What makes a visit to a retail shop memorable? Maybe it’s the friendly staff, great deals, or how easy it is to find what you’re looking for. You leave feeling good—and maybe even thinking, “I want to tell everyone about this incredible place.”
That is how NPS plays a necessary role in creating a clear image for a company. It measures how likely people are to recommend a store like Sam’s Club to friends and family.
In this post, we’ll break down what NPS is, why it matters, and how Sam’s Club uses it to keep members happy and coming back.
What is NPS?
Net Promoter Score (NPS) is a simple way to determine how your customers really feel and whether they’d recommend your store to others.
It all starts with one question:
“On a scale of 0–10, how likely are you to recommend us to a friend or colleague?”
Based on the answers, customers fall into three groups:
- Promoters (9–10): They love and are happy to spread the word.
- Passives (7–8): They’re satisfied but not excited enough to recommend it.
- Detractors (0–6): They didn’t have the best experience and may share that with others.
To calculate their NPS, companies like Sam’s Club take the percentage of Promoters and subtract the percentage of Detractors.
NPS = % of Promoters – % of Detractors
The final score gives them a quick look at how loyal and happy their customers are. A high score means people enjoy shopping within your store, while a lower one shows room for improvement.
Knowing how good your NPS is really helps you compare it to others in the same industry. That way, you can see where you stand—and where you can grow.
Sam’s Club NPS Performance and Breakdown
According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the retail industry’s average NPS is 37. Sam’s Club stands out with a solid NPS of 42, above the industry average.
Here’s a quick look at Sam’s Club NPS breakdown:
- Promoters: 58%
- Passives: 26%
- Detractors: 16%
Sam’s Club NPS tells us that most Sam’s Club customers are happy and loyal, with over half ready to recommend the store to others. The lower percentage of detractors also shows that most customers leave with a positive impression, whether they’re shopping in-store or online.
Overall, Sam’s Club does a great job of delivering value and a shopping experience that keeps people coming back.
How Does Sam’s Club Compare to Industry Benchmarks?
While many retailers aim to stand out, Sam’s Club earns a higher-than-average NPS. Thanks to its loyal and satisfied customers.
This strong score highlights what makes Sam’s Club a favorite:
- Great value on bulk products.
- Friendly and efficient service.
- A suitable shopping experience that keeps members coming back.
Sam’s Club’s NPS shows how well it connects with its members, delivering consistency, trust, and a shopping experience that people are happy to recommend.
These insights are based on QuestionPro’s latest study, which gathered feedback from 1,000 participants to measure the NPS across different companies and industries. The report reflects real customer opinions from Q1 2025 and is updated quarterly.
We invite you to download it. It’s a valuable resource for understanding how your company is performing.
Sam’s Club Customer Testimonials
Customer testimonials help clarify why Sam’s Club makes such a high NPS:
“It was my first time shopping at Sam’s. I usually go to Costco, and Sam’s Club has way more variety of products.”
“Hi, love this Sam’s Club. It’s one of the best I have ever seen, especially at the pharmacy. The person in charge, whose name is Mohammed, is one of the best I’ve seen so far in this Sam’s Club. I will give him more than five stars. If I can’t, he’s smart, very sharp, knows what he’s doing, and he is awesome to work with. His people say negative things about this pharmacy. They don’t know what the hell they are talking about; I think they are just jealous or sad people, and the people who work in these pharmacies are awesome and very friendly. They jump 10 feet high to take care of the Customer, and how much more the Customer wants the best of the best, all of them.”
“The fact that every time I shop it is pleasurable for me and my family.Having an abundance of supplies to carry us for months without spending unnecessary money. Thanks to Sam’s Club.”
“I love shopping at Sam’s Club. The prices are reasonable, and the store has great sales. We have the convenience of shopping with our phones.”
(Reviews sourced from verified users on Trustpilot.)
These testimonials show why so many people choose Sam’s Club as their go-to store: a great selection of products, friendly and knowledgeable staff, fair prices, and a hassle-free shopping experience whether they’re in the store or browsing online.
What Drives Sam’s Club’s High NPS & Customer Loyalty?
Sam’s Club’s strong NPS shows that members aren’t satisfied; they’re happy to recommend it to others. So, what’s behind this loyalty?
Here’s what customers say keeps them coming back:
- Great Product Variety at Good Prices
Shoppers love that they can stock up on everyday essentials and unique finds, all in one place, without breaking the bank. The savings feel real, especially for families buying in bulk.
- Friendly, Helpful Staff
Members often mention how staff go above and beyond to get help from sales assistants. It’s the kind of service that makes shopping feel easy and personal.
- A Smooth Shopping Experience
Sam’s Club makes shopping simple, whether you use the app, check out with your phone, or walk the aisles. Members appreciate how convenient and efficient their trips are, both online and in-store.
- A Store That Feels Reliable
Customers know what to expect: well-stocked shelves, helpful staff, and fair prices. That consistency builds trust and keeps people coming back month after month.
- Real Value for Families
Many members say they are getting more for their money. Buying in bulk means fewer trips and long-lasting supplies, which can bring peace of mind and real savings.
All these things add up to more than just a shopping trip; they create a reliable, feel-good experience that people want to share with others.
How to Measure and Improve Your NPS?
Do you want to understand how your customers feel and what you can do to keep them coming back?
With QuestionPro, measuring and improving your Net Promoter Score (NPS) is simple, insightful, and actionable. Here’s how:
1. Launch Your NPS Survey
Start with QuestionPro’s built-in NPS survey template. It includes the key question:
“How likely are you to recommend us to a friend or colleague?”
To get more than just a number, add the AskWhy follow-up. This open-ended question lets customers explain why they gave their score, giving you honest, direct insights into their experience.
Send your survey through email, SMS, QR code, or a direct link wherever your customers are. Want to reach a specific group? Use QuestionPro Audience to target the right people based on location, interests, or demographics.
3. Get Real-Time Results
Your NPS is automatically calculated as responses come in. You’ll see who your Promoters, Passives, and Detractors are, all in a clear, easy-to-understand dashboard. There is no guesswork, just real feedback, as it happens.
4. Turn Feedback Into Action
Use what you learn to improve the moments that matter. It could be checkout, delivery, or customer support. QuestionPro helps you pinpoint what needs attention.
With QuestionPro, you’re not just collecting feedback but creating better experiences, stronger loyalty, and a clearer path forward.
Stay Informed with the Latest NPS Trends
Access the Q1 2025 NPS Benchmark Report to see how leading brands are driving customer loyalty and discover the strategies that keep their customers coming back.
Want to boost your NPS? Reach out to the experts at QuestionPro for personalized advice on measuring and enhancing customer satisfaction.
Sam’s Club isn’t the only company in the big box retail industry with valuable lessons for those looking to improve their customer service and experience. Below, we recommend a few articles where you can learn how other major brands manage to maintain a high NPS and a loyal customer base — you’ll surely find some useful insights along the way.
