NPS Benchmarks for Retail
Retail NPS is influenced by product assortment, store experience, and value perception. Omnichannel retailers that seamlessly connect online and in-store experiences tend to earn significantly higher loyalty scores than pure-play competitors.
NPS Score Distribution
NPS scale: -100 to +100
Score Breakdown
+44
Average Score
+41
Median Score
+22
Bottom Quartile
+57
Top Quartile
+70
Top Performers
Tips to Improve Your NPS
- 1
Enable buy-online-pick-up-in-store to bridge digital and physical experiences.
- 2
Train store associates to be knowledgeable advisors, not just checkout operators.
- 3
Implement a loyalty program that rewards engagement, not just spending.
- 4
Survey customers after both online and in-store purchases to compare channels.
- 5
Act on detractor feedback within one business day to recover at-risk customers.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.