-51
NPS
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Wayfair
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About Wayfair's Brand
Welcome to the home of possibilities. Among its major competitors, Wayfair is ranked in 8th place for NPS while Amazon is 1st, and IKEA is 2nd. Overall, Wayfair has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $21.31B
Brand at a Glance
61%
Customer Loyalty
1.9/5
Product Quality
1.7/5
Pricing
1.7/5
Customer Service
Wayfair CMO
Wayfair Ranking
- #4 / 4 of its competitors
Wayfair NPS
Wayfair's Net Promoter Score (NPS) is a -51 with 22% Promoters, 5% Passives, and 73% Detractors. Net Promoter Score tracks whether Wayfair's customers would recommend using the product based on a scale of -100 to 100.
Wayfair Overall NPS
| 22% | Promoters |
|---|---|
| 5% | Passives |
| 73% | Detractors |
Wayfair NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2023 -56 | Oct 2023 | -56 |
Dec 2023 -54 | Dec 2023 | -54 |
Feb 2024 -54 | Feb 2024 | -54 |
May 2024 -54 | May 2024 | -54 |
Jul 2024 -54 | Jul 2024 | -54 |
Oct 2024 -52 | Oct 2024 | -52 |
Nov 2024 -52 | Nov 2024 | -52 |
Feb 2025 -52 | Feb 2025 | -52 |
Mar 2025 -52 | Mar 2025 | -52 |
Apr 2025 -52 | Apr 2025 | -52 |
Jun 2025 -51 | Jun 2025 | -51 |
Nov 2025 -51 | Nov 2025 | -51 |
How Other Brands Compare
Wayfair is ranked #4 for NPS among its competitors. Amazon and IKEA come in first and second, with Macy's coming in at third. Among those competitors, it is the third most valued company behind Amazon.
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.
Wayfair NPS by Gender
Female customers rated Wayfair's NPS 16 points higher than Male customers.
Male
-88
Wayfair's NPS was rated -88 by Male customers on Comparably.
6%
Promoters
0%
Passives
94%
Detractors
Female
-72
Wayfair's NPS was rated -72 by Female customers on Comparably.
14%
Promoters
0%
Passives
86%
Detractors
Wayfair NPS by Ethnicity
Wayfair's NPS was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -80 | Caucasian | -80 |
Hispanic or Latino -20 | Hispanic or Latino | -20 |
African American/Black -100 | African American/Black | -100 |
Other -80 | Other | -80 |
Wayfair NPS by Age
Wayfair's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
Wayfair NPS by Usage
Wayfair's NPS was rated the highest by customers who have used Wayfair's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -90 | Less than 1 Year | -90 |
1 to 2 Years -40 | 1 to 2 Years | -40 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
5 to 10 Years -64 | 5 to 10 Years | -64 |
Over 10 Years -100 | Over 10 Years | -100 |
Wayfair NPS vs. Competitors
Compared to its competitors, Wayfair's NPS is rated right above One Kings lane, and is preceded by Serena & Lily.
| COMPANY | NPS Score | |
|---|---|---|
 | Amazon | 49 |
 | IKEA | 22 |
 | Homepolish | 0 |
 | Hayneedle | N/A |
 | Party City | -9 |
 | Macy's | -11 |
 | Houzz | -28 |
 | Serena & Lily | -32 |
| Wayfair | -51 |
 | One Kings lane | -100 |
Wayfair Customer Reviews
Out of the 13 Wayfair customer reviews 2 were positive and 11 were constructive. Wayfair customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Wayfair Customer Loyalty
61%
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.
61% of Wayfair 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?"
Wayfair Customer Loyalty Score by Gender
Female customers rated Wayfair's Customer Loyalty score 3% higher than Male customers.
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Male
66%
Yes
Female
69%
Yes
Wayfair Customer Loyalty Score by Ethnicity
Wayfair's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Wayfair.
71
out of 100
Caucasian
64
out of 100
Hispanic or Latino
78
out of 100
African American/Black
60
out of 100
Other
Wayfair Customer Loyalty Score by Age
Wayfair's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 78% | 26-30 | 78% |
31-35 55% | 31-35 | 55% |
41-45 74% | 41-45 | 74% |
46-50 40% | 46-50 | 40% |
51-55 78% | 51-55 | 78% |
56-60 70% | 56-60 | 70% |
61-65 66% | 61-65 | 66% |
66+ 65% | 66+ | 65% |
Wayfair Customer Loyalty Score by Usage
Wayfair's Customer Loyalty score was rated the highest by customers who have used Wayfair's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Wayfair Customer Loyalty Score by Industry
Wayfair's Customer Loyalty score was rated the highest by Education industry customers, and the lowest by Professional Services industry customers.
