11
NPS
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Chewy is ranked #29 in Top Brands for MillennialsAwards & Recognition
Chewy is ranked #29 in Top Brands for Millennials
Awards & Recognition
About Chewy's Brand
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. Chewy’s brand is ranked #186 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of Chewy. When compared to other organizations within the Retail industry, Chewy is ranked #29. Among its major competitors, Chewy is ranked in 2nd place for NPS while Amazon is 1st, and Petco is 3rd. Overall, Chewy has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $33.74B
Brand at a Glance
84%
Customer Loyalty
3.4/5
Product Quality
3.3/5
Pricing
3.3/5
Customer Service
Chewy CMO
Chewy Ranking
- #29 in Top Brands for Millennials
- #29 in Retail
- #2 / 4 of its competitors
Chewy NPS
Chewy's Net Promoter Score (NPS) is a 11 with 51% Promoters, 9% Passives, and 40% Detractors. Net Promoter Score tracks whether Chewy's customers would recommend using the product based on a scale of -100 to 100.
Chewy Overall NPS
| 51% | Promoters |
|---|---|
| 9% | Passives |
| 40% | Detractors |
Chewy NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2024 9 | Aug 2024 | 9 |
Sep 2024 9 | Sep 2024 | 9 |
Oct 2024 9 | Oct 2024 | 9 |
Nov 2024 9 | Nov 2024 | 9 |
Dec 2024 9 | Dec 2024 | 9 |
Jan 2025 9 | Jan 2025 | 9 |
Feb 2025 9 | Feb 2025 | 9 |
Mar 2025 9 | Mar 2025 | 9 |
Apr 2025 11 | Apr 2025 | 11 |
Jun 2025 11 | Jun 2025 | 11 |
Sep 2025 11 | Sep 2025 | 11 |
Nov 2025 11 | Nov 2025 | 11 |
How Other Brands Compare
Chewy is ranked second for NPS among its competitors. Amazon and Petco come in first and third, with Wayfair coming in at #4. Among those competitors, it is the second 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.
Chewy NPS by Gender
Female customers rated Chewy's NPS 31 points higher than Male customers.
Male
-7
Chewy's NPS was rated -7 by Male customers on Comparably.
42%
Promoters
9%
Passives
49%
Detractors
Female
24
Chewy's NPS was rated 24 by Female customers on Comparably.
61%
Promoters
2%
Passives
37%
Detractors
Chewy NPS by Ethnicity
Chewy'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 |
|---|---|---|
Caucasian 10 | Caucasian | 10 |
Hispanic or Latino 14 | Hispanic or Latino | 14 |
African American/Black -34 | African American/Black | -34 |
Asian or Pacific Islander 100 | Asian or Pacific Islander | 100 |
Other -44 | Other | -44 |
Chewy NPS by Age
Chewy's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Chewy NPS by Usage
Chewy's NPS was rated the highest by customers who have used Chewy'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 -4 | Less than 1 Year | -4 |
1 to 2 Years 30 | 1 to 2 Years | 30 |
2 to 5 Years 23 | 2 to 5 Years | 23 |
5 to 10 Years 5 | 5 to 10 Years | 5 |
Over 10 Years -34 | Over 10 Years | -34 |
Chewy NPS vs Companies in Retail
In the Retail industry, Chewy's NPS is rated right below Chipotle.
| COMPANY | NPS Score | |
|---|---|---|
 | REI | 53 |
 | Costco | 50 |
 | Amazon | 49 |
 | Trader Joe's | 46 |
 | American Eagle Outfitters | 44 |
 | Bath & Body Works | 38 |
 | Target | 36 |
 | Chipotle | 16 |
 | Chewy | 11 |
Chewy Customer Loyalty
84%
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.
84% of Chewy users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Chewy Customer Loyalty Score by Gender
Female customers rated Chewy's Customer Loyalty score 10% higher than Male customers.
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Male
82%
Yes
Female
92%
Yes
Chewy Customer Loyalty Score by Ethnicity
Chewy'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 Chewy.
