-79
NPS
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Sears Holdings Corporation
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About Sears Holdings Corporation's Brand
Among its major competitors, Sears Holdings Corporation is ranked in 7th place for NPS while Office 1 Superstore is 1st, and Nordstrom is 2nd.Their current valuation is $10.79M
Brand at a Glance
75%
Customer Loyalty
1.5/5
Product Quality
1.5/5
Pricing
1.5/5
Customer Service
Sears Holdings Corporation CMO
Chip Smith
Chip Smith serves as the Chief Marketing Officer, Sears Home Services of Sears Holdings Corporation. Chip started at Sears Holdings Corporation in November of 2014. Chip is currently based in the Houston, Texas Area.
Sears Holdings Corporation Ranking
- #4 / 4 of its competitors
Sears Holdings Corporation NPS
Sears Holdings Corporation's Net Promoter Score (NPS) is a -79 with 9% Promoters, 3% Passives, and 88% Detractors. Net Promoter Score tracks whether Sears Holdings Corporation's customers would recommend using the product based on a scale of -100 to 100.
Sears Holdings Corporation Overall NPS
| 9% | Promoters |
|---|---|
| 3% | Passives |
| 88% | Detractors |
Sears Holdings Corporation NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2024 -80 | Jul 2024 | -80 |
Aug 2024 -80 | Aug 2024 | -80 |
Sep 2024 -80 | Sep 2024 | -80 |
Oct 2024 -80 | Oct 2024 | -80 |
Nov 2024 -80 | Nov 2024 | -80 |
Dec 2024 -80 | Dec 2024 | -80 |
Mar 2025 -80 | Mar 2025 | -80 |
Apr 2025 -80 | Apr 2025 | -80 |
May 2025 -80 | May 2025 | -80 |
Jul 2025 -80 | Jul 2025 | -80 |
Oct 2025 -80 | Oct 2025 | -80 |
Nov 2025 -80 | Nov 2025 | -80 |
How Other Brands Compare
Sears Holdings Corporation is ranked #4 for NPS among its competitors. Nordstrom and Best Buy come in first and second, with Macy's coming in at third. Among those competitors, it is the lowest valued company behind Best Buy.
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.
Sears Holdings Corporation NPS by Gender
Male customers rated Sears Holdings Corporation's NPS 13 points higher than Female customers.
Male
-78
Sears Holdings Corporation's NPS was rated -78 by Male customers on Comparably.
9%
Promoters
4%
Passives
87%
Detractors
Female
-91
Sears Holdings Corporation's NPS was rated -91 by Female customers on Comparably.
4%
Promoters
1%
Passives
95%
Detractors
Sears Holdings Corporation NPS by Ethnicity
Sears Holdings Corporation's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -90 | Caucasian | -90 |
Hispanic or Latino -45 | Hispanic or Latino | -45 |
African American/Black -90 | African American/Black | -90 |
Asian or Pacific Islander -51 | Asian or Pacific Islander | -51 |
Other -100 | Other | -100 |
Sears Holdings Corporation NPS by Age
Sears Holdings Corporation's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sears Holdings Corporation NPS by Usage
Sears Holdings Corporation's NPS was rated the highest by customers who have used Sears Holdings Corporation's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -60 | Less than 1 Year | -60 |
1 to 2 Years -28 | 1 to 2 Years | -28 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
5 to 10 Years -66 | 5 to 10 Years | -66 |
Over 10 Years -91 | Over 10 Years | -91 |
Sears Holdings Corporation NPS vs. Competitors
Compared to its competitors, Sears Holdings Corporation's NPS is rated right below HHGregg.
| COMPANY | NPS Score | |
|---|---|---|
 | Office 1 Superstore | 100 |
 | Nordstrom | 20 |
 | Best Buy | -3 |
 | Macy's | -11 |
 | J. C. Penney | -39 |
 | HHGregg | -56 |
| Sears Holdings Corporation | -79 |
Sears Holdings Corporation Customer Reviews
Out of the 28 Sears Holdings Corporation customer reviews 2 were positive and 26 were constructive. Sears Holdings Corporation 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
Sears Holdings Corporation Customer Loyalty
75%
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.