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Wayfair Customer Loyalty vs. Competitors
Compared to its competitors, Wayfair's Customer Loyalty score is rated right above Houzz, and is preceded by Party City.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Homepolish | 100% |
| Amazon | 89% |
| Serena & Lily | 80% |
| Macy's | 77% |
| IKEA | 76% |
| Party City | 68% |
| Wayfair | 61% |
| Houzz | 57% |
| One Kings lane | 10% |
| Hayneedle | N/A |
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Wayfair Product Quality
1.9/5
Wayfair has an overall Product Quality score of 1.9 out of 5 stars rated by its users and customers.
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Wayfair Product Information
Wayfair’s product quality score is a 1.9 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Wayfair's product the highest. Reviewers from the Tech industry rated Wayfair the lowest at 1.5.
- Website
- http://www.wayfair.com/
- Company Size
- 10,000+ Employees
Industry
Retail
Quick Insights into Wayfair Product Quality
Wayfair's Product Quality score was rated highest by Hispanic or Latino customers, and rated lowest by customers from the Tech industry.
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Ranked Wayfair Product Quality the Highest
Ranked Wayfair Product Quality the Lowest
Wayfair Product Quality Score by Gender
Male customers rated Wayfair's Product Quality score 0.1 stars higher than Female customers.
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Male
1.6/5
Female
1.5/5
Wayfair Product Quality Score by Ethnicity
Wayfair's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Wayfair.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.7 | Other | 1.7 |
Wayfair Product Quality Score by Age
Wayfair's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.9 | 26-30 | 2.9 |
31-35 2.1 | 31-35 | 2.1 |
41-45 1.8 | 41-45 | 1.8 |
46-50 2 | 46-50 | 2 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2 | 61-65 | 2 |
66+ 1.5 | 66+ | 1.5 |
Wayfair Product Quality Score by Usage
Wayfair's Product Quality score was rated the highest by customers who have used Wayfair's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Wayfair Product Quality Score by Industry
Wayfair's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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Wayfair Product Quality vs. Competitors
Compared to its competitors, Wayfair's Product Quality score is rated right above One Kings lane, and is preceded by Houzz.
| COMPANY | Product Quality Score | |
|---|---|---|
| Amazon | 4.2/5 |
| Homepolish | 4/5 |
| IKEA | 3.6/5 |
| Serena & Lily | 3.3/5 |
| Macy's | 3.1/5 |
| Party City | 3/5 |
| Houzz | 2.4/5 |
| Wayfair | 1.9/5 |
| One Kings lane | 1.5/5 |
| Hayneedle | N/A |
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Wayfair Pricing
Wayfair ROI & Value For Money
1.7/5
Wayfair has a value for money and ROI score of 1.7 out of 5 stars rated by its users and customers.
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Wayfair 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 Banking and Financial Services industry. The users from the Education industry think that they had the lowest ROI from Wayfair.
Quick Insights into Wayfair ROI
Wayfair's ROI score was rated highest by customers ages 46-50, and rated lowest by customers from the Tech industry.
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Ranked Wayfair ROI the Highest
Ranked Wayfair ROI the Lowest
Wayfair ROI Score by Gender
Wayfair's ROI score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Wayfair ROI Score by Ethnicity
Wayfair's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 2.7 | Hispanic or Latino | 2.7 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.5 | Other | 1.5 |
Wayfair ROI Score by Age
Wayfair's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.4 | 26-30 | 2.4 |
31-35 1.9 | 31-35 | 1.9 |
41-45 1.5 | 41-45 | 1.5 |
46-50 2.8 | 46-50 | 2.8 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Wayfair ROI Score by Usage
Wayfair's ROI score was rated the highest by customers who have used Wayfair's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Wayfair ROI Score by Industry
Wayfair's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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Wayfair Pricing vs. Competitors
Compared to its competitors, Wayfair's ROI score is rated right above Hayneedle, and is preceded by One Kings lane.
| COMPANY | Pricing Score | |
|---|---|---|
| Amazon | 4.1/5 |
| IKEA | 3.6/5 |
| Homepolish | 3.5/5 |
| Macy's | 3.1/5 |
| Party City | 2.9/5 |
| Serena & Lily | 2.8/5 |
| Houzz | 2.3/5 |
| One Kings lane | 2/5 |
| Wayfair | 1.7/5 |
| Hayneedle | N/A |
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Wayfair Customer Satisfaction (CSAT)
Wayfair Customer Satisfaction (CSAT) Score
26 / 100
Wayfair has an overall Customer Satisfaction score of 26 rated by its users and customers.
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Very Satisfied
17%
Satisfied
9%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
6%
Very Dissatisfied
62%
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 Wayfair Customer Satisfaction
Wayfair's Customer Satisfaction score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Professional Services industry.
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Ranked Wayfair Customer Satisfaction the Highest
Ranked Wayfair Customer Satisfaction the Lowest
Wayfair Customer Satisfaction Score by Gender
Male customers rated Wayfair's Customer Satisfaction score 6 points higher than Female customers.