87
out of 100
Caucasian
100
out of 100
Hispanic or Latino
100
out of 100
African American/Black
100
out of 100
Asian or Pacific Islander
82
out of 100
Other
Chewy Customer Loyalty Score by Age
Chewy's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 85% | 26-30 | 85% |
31-35 87% | 31-35 | 87% |
36-40 94% | 36-40 | 94% |
41-45 94% | 41-45 | 94% |
46-50 96% | 46-50 | 96% |
51-55 94% | 51-55 | 94% |
56-60 80% | 56-60 | 80% |
61-65 81% | 61-65 | 81% |
66+ 89% | 66+ | 89% |
Chewy Customer Loyalty Score by Usage
Chewy's Customer Loyalty score was rated the highest by customers who have used Chewy's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Chewy Customer Loyalty Score by Industry
Chewy's Customer Loyalty score was rated the highest by Biotech and Pharmaceuticals industry customers, and the lowest by Education industry customers.
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Chewy Customer Loyalty vs. Competitors
Compared to its competitors, Chewy's Customer Loyalty score is rated right above Petco, and is preceded by Amazon.
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Customer Loyalty for Other Retail Brands
In the Retail industry, Chewy's Customer Loyalty score is rated right above Target, and is preceded by Trader Joe's.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Costco | 89% |
| Amazon | 89% |
| REI | 87% |
| American Eagle Outfitters | 87% |
| Bath & Body Works | 87% |
| Trader Joe's | 86% |
| Chewy | 84% |
| Target | 82% |
| Chipotle | 76% |
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Chewy Product Quality
3.4/5
Chewy has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Chewy Product Information
Chewy’s product quality score is a 3.4 out of 5 as rated by its users and customers. Reviewers from the Consulting industry rated Chewy's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated Chewy the lowest at 3.6.
- Website
- http://www.chewy.com
- Company Size
- 10,000+ Employees
Industry
Retail
Quick Insights into Chewy Product Quality
Chewy's Product Quality score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Professional Services industry.
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Ranked Chewy Product Quality the Highest
Ranked Chewy Product Quality the Lowest
Chewy Product Quality Score by Gender
Female customers rated Chewy's Product Quality score 0.5 stars higher than Male customers.
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Male
3/5
Female
3.5/5
Chewy Product Quality Score by Ethnicity
Chewy's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Chewy.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Hispanic or Latino 3.8 | Hispanic or Latino | 3.8 |
African American/Black 2.3 | African American/Black | 2.3 |
Asian or Pacific Islander 5 | Asian or Pacific Islander | 5 |
Other 2.7 | Other | 2.7 |
Chewy Product Quality Score by Age
Chewy's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.
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| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 4.6 | 26-30 | 4.6 |
31-35 4.8 | 31-35 | 4.8 |
36-40 3.4 | 36-40 | 3.4 |
41-45 4 | 41-45 | 4 |
46-50 3.5 | 46-50 | 3.5 |
51-55 3.1 | 51-55 | 3.1 |
56-60 2.6 | 56-60 | 2.6 |
61-65 2.7 | 61-65 | 2.7 |
66+ 3.1 | 66+ | 3.1 |
Chewy Product Quality Score by Usage
Chewy's Product Quality score was rated the highest by customers who have used Chewy's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Chewy Product Quality Score by Industry
Chewy's Product Quality score was rated the highest by Consulting industry customers, and the lowest by Professional Services industry customers.
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Chewy Product Quality vs. Competitors
Compared to its competitors, Chewy's Product Quality score is rated right above Petco, and is preceded by Amazon.
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Product Quality for Other Retail Brands
In the Retail industry, Chewy's Product Quality score is rated right below Chipotle.
| COMPANY | Product Quality Score | |
|---|---|---|
| REI | 4.3/5 |
| Costco | 4.3/5 |
| Amazon | 4.2/5 |
| Trader Joe's | 4.2/5 |
| American Eagle Outfitters | 4.2/5 |
| Bath & Body Works | 4.1/5 |
| Target | 4.1/5 |
| Chipotle | 3.8/5 |
| Chewy | 3.4/5 |
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Chewy Pricing
Chewy ROI & Value For Money
3.3/5
Chewy has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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Chewy 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 Consumer Services industry. The users from the Logistics and Supply Chain industry think that they had the lowest ROI from Chewy.
Quick Insights into Chewy ROI
Chewy's ROI score was rated highest by customers from the Consumer Services industry, and rated lowest by customers from the Logistics and Supply Chain industry.
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Ranked Chewy ROI the Highest
Ranked Chewy ROI the Lowest
Chewy ROI Score by Gender
Female customers rated Chewy's ROI score 0.7 stars higher than Male customers.