75% of Sears Holdings Corporation 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?"
Sears Holdings Corporation Customer Loyalty Score by Gender
Female customers rated Sears Holdings Corporation's Customer Loyalty score 8% higher than Male customers.
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Male
78%
Yes
Female
86%
Yes
Sears Holdings Corporation Customer Loyalty Score by Ethnicity
Sears Holdings Corporation's Customer Loyalty score was rated the highest by Caucasian 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 Sears Holdings Corporation.
88
out of 100
Caucasian
80
out of 100
Hispanic or Latino
87
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
83
out of 100
Other
Sears Holdings Corporation Customer Loyalty Score by Age
Sears Holdings Corporation's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 46% | 18-25 | 46% |
31-35 33% | 31-35 | 33% |
36-40 55% | 36-40 | 55% |
41-45 61% | 41-45 | 61% |
46-50 75% | 46-50 | 75% |
51-55 86% | 51-55 | 86% |
56-60 81% | 56-60 | 81% |
61-65 86% | 61-65 | 86% |
66+ 94% | 66+ | 94% |
Sears Holdings Corporation Customer Loyalty Score by Usage
Sears Holdings Corporation's Customer Loyalty score was rated the highest by customers who have used Sears Holdings Corporation's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Sears Holdings Corporation Customer Loyalty Score by Industry
Sears Holdings Corporation's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Hospitality industry customers.
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Sears Holdings Corporation Customer Loyalty vs. Competitors
Compared to its competitors, Sears Holdings Corporation's Customer Loyalty score is rated right above Office 1 Superstore, and is preceded by Best Buy.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Nordstrom | 79% |
| HHGregg | 79% |
| J. C. Penney | 78% |
| Macy's | 77% |
| Best Buy | 76% |
| Sears Holdings Corporation | 75% |
| Office 1 Superstore | N/A |
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Sears Holdings Corporation Product Quality
1.5/5
Sears Holdings Corporation has an overall Product Quality score of 1.5 out of 5 stars rated by its users and customers.
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Sears Holdings Corporation Product Information
Sears Holdings Corporation’s product quality score is a 1.5 out of 5 as rated by its users and customers. Reviewers from the Marketing, Advertising and Research industry rated Sears Holdings Corporation's product the highest. Reviewers from the Tech industry rated Sears Holdings Corporation the lowest at 1.5.
- Website
- https://searsholdings.com/
- Company Size
- 10,000+ Employees
Quick Insights into Sears Holdings Corporation Product Quality
Sears Holdings Corporation's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Sears Holdings Corporation Product Quality the Highest
Ranked Sears Holdings Corporation Product Quality the Lowest
Sears Holdings Corporation Product Quality Score by Gender
Sears Holdings Corporation's Product Quality 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
Sears Holdings Corporation Product Quality Score by Ethnicity
Sears Holdings Corporation's Product Quality score was rated the highest by Asian or Pacific Islander 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 1.9 | Hispanic or Latino | 1.9 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 2.6 | Asian or Pacific Islander | 2.6 |
Other 1.5 | Other | 1.5 |
Sears Holdings Corporation Product Quality Score by Age
Sears Holdings Corporation's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.1 | 18-25 | 3.1 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.9 | 41-45 | 1.9 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.6 | 51-55 | 1.6 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Sears Holdings Corporation Product Quality Score by Usage
Sears Holdings Corporation's Product Quality score was rated the highest by customers who have used Sears Holdings Corporation's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Sears Holdings Corporation Product Quality Score by Industry
Sears Holdings Corporation's Product Quality score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Tech industry customers.
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Sears Holdings Corporation Product Quality vs. Competitors
Compared to its competitors, Sears Holdings Corporation's Product Quality score is rated right below J. C. Penney.
| COMPANY | Product Quality Score | |
|---|---|---|
| Office 1 Superstore | 5/5 |
| Nordstrom | 3.8/5 |
| Macy's | 3.1/5 |
| Best Buy | 3.1/5 |
| HHGregg | 2.7/5 |
| J. C. Penney | 2.5/5 |
| Sears Holdings Corporation | 1.5/5 |
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Sears Holdings Corporation Pricing
Sears Holdings Corporation ROI & Value For Money
1.5/5
Sears Holdings Corporation has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
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Sears Holdings Corporation 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 Marketing, Advertising and Research industry. The users from the Accounting industry think that they had the lowest ROI from Sears Holdings Corporation.
