2
NPS
Learn More about Brand Intelligence Solutions
Find out what hundreds of thousands of customers are saying about your brand, your competitors and others in the industry
Thank you for inquiring about Comparably's Brand Intelligence Solutions
A member from Comparably's team member will be reaching out shortly to set up a time to speak about our Brand Intelligence Solutions
Brand Page
WHSmith
Marketing or Exec? Claim Your Free Account
About WHSmith's Brand
WHSmith is a British retailer which operates a chain of High Street, railway station, airport, hospital, and motorway service station shops.
Brand at a Glance
71%
Customer Loyalty
3.8/5
Product Quality
3.4/5
Pricing
3.7/5
Customer Service
WHSmith NPS
WHSmith's Net Promoter Score (NPS) is a 2 with 38% Promoters, 26% Passives, and 36% Detractors. Net Promoter Score tracks whether WHSmith's customers would recommend using the product based on a scale of -100 to 100.
WHSmith Overall NPS
| 38% | Promoters |
|---|---|
| 26% | Passives |
| 36% | Detractors |
WHSmith NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2023 -13 | Sep 2023 | -13 |
Oct 2023 -5 | Oct 2023 | -5 |
Nov 2023 -4 | Nov 2023 | -4 |
Dec 2023 2 | Dec 2023 | 2 |
Jan 2024 0 | Jan 2024 | 0 |
Mar 2024 -3 | Mar 2024 | -3 |
May 2024 0 | May 2024 | 0 |
Jun 2024 3 | Jun 2024 | 3 |
Aug 2024 0 | Aug 2024 | 0 |
Oct 2024 2 | Oct 2024 | 2 |
Nov 2024 -1 | Nov 2024 | -1 |
Jan 2025 2 | Jan 2025 | 2 |
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.
WHSmith NPS by Gender
Female customers rated WHSmith's NPS 63 points higher than Male customers.
Male
-20
WHSmith's NPS was rated -20 by Male customers on Comparably.
30%
Promoters
20%
Passives
50%
Detractors
Female
43
WHSmith's NPS was rated 43 by Female customers on Comparably.
57%
Promoters
29%
Passives
14%
Detractors
WHSmith NPS by Ethnicity
WHSmith's NPS was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 12 | Caucasian | 12 |
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
WHSmith NPS by Age
WHSmith's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
WHSmith NPS by Usage
WHSmith's NPS was rated the highest by customers who have used WHSmith's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 0 | Less than 1 Year | 0 |
1 to 2 Years -34 | 1 to 2 Years | -34 |
2 to 5 Years 33 | 2 to 5 Years | 33 |
Over 10 Years 40 | Over 10 Years | 40 |
WHSmith Customer Reviews
Out of the 3 WHSmith customer reviews 2 were positive and 1 was constructive. WHSmith 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
WHSmith Customer Loyalty
71%
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.
71% of WHSmith 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?"
WHSmith Customer Loyalty Score by Gender
Female customers rated WHSmith's Customer Loyalty score 23% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of WHSmith.
Male
64%
Yes
Female
87%
Yes
WHSmith Customer Loyalty Score by Ethnicity
WHSmith's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of WHSmith.
55
out of 100
Caucasian
78
out of 100
Asian or Pacific Islander
WHSmith Customer Loyalty Score by Age
WHSmith's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of WHSmith.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 80% | 18-25 | 80% |
36-40 40% | 36-40 | 40% |
WHSmith Customer Loyalty Score by Usage
WHSmith's Customer Loyalty score was rated the highest by customers who have used WHSmith's products/services for Less than 1 Year, 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.
WHSmith Customer Loyalty Score by Industry
WHSmith's Customer Loyalty score was rated the highest by Retail industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
WHSmith Product Quality
3.8/5
WHSmith has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
Sign Up to unlock WHSmith's overall Product Quality score rated by its users and customers.
WHSmith Product Information
WHSmith’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated WHSmith's product the highest. Reviewers from the Accounting industry rated WHSmith the lowest at 2.5.
- Website
- http://www.whsmith.co.uk/
- Company Size
- 10,000+ Employees
Industry
Ecommerce and Marketplaces
Marketplaces
Quick Insights into WHSmith Product Quality
WHSmith's Product Quality score was rated highest by customers from the Tech industry, and rated lowest by customers from the Accounting industry.
Sign Up to unlock insights into how customers have ranked WHSmith's Product Quality.
Ranked WHSmith Product Quality the Highest
Ranked WHSmith Product Quality the Lowest
WHSmith Product Quality Score by Gender
Female customers rated WHSmith's Product Quality score 0.7 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of WHSmith.
Male
3.6/5
Female
4.3/5
WHSmith Product Quality Score by Ethnicity
WHSmith's Product Quality score was rated the highest by Caucasian 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 WHSmith.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4 | Caucasian | 4 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
WHSmith Product Quality Score by Age
WHSmith's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of WHSmith.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
36-40 3.3 | 36-40 | 3.3 |
WHSmith Product Quality Score by Usage
WHSmith's Product Quality score was rated the highest by customers who have used WHSmith's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
WHSmith Product Quality Score by Industry
WHSmith's Product Quality score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
WHSmith Pricing
WHSmith ROI & Value For Money
3.4/5
WHSmith has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
Sign Up to unlock WHSmith's overall ROI score rated by its users and customers.