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Male
2.9/5
Female
3.6/5
Chewy ROI Score by Ethnicity
Chewy's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Hispanic or Latino 3.7 | Hispanic or Latino | 3.7 |
African American/Black 3.3 | African American/Black | 3.3 |
Asian or Pacific Islander 4.7 | Asian or Pacific Islander | 4.7 |
Other 2.4 | Other | 2.4 |
Chewy ROI Score by Age
Chewy's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
1
2
3
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| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 4.3 | 26-30 | 4.3 |
31-35 4.5 | 31-35 | 4.5 |
36-40 3.3 | 36-40 | 3.3 |
41-45 3.7 | 41-45 | 3.7 |
46-50 3.4 | 46-50 | 3.4 |
51-55 3.1 | 51-55 | 3.1 |
56-60 2.7 | 56-60 | 2.7 |
61-65 3 | 61-65 | 3 |
66+ 3.4 | 66+ | 3.4 |
Chewy ROI Score by Usage
Chewy's ROI score was rated the highest by customers who have used Chewy's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Chewy ROI Score by Industry
Chewy's ROI score was rated the highest by Consumer Services industry customers, and the lowest by Logistics and Supply Chain industry customers.
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Chewy Pricing vs. Competitors
Compared to its competitors, Chewy's ROI score is rated right above Petco, and is preceded by Amazon.
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ROI for Other Retail Brands
In the Retail industry, Chewy's ROI score is rated right below Chipotle.
| COMPANY | Pricing Score | |
|---|---|---|
| Costco | 4.1/5 |
| Amazon | 4.1/5 |
| REI | 4.1/5 |
| Trader Joe's | 4/5 |
| Target | 3.9/5 |
| American Eagle Outfitters | 3.8/5 |
| Bath & Body Works | 3.8/5 |
| Chipotle | 3.5/5 |
| Chewy | 3.3/5 |
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Chewy Customer Satisfaction (CSAT)
Chewy Customer Satisfaction (CSAT) Score
55 / 100
Chewy has an overall Customer Satisfaction score of 55 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
50%
Satisfied
5%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
10%
Very Dissatisfied
31%
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 Chewy Customer Satisfaction
Chewy's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by customers from the Government and Public Policy industry.
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Ranked Chewy Customer Satisfaction the Highest
Ranked Chewy Customer Satisfaction the Lowest
Chewy Customer Satisfaction Score by Gender
Female customers rated Chewy's Customer Satisfaction score 16 points higher than Male customers.
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41 / 100
MaleVery Satisfied | 30% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 4% | |
Very Dissatisfied | 48% |
57 / 100
FemaleVery Satisfied | 57% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 7% | |
Very Dissatisfied | 31% |
Chewy Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Chewy's Customer Satisfaction (CSAT) score was rated 60% according to Caucasian users and customers.
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60 / 100
Very Satisfied
56%
Satisfied
4%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
4%
Very Dissatisfied
30%
CSAT according to Hispanic or Latino
Chewy's Customer Satisfaction (CSAT) score was rated 50% according to Hispanic or Latino users and customers.
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50 / 100
Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
17%
Very Dissatisfied
33%
CSAT according to Other
Chewy's Customer Satisfaction (CSAT) score was rated 25% according to Other users and customers.
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25 / 100
Very Satisfied
17%
Satisfied
8%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
0%
Very Dissatisfied
67%
Chewy Customer Satisfaction Score by Age
Chewy's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Chewy.
0
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 100% | |||||||||||||||
| 36-40 | 43% | |||||||||||||||
| 46-50 | 75% | |||||||||||||||
| 51-55 | 38% | |||||||||||||||
| 56-60 | 50% | |||||||||||||||
| 61-65 | 37% | |||||||||||||||
| 66+ | 50% |
Chewy Customer Satisfaction Score by Usage
Chewy's Customer Satisfaction score was rated the highest by customers who have used Chewy's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Chewy Customer Satisfaction Score by Industry
Chewy's Customer Satisfaction score was rated the highest by Consumer Services industry customers, and the lowest by Government and Public Policy industry customers.
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{
"title": "Chewy Customer Satisfaction Score by Industry",
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"bars": [
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}Chewy Customer Satisfaction vs. Competitors
Compared to its competitors, Chewy's Customer Satisfaction score is rated right above Petco, and is preceded by Amazon.
