female customers.
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Male
5/5
Female
4.4/5
Watsons Product Quality Score by Ethnicity
Watsons's Product Quality score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Watsons.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.4 | Asian or Pacific Islander | 4.4 |
Other 4.6 | Other | 4.6 |
Watsons Product Quality Score by Age
Watsons's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Watsons.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.7 | 18-25 | 4.7 |
26-30 3.2 | 26-30 | 3.2 |
Watsons Product Quality Score by Usage
Watsons's Product Quality score was rated the highest by customers who have used Watsons's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Watsons Product Quality Score by Industry
Watsons's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Watsons Pricing
Watsons ROI & Value For Money
4/5
Watsons has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Watsons 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 Accounting industry. The users from the Tech industry think that they had the lowest ROI from Watsons.
Quick Insights into Watsons ROI
Watsons's ROI score was rated highest by Male customers, and rated lowest by customers from the Tech industry.
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Ranked Watsons ROI the Highest
Ranked Watsons ROI the Lowest
Watsons ROI Score by Gender
Male customers rated Watsons's ROI score 0.7 stars higher than Female customers.
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Male
4.8/5
Female
4.1/5
Watsons ROI Score by Ethnicity
Watsons's ROI score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Watsons.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 4.3 | Other | 4.3 |
Watsons ROI Score by Age
Watsons's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Watsons.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 3.2 | 26-30 | 3.2 |
Watsons ROI Score by Usage
Watsons's ROI score was rated the highest by customers who have used Watsons's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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Watsons ROI Score by Industry
Watsons's ROI score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Watsons Customer Satisfaction (CSAT)
Watsons Customer Satisfaction (CSAT) Score
87 / 100
Watsons has an overall Customer Satisfaction score of 87 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
51%
Satisfied
36%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
3%
Very Dissatisfied
2%
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 Watsons Customer Satisfaction
Watsons's Customer Satisfaction score was rated highest by customers who have used Watsons's products/services for 1 to 2 Years, and rated lowest by customers who have used Watsons's products/services for Over 10 Years.
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Ranked Watsons Customer Satisfaction the Highest
Ranked Watsons Customer Satisfaction the Lowest
Watsons Customer Satisfaction Score by Gender
Male customers rated Watsons's Customer Satisfaction score 17 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Watsons.
100 / 100
MaleVery Satisfied | 86% | |
|---|---|---|
Satisfied | 14% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
83 / 100
FemaleVery Satisfied | 53% | |
|---|---|---|
Satisfied | 30% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 0% | |
Very Dissatisfied | 4% |
Watsons Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Watsons' Customer Satisfaction (CSAT) score was rated 84% according to Asian or Pacific Islander users and customers.
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84 / 100
Very Satisfied
56%
Satisfied
28%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
0%
Very Dissatisfied
5%
CSAT according to Other
Watsons' Customer Satisfaction (CSAT) score was rated 89% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Watsons.
89 / 100
Very Satisfied
67%
Satisfied
22%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
0%
Very Dissatisfied
0%
Watsons Customer Satisfaction Score by Age
Watsons's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Watsons.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 87% | |||||||||||||||
| 26-30 | 75% |
Watsons Customer Satisfaction Score by Usage
Watsons's Customer Satisfaction score was rated the highest by customers who have used Watsons's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Watsons Customer Satisfaction Score by Industry
Watsons's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"title": "Watsons Customer Satisfaction Score by Industry",
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"label": "Tech",
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"stars": 0,
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"scoreLabel": 75
},
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"label": "Accounting",
"groupId": 495,
"score": 100,
"stars": 0,
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}Watsons Customer Service
4.1/5
Watsons has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
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About Watsons's Customer Service
Website
http://watsons.com.my
Phone Number
+60 1-300-88-0847
Quick Insights into Watsons Customer Service
Watsons's Customer Service score was rated highest by customers who have used Watsons's products/services for Less than 1 Year, and rated lowest by customers ages 26-30.
Sign Up to unlock insights into how customers have ranked Watsons' Customer Service score.
Ranked Watsons Customer Service the Highest
Ranked Watsons Customer Service the Lowest
Watsons Customer Service Score by Gender
Male customers rated Watsons's Customer Service score 0.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Watsons.
Male
4.8/5
Female
4/5
Watsons Customer Service Score by Ethnicity
Watsons's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Watsons.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Other 4.1 | Other | 4.1 |
Watsons Customer Service Score by Age
Watsons's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Watsons.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 3.1 | 26-30 | 3.1 |
Watsons Customer Service Score by Usage
Watsons's Customer Service score was rated the highest by customers who have used Watsons's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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Watsons Customer Service Score by Industry
Watsons's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Watsons as an Employer
Consumer vs. Employees
Watsons scored a 36 for Net Promoter Score and a 44 for Employee Net Promoter Score. NPS gauges how likely a customer of Watsons would recommend the brand to a friend. ENPS measures how likely Watsons employees would recommend working at Watsons to a friend.
Net Promoter Score
36
NPS Score
| 56% | Promoters |
|---|---|
| 24% | Passive |
| 20% | Detractors |
Employee Net Promoter Score
44
eNPS Score
| 65% | Promoters |
|---|---|
| 14% | Passive |
| 21% | Detractors |