Quick Insights into Sears Holdings Corporation ROI
Sears Holdings Corporation's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Sears Holdings Corporation ROI the Highest
Ranked Sears Holdings Corporation ROI the Lowest
Sears Holdings Corporation ROI Score by Gender
Sears Holdings Corporation'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
Sears Holdings Corporation ROI Score by Ethnicity
Sears Holdings Corporation's ROI 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 ROI by Ethnicity data of Sears Holdings Corporation.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.9 | Hispanic or Latino | 1.9 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 2.6 | Asian or Pacific Islander | 2.6 |
Other 1.5 | Other | 1.5 |
Sears Holdings Corporation ROI Score by Age
Sears Holdings Corporation's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Sears Holdings Corporation.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.2 | 18-25 | 3.2 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 2 | 41-45 | 2 |
46-50 1.5 | 46-50 | 1.5 |
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 |
Sears Holdings Corporation ROI Score by Usage
Sears Holdings Corporation's ROI score was rated the highest by customers who have used Sears Holdings Corporation's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Sears Holdings Corporation ROI Score by Industry
Sears Holdings Corporation's ROI score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Tech industry customers.
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Sears Holdings Corporation Pricing vs. Competitors
Compared to its competitors, Sears Holdings Corporation's ROI score is rated right below J. C. Penney.
| COMPANY | Pricing Score | |
|---|---|---|
| Office 1 Superstore | 5/5 |
| Nordstrom | 3.6/5 |
| Macy's | 3.1/5 |
| Best Buy | 3/5 |
| HHGregg | 2.9/5 |
| J. C. Penney | 2.6/5 |
| Sears Holdings Corporation | 1.5/5 |
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Sears Holdings Corporation Customer Satisfaction (CSAT)
Sears Holdings Corporation Customer Satisfaction (CSAT) Score
11 / 100
Sears Holdings Corporation has an overall Customer Satisfaction score of 11 rated by its users and customers.
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Very Satisfied
6%
Satisfied
5%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
9%
Very Dissatisfied
77%
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 Sears Holdings Corporation Customer Satisfaction
Sears Holdings Corporation's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Retail industry.
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Ranked Sears Holdings Corporation Customer Satisfaction the Highest
Ranked Sears Holdings Corporation Customer Satisfaction the Lowest
Sears Holdings Corporation Customer Satisfaction Score by Gender
Male customers rated Sears Holdings Corporation's Customer Satisfaction score 11 points higher than Female customers.
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16 / 100
MaleVery Satisfied | 5% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 11% | |
Very Dissatisfied | 73% |
5 / 100
FemaleVery Satisfied | 4% | |
|---|---|---|
Satisfied | 1% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 8% | |
Very Dissatisfied | 83% |
Sears Holdings Corporation Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Sears Holdings Corporation's Customer Satisfaction (CSAT) score was rated 6% according to Caucasian users and customers.
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6 / 100
Very Satisfied
3%
Satisfied
3%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
16%
Very Dissatisfied
76%
CSAT according to Hispanic or Latino
Sears Holdings Corporation's Customer Satisfaction (CSAT) score was rated 25% according to Hispanic or Latino users and customers.
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25 / 100
Very Satisfied
13%
Satisfied
12%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
75%
CSAT according to African American/Black
Sears Holdings Corporation's Customer Satisfaction (CSAT) score was rated 5% according to African American/Black users and customers.
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5 / 100
Very Satisfied
5%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
95%
CSAT according to Asian or Pacific Islander
Sears Holdings Corporation's Customer Satisfaction (CSAT) score was rated 40% according to Asian or Pacific Islander users and customers.
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40 / 100
Very Satisfied
20%
Satisfied
20%
Neither Satisfied nor Dissatisfied
40%
Dissatisfied
0%
Very Dissatisfied
20%
CSAT according to Other
Sears Holdings Corporation's Customer Satisfaction (CSAT) score was rated 7% according to Other users and customers.
