23
NPS
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Marks & Spencer
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About Marks & Spencer's Brand
"Marks and Spencer is a retailer of clothes, beauty products, accessories, beverages, furniture and flowers." Among its major competitors, Marks & Spencer is ranked in 5th place for NPS while Volvo IT is 1st, and Tesco Corporation is 2nd.Their current market cap is $3.73B
Brand at a Glance
78%
Customer Loyalty
4.2/5
Product Quality
3.8/5
Pricing
4/5
Customer Service
Marks & Spencer Ranking
- #4 / 4 of its competitors
Marks & Spencer NPS
Marks & Spencer's Net Promoter Score (NPS) is a 23 with 49% Promoters, 25% Passives, and 26% Detractors. Net Promoter Score tracks whether Marks & Spencer's customers would recommend using the product based on a scale of -100 to 100.
Marks & Spencer Overall NPS
| 49% | Promoters |
|---|---|
| 25% | Passives |
| 26% | Detractors |
Marks & Spencer NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2024 23 | Nov 2024 | 23 |
Dec 2024 22 | Dec 2024 | 22 |
Jan 2025 22 | Jan 2025 | 22 |
Feb 2025 22 | Feb 2025 | 22 |
Mar 2025 21 | Mar 2025 | 21 |
Apr 2025 22 | Apr 2025 | 22 |
May 2025 22 | May 2025 | 22 |
Aug 2025 22 | Aug 2025 | 22 |
Sep 2025 24 | Sep 2025 | 24 |
Oct 2025 22 | Oct 2025 | 22 |
Nov 2025 22 | Nov 2025 | 22 |
Jan 2026 22 | Jan 2026 | 22 |
How Other Brands Compare
Marks & Spencer is ranked #4 for NPS among its competitors. Volvo IT and Aldi UK come in first and second, with PACCAR coming in at third. Among those competitors, it is the lowest valued company behind PACCAR.
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.
Marks & Spencer NPS by Gender
Female customers rated Marks & Spencer's NPS 13 points higher than Male customers.
Male
26
Marks & Spencer's NPS was rated 26 by Male customers on Comparably.
47%
Promoters
32%
Passives
21%
Detractors
Female
39
Marks & Spencer's NPS was rated 39 by Female customers on Comparably.
57%
Promoters
25%
Passives
18%
Detractors
Marks & Spencer NPS by Ethnicity
Marks & Spencer'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 26 | Caucasian | 26 |
Hispanic or Latino 60 | Hispanic or Latino | 60 |
African American/Black 9 | African American/Black | 9 |
Asian or Pacific Islander 36 | Asian or Pacific Islander | 36 |
Other 49 | Other | 49 |
Marks & Spencer NPS by Age
Marks & Spencer's NPS was rated the highest by customers ages 56-60, and the lowest by customers ages 31-35.
Marks & Spencer NPS by Usage
Marks & Spencer's NPS was rated the highest by customers who have used Marks & Spencer's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -26 | Less than 1 Year | -26 |
1 to 2 Years 15 | 1 to 2 Years | 15 |
2 to 5 Years 48 | 2 to 5 Years | 48 |
5 to 10 Years 59 | 5 to 10 Years | 59 |
Over 10 Years 44 | Over 10 Years | 44 |
Marks & Spencer NPS vs. Competitors
Compared to its competitors, Marks & Spencer's NPS is rated right above Next, and is preceded by PACCAR.
| COMPANY | NPS Score | |
|---|---|---|
 | Volvo IT | 100 |
 | Tesco Corporation | 50 |
 | Aldi UK | 40 |
 | PACCAR | 30 |
| Marks & Spencer | 23 |
 | Next | 13 |
| ASDA | 0 |
 | MS Global Inc | N/A |
| Phoenix Technology Services | N/A |
Marks & Spencer Customer Reviews
Out of the 36 Marks & Spencer customer reviews 31 were positive and 5 were constructive. Marks & Spencer 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
Marks & Spencer Customer Loyalty
78%
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.
78% of Marks & Spencer users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Marks & Spencer Customer Loyalty Score by Gender
Female customers rated Marks & Spencer's Customer Loyalty score 6% higher than Male customers.
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Male
78%
Yes
Female
84%
Yes
Marks & Spencer Customer Loyalty Score by Ethnicity
Marks & Spencer's Customer Loyalty score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Marks & Spencer.