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Customer Satisfaction for Other Retail Brands
In the Retail industry, Chewy's Customer Satisfaction score is rated right below Chipotle.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| REI | 85% |
| Costco | 83% |
| Amazon | 83% |
| American Eagle Outfitters | 82% |
| Bath & Body Works | 81% |
| Target | 79% |
| Trader Joe's | 79% |
| Chipotle | 62% |
| Chewy | 55% |
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Chewy Customer Service
3.3/5
Chewy has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
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About Chewy's Customer Service
Address
7700 W Sunrise Blvd, Plantation, FL 33313
Website
http://www.chewy.com
Phone Number
+1-800-672-4399
Chewy's Social Links
Quick Insights into Chewy Customer Service
Chewy's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Professional Services industry.
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Ranked Chewy Customer Service the Highest
Ranked Chewy Customer Service the Lowest
Chewy Customer Service Score by Gender
Female customers rated Chewy's Customer Service score 0.7 stars higher than Male customers.
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Male
2.8/5
Female
3.5/5
Chewy Customer Service Score by Ethnicity
Chewy's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Chewy.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 1.8 | African American/Black | 1.8 |
Asian or Pacific Islander 5 | Asian or Pacific Islander | 5 |
Other 2.1 | Other | 2.1 |
Chewy Customer Service Score by Age
Chewy's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.9 | 18-25 | 4.9 |
26-30 4.4 | 26-30 | 4.4 |
31-35 4.4 | 31-35 | 4.4 |
36-40 3.5 | 36-40 | 3.5 |
41-45 3.9 | 41-45 | 3.9 |
46-50 3.2 | 46-50 | 3.2 |
51-55 3.1 | 51-55 | 3.1 |
56-60 2.6 | 56-60 | 2.6 |
61-65 2.7 | 61-65 | 2.7 |
66+ 3.1 | 66+ | 3.1 |
Chewy Customer Service Score by Usage
Chewy's Customer Service score was rated the highest by customers who have used Chewy's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Chewy Customer Service Score by Industry
Chewy's Customer Service score was rated the highest by Insurance industry customers, and the lowest by Professional Services industry customers.
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Chewy Customer Service vs. Competitors
Compared to its competitors, Chewy's Customer Service score is rated right above Petco, and is preceded by Amazon.
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Customer Service for Other Retail Brands
In the Retail industry, Chewy's Customer Service score is rated right below Chipotle.
| COMPANY | Customer Service Score | |
|---|---|---|
| REI | 4.4/5 |
| Costco | 4.2/5 |
| Amazon | 4.2/5 |
| Trader Joe's | 4.2/5 |
| American Eagle Outfitters | 4/5 |
| Target | 4/5 |
| Bath & Body Works | 4/5 |
| Chipotle | 3.6/5 |
| Chewy | 3.3/5 |
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Chewy as an Employer
4.8/5
Chewy has a 4.8/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Chewy scored a 11 for Net Promoter Score and a 47 for Employee Net Promoter Score. NPS gauges how likely a customer of Chewy would recommend the brand to a friend. ENPS measures how likely Chewy employees would recommend working at Chewy to a friend.
Net Promoter Score
11
NPS Score
| 51% | Promoters |
|---|---|
| 9% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
47
eNPS Score
| 63% | Promoters |
|---|---|
| 21% | Passive |
| 16% | Detractors |
Global Ranking Snapshot
Chewy is ranked #186 in the Global Top 100 Brands. It ranks just behind SAP and just ahead of John Deere.
| RANK | COMPANY | CEO | INDUSTRY | ||
|---|---|---|---|---|---|
184 |  | PwC |  | Paul Griggs | Business and Consumer Services |
185 |  | SAP |  | Christian Klein | Tech |
186 | | Chewy | | Sumit Singh | Retail |
187 |  | John Deere |  | Samuel Allen | Energy and Manufacturing |
188 |  | Kaiser Permanente |  | Gregory Adams | Health and Wellness |
189 |  | Zillow |  | Rich Barton | Tech |
190 |  | Campbell Soup Company |  | Mark A. Clouse | Food and Beverages |
Retail Ranking Snapshot
Chewy is ranked #29 in the Retail Industry. It ranks just behind Patagonia and just ahead of Skechers U.S.A..
| RANK | COMPANY | Location | |
|---|---|---|---|
27 |  | Kroger | Cincinnati, OH |
28 |  | Patagonia | Ventura, CA |
29 | | Chewy | Plantation, FL |
30 |  | Skechers U.S.A. | Manhattan Beach, CA |
31 |  | Albertsons Companies | Boise, ID |
32 |  | Sherwin-Williams | Cleveland, OH |
33 |  | Zappos | Las Vegas, NV |
