What comes to mind when you hear about a good retail shop or store? You can think of friendly service, well-stocked shelves, quick checkouts, and an effortless shopping experience.
The next logical step is to recommend that retail shop. Companies can leverage that very important point of engagement to understand the levels of satisfaction their users are experiencing; that’s where the Net Promoter Score question can play a crucial role.
This type of question shows how likely someone is to tell their friends and family about a brand like The Home Depot. In this post, we’ll explore NPS, why it matters, and how brands like The Home Depot use it to build lasting customer satisfaction.
What is NPS?
Net Promoter Score (NPS) is one of the most effective ways to measure customer loyalty. For a retail giant like The Home Depot, where service, convenience, and product availability are everything, NPS helps reveal whether shoppers are satisfied enough to return and recommend the experience to others.
To that end, the NPS methodology is based on a question that may seem simple, but when combined with an analysis of the results, it helps to have a clear picture of user satisfaction levels. The question in question is the following:
“On a scale of 0–10, how likely are you to recommend our company to a friend or colleague?”
Based on their response, customers are grouped into three categories:
- Promoters (9–10): Loyal customer who are enthusiastic about their experience and likely to spread positive word-of-mouth.
- Passives (7–8): Satisfied but unenthusiastic customers are vulnerable to competitor influence.
- Detractors (0–6): Unhappy customers who may share negative feedback or refuse to return.
To calculate your NPS, subtract the percentage of Detractors from the percentage of Promoters:
NPS = % of Promoters – % of Detractors
This score clearly shows how customers feel. A high NPS means you’re earning trust and loyalty, key ingredients for long-term retail success.
How can you tell if your NPS is good? The key is context; you must compare it against a relevant industry benchmark. That could mean looking at the average score across your entire sector or measuring yourself against a direct competitor. Let’s take a closer look using Home Depot NPS as an example.
The Home Depot NPS Performance
According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the retail industry’s average Net Promoter Score (NPS) is 37. The Home Depot outperforms this benchmark with a strong NPS of 43.
Here’s a breakdown of Home Depot’s NPS:
- Promoters: 57%
- Passives: 29%
- Detractors: 14%
This NPS indicates a solid foundation of loyal customers, with more than half of the respondents actively recommending The Home Depot to others. The relatively low percentage of detractors suggests that most shoppers have a positive experience, in-store or online.
The Home Depot’s position above the industry average shows that it delivers value, service, and reliability well, contributing to long-term customer satisfaction and brand trust.
How Does The Home Depot Compare to Industry Benchmarks?
While many retailers strive to build customer loyalty, The Home Depot NPS is above the industry average, showing that its efforts aren’t going unnoticed.
This strong score reflects what The Home Depot does best: knowledgeable staff, dependable service, and a wide selection of products that make home improvement easier. In a competitive retail landscape, The Home Depot continues to earn trust by delivering value, reliability, and a shopping experience that keeps customers returning.
These insights come from QuestionPro’s latest study, which surveyed 1,000 participants to measure the NPS of various companies and industries. This report reflects real customer feedback from Q1 2025 and is updated quarterly.
So we invite you to download it, it will surely be very helpful for understanding how well your company is doing.
Home Depot Customer Testimonials
Customer testimonials help explain why The Home Depot earns such a high NPS:
“My experience with the two delivery guys who delivered my dryer from Home Depot was one of the best experiences I’ve had in a long time. They were very polite, courteous, and professional. We had no issues. There were no deans; they hooked up the dryer. It didn’t take them forever. I enjoyed their company as short as it was, but they were really great, and I give them the highest rating I possibly can.”
“Home Depot has a great online ordering system. Their product descriptions are very detailed. My store in Katy has Veterans designated parking, and I get a veteran’s discount. They also deliver for free. They have the products I want and need, and are less than the giant online store that charges a subscription. I recently ordered fluorescent bulbs and a light cover, which saved me several dollars over prime. I really appreciate their associates, who are always ready to help. They have seasoned professionals with hands-on experience. Thanks, Home Depot.”
“I was in Home Depot in Apex, NC, and wow, what a great experience. Every employee I walked by said hello and asked if I was being helped. This made my day to finally be acknowledged in a professional and friendly manner at our store. Kudos to the manager and employees of Home Depot in Apex!
(Reviews sourced from verified users on Trustpilot.)
These testimonials show why people choose Home Depot as their favorite retail store: great product variety, friendly and helpful staff, fair prices, and an easy shopping experience, whether in the store or online.
How are They Able to Maintain High Home Depot NPS And CSAT?
Home Depot’s strong NPS and CSAT scores aren’t by chance—they reflect the company’s ongoing focus on customer satisfaction and service quality. Here’s what customers say keeps them coming back:
- Knowledgeable and Professional Staff
Many customers stress the expertise and helpfulness of Home Depot associates. Whether offering hands-on advice or assisting with product questions, the staff makes shoppers feel supported and confident in their purchases.
- Seamless Online and In-Store Shopping
Customers enjoy how easy it is to shop with Home Depot, whether browsing online or visiting a physical store. The online ordering process is smooth, product descriptions are clear, and services like free delivery and veterans’ discounts improve the experience. This convenience makes shopping simple and satisfying.
- Respectful and Reliable Service
From courteous delivery teams to in-store greetings, Home Depot consistently shows that great service matters. Customers often mention being treated with respect and professionalism, which leaves a lasting impression and strengthens loyalty.
- Great Value and Product Variety
With reasonable pricing and a wide selection of quality products, Home Depot makes it easy for customers to find what they need without overspending. Many shoppers mention how much they save compared to other retailers, reinforcing a sense of smart value.
- A Consistently Positive Experience
Whether they want a smooth checkout, well-stocked aisles, or friendly service, customers know they can count on Home Depot to deliver. This reliability keeps people coming back and recommending the store to others.
Combining helpful service, everyday value, and a customer-first attitude, Home Depot earns high satisfaction scores and a Net Promoter Score above the retail industry average.
How to Measure and Enhance Your NPS?
Want to know how to measure your Net Promoter Score (NPS) like Home Depot? With QuestionPro, measuring and improving customer loyalty is simple and actionable. Here’s how to get started:
1. Launch an NPS Survey
Use QuestionPro’s built-in NPS survey template, which includes the key question:
“How likely are you to recommend us to a friend or colleague?”
To dig deeper into customer sentiment, add the AskWhy follow-up. This open-ended question helps you understand why customers gave the score they did, adding valuable context to the numbers.
Reach your customers wherever they are through email, SMS, QR codes, or direct survey links. Need a specific audience? QuestionPro Audience allows you to target respondents based on industry, location, demographics, and more.
3. Track Responses in Real Time
Your NPS is automatically calculated as responses come in. Through an intuitive dashboard, you’ll instantly see how many customers are Promoters, Passives, or Detractors, making it easy to spot trends and track performance.
4. Turn Insights Into Action
Use customer feedback to identify pain points and improve key touchpoints in the customer journey. With QuestionPro’s benchmarking tools, you can also compare your NPS to industry standards to know exactly where you stand and what needs work.
With QuestionPro, transforming feedback into better experiences and stronger customer loyalty is fast, smart, and simple.
Always Informed with the Latest NPS Trends
Get the Q1 2025 NPS Benchmark Report to see how leading brands drive customer loyalty and discover strategies to keep their customers returning.
Want to increase your NPS? Contact the experts at QuestionPro for proper advice on measuring and enriching customer satisfaction.
The Home Depot 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.