WHSmith 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 Retail industry. The users from the Accounting industry think that they had the lowest ROI from WHSmith.
Quick Insights into WHSmith ROI
WHSmith's ROI score was rated highest by Female customers, and rated lowest by customers from the Accounting industry.
Sign Up to unlock insights into how customers have ranked WHSmith's ROI score.
Ranked WHSmith ROI the Highest
Ranked WHSmith ROI the Lowest
WHSmith ROI Score by Gender
Female customers rated WHSmith's ROI score 0.7 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of WHSmith.
Male
3.3/5
Female
4/5
WHSmith ROI Score by Ethnicity
WHSmith's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of WHSmith.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
WHSmith ROI Score by Age
WHSmith's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full ROI by Age data of WHSmith.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.4 | 18-25 | 3.4 |
36-40 3.6 | 36-40 | 3.6 |
WHSmith ROI Score by Usage
WHSmith's ROI score was rated the highest by customers who have used WHSmith's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
WHSmith ROI Score by Industry
WHSmith's ROI score was rated the highest by Retail industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
WHSmith Customer Satisfaction (CSAT)
WHSmith Customer Satisfaction (CSAT) Score
76 / 100
WHSmith has an overall Customer Satisfaction score of 76 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
48%
Satisfied
28%
Neither Satisfied nor Dissatisfied
24%
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.
Quick Insights into WHSmith Customer Satisfaction
WHSmith's Customer Satisfaction score was rated highest by customers from the Retail industry, and rated lowest by customers from the Accounting industry.
Sign Up to unlock insights into how customers have ranked WHSmith's Customer Satisfaction.
Ranked WHSmith Customer Satisfaction the Highest
Ranked WHSmith Customer Satisfaction the Lowest
WHSmith Customer Satisfaction Score by Gender
Female customers rated WHSmith's Customer Satisfaction score 23 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of WHSmith.
60 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 40% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
83 / 100
FemaleVery Satisfied | 66% | |
|---|---|---|
Satisfied | 17% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
WHSmith Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
WHSmith's Customer Satisfaction (CSAT) score was rated 71% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of WHSmith.
71 / 100
Very Satisfied
57%
Satisfied
14%
Neither Satisfied nor Dissatisfied
29%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
WHSmith's Customer Satisfaction (CSAT) score was rated 50% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of WHSmith.
50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
50%
Dissatisfied
0%
Very Dissatisfied
0%
WHSmith Customer Satisfaction Score by Age
WHSmith's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of WHSmith.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 56% | |||||||||||||||
| 36-40 | 67% |
WHSmith Customer Satisfaction Score by Usage
WHSmith's Customer Satisfaction score was rated the highest by customers who have used WHSmith's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
WHSmith Customer Satisfaction Score by Industry
WHSmith's Customer Satisfaction score was rated the highest by Retail industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "WHSmith Customer Satisfaction Score by Industry",
"text": "WHSmith's Customer Satisfaction score was rated the highest by Retail industry customers, and the lowest by Accounting industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "WHSmith's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Accounting",
"groupId": 495,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "WHSmith's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Retail",
"groupId": 559,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "WHSmith's Customer Satisfaction score is rated by Retail customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
}
]
}WHSmith Customer Service
3.7/5
WHSmith has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock WHSmith's overall Customer Service score rated by its users and customers.
About WHSmith's Customer Service
Address
Greenbridge Road Swindon,
Website
http://www.whsmith.co.uk/
Phone Number
+44 1793 616161
Quick Insights into WHSmith Customer Service
WHSmith's Customer Service score was rated highest by customers from the Retail industry, and rated lowest by customers from the Accounting industry.
Sign Up to unlock insights into how customers have ranked WHSmith's Customer Service score.
Ranked WHSmith Customer Service the Highest
Ranked WHSmith Customer Service the Lowest
WHSmith Customer Service Score by Gender
Female customers rated WHSmith's Customer Service score 0.5 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of WHSmith.
Male
3.6/5
Female
4.1/5
WHSmith Customer Service Score by Ethnicity
WHSmith's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of WHSmith.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
WHSmith Customer Service Score by Age
WHSmith's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of WHSmith.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
36-40 3.5 | 36-40 | 3.5 |
WHSmith Customer Service Score by Usage
WHSmith's Customer Service score was rated the highest by customers who have used WHSmith's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
WHSmith Customer Service Score by Industry
WHSmith's Customer Service score was rated the highest by Retail industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
WHSmith as an Employer
Consumer vs. Employees
WHSmith scored a 2 for Net Promoter Score and a -32 for Employee Net Promoter Score. NPS gauges how likely a customer of WHSmith would recommend the brand to a friend. ENPS measures how likely WHSmith employees would recommend working at WHSmith to a friend.
Net Promoter Score
2
NPS Score
| 38% | Promoters |
|---|---|
| 26% | Passive |
| 36% | Detractors |
Employee Net Promoter Score
-32
eNPS Score
| 18% | Promoters |
|---|---|
| 32% | Passive |
| 50% | Detractors |