78
out of 100
Caucasian
46
out of 100
Hispanic or Latino
75
out of 100
African American/Black
84
out of 100
Asian or Pacific Islander
94
out of 100
Other
Marks & Spencer Customer Loyalty Score by Age
Marks & Spencer's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 71% | 18-25 | 71% |
26-30 85% | 26-30 | 85% |
31-35 78% | 31-35 | 78% |
36-40 84% | 36-40 | 84% |
41-45 91% | 41-45 | 91% |
46-50 87% | 46-50 | 87% |
51-55 100% | 51-55 | 100% |
56-60 90% | 56-60 | 90% |
61-65 100% | 61-65 | 100% |
66+ 85% | 66+ | 85% |
Marks & Spencer Customer Loyalty Score by Usage
Marks & Spencer's Customer Loyalty score was rated the highest by customers who have used Marks & Spencer's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Marks & Spencer Customer Loyalty Score by Industry
Marks & Spencer's Customer Loyalty score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Arts and Entertainment industry customers.
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Marks & Spencer Customer Loyalty vs. Competitors
Compared to its competitors, Marks & Spencer's Customer Loyalty score is rated right above Next, and is preceded by PACCAR.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Tesco Corporation | 100% |
| PACCAR | 84% |
| Marks & Spencer | 78% |
| Next | 78% |
| Aldi UK | 75% |
| ASDA | 72% |
| Volvo IT | 10% |
| MS Global Inc | N/A |
| Phoenix Technology Services | N/A |
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Marks & Spencer Product Quality
4.2/5
Marks & Spencer has an overall Product Quality score of 4.2 out of 5 stars rated by its users and customers.
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Marks & Spencer Product Information
Marks & Spencer’s product quality score is a 4.2 out of 5 as rated by its users and customers. Reviewers from the Fashion and Beauty industry rated Marks & Spencer's product the highest. Reviewers from the Aerospace and Aviation industry rated Marks & Spencer the lowest at 4.3.
- Company Size
- 10,000+ Employees
Industry
Fashion and Beauty
Food and Beverages
Quick Insights into Marks & Spencer Product Quality
Marks & Spencer's Product Quality score was rated highest by customers from the Fashion and Beauty industry, and rated lowest by customers from the Architecture and Planning industry.
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Ranked Marks & Spencer Product Quality the Highest
Ranked Marks & Spencer Product Quality the Lowest
Marks & Spencer Product Quality Score by Gender
Marks & Spencer's Product Quality score was rated 4.3 by both Female and Male customers on Comparably.
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Male
4.3/5
Female
4.3/5
Marks & Spencer Product Quality Score by Ethnicity
Marks & Spencer's Product Quality score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.1 | Caucasian | 4.1 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 4.2 | African American/Black | 4.2 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 4.5 | Other | 4.5 |
Marks & Spencer Product Quality Score by Age
Marks & Spencer's Product Quality score was rated the highest by customers ages 56-60, and the lowest by customers ages 51-55.
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4
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| Summary | Age | Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 4 | 26-30 | 4 |
31-35 4.2 | 31-35 | 4.2 |
36-40 4.1 | 36-40 | 4.1 |
41-45 4.6 | 41-45 | 4.6 |
46-50 4.3 | 46-50 | 4.3 |
51-55 3.3 | 51-55 | 3.3 |
56-60 4.9 | 56-60 | 4.9 |
61-65 4.1 | 61-65 | 4.1 |
66+ 4.1 | 66+ | 4.1 |
Marks & Spencer Product Quality Score by Usage
Marks & Spencer's Product Quality score was rated the highest by customers who have used Marks & Spencer's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Marks & Spencer Product Quality Score by Industry
Marks & Spencer's Product Quality score was rated the highest by Fashion and Beauty industry customers, and the lowest by Architecture and Planning industry customers.
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Marks & Spencer Product Quality vs. Competitors
Compared to its competitors, Marks & Spencer's Product Quality score is rated right above Aldi UK, and is preceded by Volvo IT.
| COMPANY | Product Quality Score | |
|---|---|---|
| Volvo IT | 5/5 |
| Marks & Spencer | 4.2/5 |
| Aldi UK | 4/5 |
| Tesco Corporation | 4/5 |
| Next | 3.9/5 |
| PACCAR | 3.8/5 |
| ASDA | 3.3/5 |
| MS Global Inc | N/A |
| Phoenix Technology Services | N/A |
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Marks & Spencer Pricing
Marks & Spencer ROI & Value For Money
3.8/5
Marks & Spencer has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Marks & Spencer 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 Consulting industry. The users from the Architecture and Planning industry think that they had the lowest ROI from Marks & Spencer.
Quick Insights into Marks & Spencer ROI
Marks & Spencer's ROI score was rated highest by customers ages 56-60, and rated lowest by customers ages 51-55.
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Ranked Marks & Spencer ROI the Highest
Ranked Marks & Spencer ROI the Lowest
Marks & Spencer ROI Score by Gender
Marks & Spencer's ROI score was rated 3.8 by both Female and Male customers on Comparably.
