Every customer interaction matters, especially for retail leaders like JCPenney. By exploring NPS as a key metric, we can uncover valuable insights into how JCPenney is performing in 2025 and what it reveals about their customer connections.
In this article, we’ll explore JCPenney’s impressive NPS performance, which outshines the retail industry average, and explore what this means for their customer experience. We’ll break down the numbers, spotlight their strengths, and share how these insights can help you boost satisfaction and build lasting loyalty in your own business.
What is Net Promoter Satisfaction Score?
Net Promoter Satisfaction Score (NPS) is a quick and easy way to find out how satisfied and loyal your customers are. Many businesses, especially in the retail industry, use it because it gives a clear view of how customers really feel about their experience.
It’s based on just one simple question:
“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
It might seem just a question, but the answers say a lot about your customers and what they think of your service. Based on how people respond, you can group your customers into three main categories:
- 9 or 10 = They love your business (Promoters)
- 7 or 8 = They’re okay, but not excited (Passives)
- 0 to 6 = They’re not happy (Detractors)
Once you’ve gathered enough responses, you can easily calculate your NPS using the following formula:
NPS = % of Promoters – % of Detractors
NPS helps businesses understand customer loyalty and satisfaction by showing how likely customers are to recommend your product or service. A high NPS indicates strong loyalty, while a low score highlights areas that need improvement.
It tracks customer sentiment over time, helping businesses make data-driven decisions and prioritize changes. NPS also allows you to benchmark against competitors, providing insights on where to improve and stay competitive.
What qualifies as a good NPS can vary depending on the industry you’re in. That’s where NPS benchmarking becomes useful. By looking at how your score compares to others in your field, you can get a better sense of where you stand and identify areas where improvements might be necessary.
JCPenney NPS Performance Score
JCPenney is standing out when it comes to customer loyalty. According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average NPS for the retail industry is 37. JCPenney, however, scores a 39, meaning its customers are more likely to recommend the store to others.
Let’s take a quick look at the breakdown:
- Promoters: 51%
- Passives: 37%
- Detractors: 12%
With 51% of respondents falling into the Promoter category, JCPenney has earned a solid level of customer loyalty. The low percentage of Detractors (12%) shows that negative experiences are rare, which helps to strengthen the brand’s good reputation.
In short, JCPenney is not only meeting customer expectations but is also exceeding them. A strong NPS reflects the brand’s ability to create positive experiences that encourage repeat visits and word-of-mouth recommendations.
How JCPenney Compares to Retail Industry Benchmarks?
JCPenney is doing better than the retail industry average in customer satisfaction and loyalty. According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average NPS in the retail industry is 37, while JCPenney has a slightly higher score of 39.
That difference may seem small, but it shows a stronger bond with customers. More shoppers are leaving JCPenney with a positive experience and are eager to recommend it to others.
In an industry with tough competition and high customer expectations, JCPenney’s above-average NPS suggests it’s on the right track. It’s a clear sign that their focus on customer service, product variety, and overall experience is paying off.
This insight comes from QuestionPro’s latest research, where 1,000 participants shared their feedback to help measure NPS across different companies and industries. The report highlights real customer opinions from Q1 2025 and gets refreshed every quarter.
How JCPenney holds a Higher NPS Score?
JCPenney’s above-average Net Promoter Score isn’t just a number; it’s the result of consistently great customer experiences. Based on real customer reviews, here are some key reasons why JCPenney continues to earn customer loyalty:
- Exceptional Staff Support: Many customers mention helpful and friendly employees who go the extra mile. From Ann in Oak Ridge to Jordan at Stonecrest Mall, staff members take the time to assist, guide, and make shoppers feel valued.
- Fast and Reliable Online Service: JCPenney’s website is user-friendly, with prompt deliveries and accurate inventory. Customers appreciate being able to find hard-to-get items and receive them quickly, often ahead of schedule.
- Problem Solving Done Right: Customer service isn’t just polite—it’s effective. JCPenney team members solve issues promptly and professionally.
- Great Value for Money: Shoppers consistently praise the quality of products and reasonable prices. In-store or online, customers feel they’re getting good deals, sometimes even more savings than expected.
- Personalized and Positive In-Store Experience: Customers still value JCPenney’s in-store experience. Clean environments, helpful staff, and small gestures like walking shoppers to products or helping them save more make visits feel personal and worthwhile.
How to Measure and Improve Your NPS?
Want to know how your brand is doing and how to boost your Net Promoter Score (NPS)? QuestionPro makes the process simple and effective. Here’s how:
- Create Your NPS Survey
Start by using QuestionPro’s ready-made NPS survey template. It includes the key question:
“How likely are you to recommend us?” along with a follow-up open-ended question to understand the reason behind each score.
- Distribute the Survey
Send the survey through email, SMS, QR codes, or links. If you’re looking to target a specific audience, QuestionPro Audience lets you reach people based on factors like age, location, or industry.
- Get Instant Feedback
As responses come in, your NPS is automatically calculated. You’ll see who your promoters, passives, and detractors are right on the dashboard, with real-time insights and trends.
- Act on the Feedback
Use what you learn to make smart changes. Focus on weak points and improve customer experiences. You can also benchmark your NPS against others in your industry to see how you compare.
With QuestionPro, measuring and improving your NPS is a smooth process that helps you build stronger relationships and boost customer loyalty.
Get the Q1 2025 NPS Benchmark Report
Explore the Q1 2025 NPS Benchmark Report to see how top brands are building customer loyalty.
Looking to boost your NPS? Contact the QuestionPro team for personalized advice on enhancing customer satisfaction.
JCPenney 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.