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21 / 100
MaleVery Satisfied | 14% | |
|---|---|---|
Satisfied | 7% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 79% |
15 / 100
FemaleVery Satisfied | 12% | |
|---|---|---|
Satisfied | 3% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 6% | |
Very Dissatisfied | 73% |
Wayfair Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Wayfair's Customer Satisfaction (CSAT) score was rated 14% according to Caucasian users and customers.
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14 / 100
Very Satisfied
14%
Satisfied
0%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
3%
Very Dissatisfied
80%
CSAT according to Hispanic or Latino
Wayfair's Customer Satisfaction (CSAT) score was rated 25% according to Hispanic or Latino users and customers.
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25 / 100
Very Satisfied
0%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
50%
CSAT according to African American/Black
Wayfair's Customer Satisfaction (CSAT) score was rated 0% according to African American/Black users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
CSAT according to Other
Wayfair's Customer Satisfaction (CSAT) score was rated 24% according to Other users and customers.
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24 / 100
Very Satisfied
13%
Satisfied
11%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
13%
Very Dissatisfied
63%
Wayfair Customer Satisfaction Score by Age
Wayfair's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 25% | |||||||||||||||
| 31-35 | 33% | |||||||||||||||
| 41-45 | 29% | |||||||||||||||
| 46-50 | 33% | |||||||||||||||
| 51-55 | 0% | |||||||||||||||
| 56-60 | 0% | |||||||||||||||
| 61-65 | 29% | |||||||||||||||
| 66+ | 0% |
Wayfair Customer Satisfaction Score by Usage
Wayfair's Customer Satisfaction score was rated the highest by customers who have used Wayfair's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Wayfair Customer Satisfaction Score by Industry
Wayfair's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Professional Services industry customers.
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{
"title": "Wayfair Customer Satisfaction Score by Industry",
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"bars": [
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}Wayfair Customer Satisfaction vs. Competitors
Compared to its competitors, Wayfair's Customer Satisfaction score is rated right above Homepolish, and is preceded by Houzz.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Amazon | 84% |
| IKEA | 71% |
| Macy's | 52% |
| Party City | 51% |
| One Kings lane | 50% |
| Serena & Lily | 43% |
| Houzz | 37% |
| Wayfair | 26% |
| Homepolish | 0% |
| Hayneedle | 0% |
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Wayfair Customer Service
1.7/5
Wayfair has an overall Customer Service score of 1.7 out of 5 stars rated by its users and customers.
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About Wayfair's Customer Service
Address
4 Copley Place, Floor 7, Boston, MA 02116
Website
http://www.wayfair.com/
Phone Number
877-WAYFAIR
Wayfair's Social Links
Quick Insights into Wayfair Customer Service
Wayfair's Customer Service score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Tech industry.
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Ranked Wayfair Customer Service the Highest
Ranked Wayfair Customer Service the Lowest
Wayfair Customer Service Score by Gender
Male customers rated Wayfair's Customer Service score 0.1 stars higher than Female customers.
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Male
1.6/5
Female
1.5/5
Wayfair Customer Service Score by Ethnicity
Wayfair's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 2.7 | Hispanic or Latino | 2.7 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.5 | Other | 1.5 |
Wayfair Customer Service Score by Age
Wayfair's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 2.4 | 26-30 | 2.4 |
31-35 2 | 31-35 | 2 |
41-45 1.8 | 41-45 | 1.8 |
46-50 2.8 | 46-50 | 2.8 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.6 | 61-65 | 1.6 |
66+ 1.5 | 66+ | 1.5 |
Wayfair Customer Service Score by Usage
Wayfair's Customer Service score was rated the highest by customers who have used Wayfair's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Wayfair Customer Service Score by Industry
Wayfair's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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Wayfair Customer Service vs. Competitors
Compared to its competitors, Wayfair's Customer Service score is rated right above Hayneedle, and is preceded by Houzz.
| COMPANY | Customer Service Score | |
|---|---|---|
| Amazon | 4.2/5 |
| IKEA | 3.5/5 |
| Homepolish | 3.5/5 |
| One Kings lane | 3.5/5 |
| Serena & Lily | 2.9/5 |
| Party City | 2.9/5 |
| Macy's | 2.9/5 |
| Houzz | 2.2/5 |
| Wayfair | 1.7/5 |
| Hayneedle | N/A |
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Wayfair as an Employer
4.0/5
Wayfair has a 4.0/5 stars for its overall company culture rated by their employees
top
40%
Consumer vs. Employees
Wayfair scored a -51 for Net Promoter Score and a -8 for Employee Net Promoter Score. NPS gauges how likely a customer of Wayfair would recommend the brand to a friend. ENPS measures how likely Wayfair employees would recommend working at Wayfair to a friend.
Net Promoter Score
-51
NPS Score
| 22% | Promoters |
|---|---|
| 5% | Passive |
| 73% | Detractors |
Employee Net Promoter Score
-8
eNPS Score
| 35% | Promoters |
|---|---|
| 22% | Passive |
| 43% | Detractors |