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Male
3.8/5
Female
3.8/5
Marks & Spencer ROI Score by Ethnicity
Marks & Spencer's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Hispanic or Latino 3.7 | Hispanic or Latino | 3.7 |
African American/Black 3.5 | African American/Black | 3.5 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 4.1 | Other | 4.1 |
Marks & Spencer ROI Score by Age
Marks & Spencer's ROI score was rated the highest by customers ages 56-60, and the lowest by customers ages 51-55.
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| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 3.6 | 26-30 | 3.6 |
31-35 3.7 | 31-35 | 3.7 |
36-40 3.9 | 36-40 | 3.9 |
41-45 4 | 41-45 | 4 |
46-50 3.7 | 46-50 | 3.7 |
51-55 2.8 | 51-55 | 2.8 |
56-60 4.5 | 56-60 | 4.5 |
61-65 3.5 | 61-65 | 3.5 |
66+ 3.9 | 66+ | 3.9 |
Marks & Spencer ROI Score by Usage
Marks & Spencer's ROI score was rated the highest by customers who have used Marks & Spencer's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Marks & Spencer ROI Score by Industry
Marks & Spencer's ROI score was rated the highest by Consulting industry customers, and the lowest by Architecture and Planning industry customers.
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Marks & Spencer Pricing vs. Competitors
Compared to its competitors, Marks & Spencer's ROI score is rated right above ASDA, and is preceded by PACCAR.
| COMPANY | Pricing Score | |
|---|---|---|
| Aldi UK | 4.2/5 |
| Volvo IT | 4/5 |
| Next | 3.8/5 |
| PACCAR | 3.8/5 |
| Marks & Spencer | 3.8/5 |
| ASDA | 3.3/5 |
| Tesco Corporation | 2.5/5 |
| MS Global Inc | N/A |
| Phoenix Technology Services | N/A |
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Marks & Spencer Customer Satisfaction (CSAT)
Marks & Spencer Customer Satisfaction (CSAT) Score
85 / 100
Marks & Spencer has an overall Customer Satisfaction score of 85 rated by its users and customers.
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Very Satisfied
50%
Satisfied
35%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
2%
Very Dissatisfied
5%
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 Marks & Spencer Customer Satisfaction
Marks & Spencer's Customer Satisfaction score was rated highest by customers ages 46-50, and rated lowest by customers from the Architecture and Planning industry.
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Ranked Marks & Spencer Customer Satisfaction the Highest
Ranked Marks & Spencer Customer Satisfaction the Lowest
Marks & Spencer Customer Satisfaction Score by Gender
Male customers rated Marks & Spencer's Customer Satisfaction score 1 points higher than Female customers.
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87 / 100
MaleVery Satisfied | 39% | |
|---|---|---|
Satisfied | 48% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 4% | |
Very Dissatisfied | 3% |
86 / 100
FemaleVery Satisfied | 54% | |
|---|---|---|
Satisfied | 32% | |
Neither Satisfied nor Dissatisfied | 8% | |
Dissatisfied | 0% | |
Very Dissatisfied | 6% |
Marks & Spencer Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Marks & Spencer's Customer Satisfaction (CSAT) score was rated 78% according to Caucasian users and customers.
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78 / 100
Very Satisfied
50%
Satisfied
28%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
3%
Very Dissatisfied
6%
CSAT according to Hispanic or Latino
Marks & Spencer's Customer Satisfaction (CSAT) score was rated 80% according to Hispanic or Latino users and customers.
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80 / 100
Very Satisfied
60%
Satisfied
20%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
Marks & Spencer's Customer Satisfaction (CSAT) score was rated 88% according to African American/Black users and customers.
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88 / 100
Very Satisfied
44%
Satisfied
44%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
12%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Marks & Spencer's Customer Satisfaction (CSAT) score was rated 86% according to Asian or Pacific Islander users and customers.
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86 / 100
Very Satisfied
52%
Satisfied
34%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
0%
Very Dissatisfied
7%
CSAT according to Other
Marks & Spencer's Customer Satisfaction (CSAT) score was rated 96% according to Other users and customers.
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96 / 100
Very Satisfied
44%
Satisfied
52%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
4%
Marks & Spencer Customer Satisfaction Score by Age
Marks & Spencer's Customer Satisfaction score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 86% | |||||||||||||||
| 26-30 | 90% | |||||||||||||||
| 31-35 | 77% | |||||||||||||||
| 36-40 | 90% | |||||||||||||||
| 41-45 | 89% | |||||||||||||||
| 46-50 | 100% | |||||||||||||||
| 51-55 | 67% | |||||||||||||||
| 56-60 | 100% | |||||||||||||||
| 61-65 | 75% | |||||||||||||||
| 66+ | 67% |
Marks & Spencer Customer Satisfaction Score by Usage
Marks & Spencer's Customer Satisfaction score was rated the highest by customers who have used Marks & Spencer's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Marks & Spencer Customer Satisfaction Score by Industry
Marks & Spencer's Customer Satisfaction score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Architecture and Planning industry customers.