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7 / 100
Very Satisfied
0%
Satisfied
7%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
93%
Sears Holdings Corporation Customer Satisfaction Score by Age
Sears Holdings Corporation's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 50% | |||||||||||||||
| 31-35 | 0% | |||||||||||||||
| 41-45 | 50% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 20% | |||||||||||||||
| 56-60 | 7% | |||||||||||||||
| 61-65 | 6% | |||||||||||||||
| 66+ | 0% |
Sears Holdings Corporation Customer Satisfaction Score by Usage
Sears Holdings Corporation's Customer Satisfaction score was rated the highest by customers who have used Sears Holdings Corporation's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Sears Holdings Corporation Customer Satisfaction Score by Industry
Sears Holdings Corporation's Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Retail industry customers.
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"title": "Sears Holdings Corporation Customer Satisfaction Score by Industry",
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"groupId": 521,
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"stars": 0,
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"groupId": 522,
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"stars": 0,
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{
"label": "Hospitality",
"groupId": 523,
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}Sears Holdings Corporation Customer Satisfaction vs. Competitors
Compared to its competitors, Sears Holdings Corporation's Customer Satisfaction score is rated right above Office 1 Superstore, and is preceded by J. C. Penney.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Nordstrom | 68% |
| HHGregg | 57% |
| Best Buy | 53% |
| Macy's | 52% |
| J. C. Penney | 37% |
| Sears Holdings Corporation | 11% |
| Office 1 Superstore | 0% |
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Sears Holdings Corporation Customer Service
1.5/5
Sears Holdings Corporation has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
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About Sears Holdings Corporation's Customer Service
Address
Glenwood, MD 60179
Website
https://searsholdings.com/
Quick Insights into Sears Holdings Corporation Customer Service
Sears Holdings Corporation's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Sears Holdings Corporation Customer Service the Highest
Ranked Sears Holdings Corporation Customer Service the Lowest
Sears Holdings Corporation Customer Service Score by Gender
Sears Holdings Corporation's Customer Service 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
Sears Holdings Corporation Customer Service Score by Ethnicity
Sears Holdings Corporation'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 Sears Holdings Corporation.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.8 | Hispanic or Latino | 1.8 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 2.9 | Asian or Pacific Islander | 2.9 |
Other 1.5 | Other | 1.5 |
Sears Holdings Corporation Customer Service Score by Age
Sears Holdings Corporation's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 2 | 41-45 | 2 |
46-50 1.5 | 46-50 | 1.5 |
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 |
Sears Holdings Corporation Customer Service Score by Usage
Sears Holdings Corporation's Customer Service score was rated the highest by customers who have used Sears Holdings Corporation's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Sears Holdings Corporation Customer Service Score by Industry
Sears Holdings Corporation's Customer Service score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Tech industry customers.
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Sears Holdings Corporation Customer Service vs. Competitors
Compared to its competitors, Sears Holdings Corporation's Customer Service score is rated right above Office 1 Superstore, and is preceded by J. C. Penney.
| COMPANY | Customer Service Score | |
|---|---|---|
| Nordstrom | 3.7/5 |
| HHGregg | 3/5 |
| Best Buy | 2.9/5 |
| Macy's | 2.9/5 |
| J. C. Penney | 2.3/5 |
| Sears Holdings Corporation | 1.5/5 |
| Office 1 Superstore | N/A |
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Sears Holdings Corporation as an Employer
2.8/5
Sears Holdings Corporation has a 2.8/5 stars for its overall company culture rated by their employees
bottom
5%
CEO of Sears Holdings Corporation
In the Bottom 5% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Sears Holdings Corporation scored a -79 for Net Promoter Score and a -36 for Employee Net Promoter Score. NPS gauges how likely a customer of Sears Holdings Corporation would recommend the brand to a friend. ENPS measures how likely Sears Holdings Corporation employees would recommend working at Sears Holdings Corporation to a friend.
Net Promoter Score
-79
NPS Score
| 9% | Promoters |
|---|---|
| 3% | Passive |
| 88% | Detractors |
Employee Net Promoter Score
-36
eNPS Score
| 24% | Promoters |
|---|---|
| 16% | Passive |
| 60% | Detractors |