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{
"title": "Marks & Spencer Customer Satisfaction Score by Industry",
"text": "Marks & Spencer's Customer Satisfaction score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Architecture and Planning industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 91,
"stars": 0,
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"scoreClassName": "",
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"groupId": 495,
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"scoreClassName": "",
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"groupId": 504,
"score": 92,
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"scoreClassName": "",
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{
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"groupId": 511,
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{
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},
{
"label": "Education",
"groupId": 515,
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},
{
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"groupId": 522,
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},
{
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"scoreClassName": "",
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]
}Marks & Spencer Customer Satisfaction vs. Competitors
Compared to its competitors, Marks & Spencer's Customer Satisfaction score is rated right above ASDA, and is preceded by Aldi UK.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Volvo IT | 100% |
| Tesco Corporation | 100% |
| Next | 90% |
| Aldi UK | 86% |
| Marks & Spencer | 86% |
| ASDA | 76% |
| PACCAR | 69% |
| MS Global Inc | 0% |
| Phoenix Technology Services | 0% |
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Marks & Spencer Customer Service
4/5
Marks & Spencer has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Marks & Spencer's Customer Service
Address
1101 Highview Drive, London, MN 48892 United States of America
Website
http://www.marksandspencer.com/
Phone Number
517-223-1059
Quick Insights into Marks & Spencer Customer Service
Marks & Spencer's Customer Service score was rated highest by customers from the Healthcare, Hospitals and Medicine industry, and rated lowest by customers from the Architecture and Planning industry.
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Ranked Marks & Spencer Customer Service the Highest
Ranked Marks & Spencer Customer Service the Lowest
Marks & Spencer Customer Service Score by Gender
Female customers rated Marks & Spencer's Customer Service score 0.3 stars higher than Male customers.
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Male
3.8/5
Female
4.1/5
Marks & Spencer Customer Service Score by Ethnicity
Marks & Spencer's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Hispanic or Latino 3.9 | Hispanic or Latino | 3.9 |
African American/Black 3.8 | African American/Black | 3.8 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 4.3 | Other | 4.3 |
Marks & Spencer Customer Service Score by Age
Marks & Spencer's Customer Service score was rated the highest by customers ages 61-65, and the lowest by customers ages 51-55.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 3.7 | 26-30 | 3.7 |
31-35 3.9 | 31-35 | 3.9 |
36-40 4 | 36-40 | 4 |
41-45 4.2 | 41-45 | 4.2 |
46-50 3.8 | 46-50 | 3.8 |
51-55 3.2 | 51-55 | 3.2 |
56-60 4.7 | 56-60 | 4.7 |
61-65 4.9 | 61-65 | 4.9 |
66+ 3.8 | 66+ | 3.8 |
Marks & Spencer Customer Service Score by Usage
Marks & Spencer's Customer Service score was rated the highest by customers who have used Marks & Spencer's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Marks & Spencer Customer Service Score by Industry
Marks & Spencer's Customer Service score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Architecture and Planning industry customers.
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Marks & Spencer Customer Service vs. Competitors
Compared to its competitors, Marks & Spencer's Customer Service score is rated right above PACCAR, and is preceded by Volvo IT.
| COMPANY | Customer Service Score | |
|---|---|---|
| Aldi UK | 4.1/5 |
| Volvo IT | 4/5 |
| Marks & Spencer | 4/5 |
| PACCAR | 3.8/5 |
| Next | 3.6/5 |
| ASDA | 3.4/5 |
| Tesco Corporation | 2.5/5 |
| MS Global Inc | N/A |
| Phoenix Technology Services | N/A |
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Marks & Spencer as an Employer
Consumer vs. Employees
Marks & Spencer scored a 23 for Net Promoter Score and a -7 for Employee Net Promoter Score. NPS gauges how likely a customer of Marks & Spencer would recommend the brand to a friend. ENPS measures how likely Marks & Spencer employees would recommend working at Marks & Spencer to a friend.
Net Promoter Score
23
NPS Score
| 49% | Promoters |
|---|---|
| 25% | Passive |
| 26% | Detractors |
Employee Net Promoter Score
-7
eNPS Score
| 35% | Promoters |
|---|---|
| 23% | Passive |
| 42% | Detractors |
