A satisfied customer is great, but a loyal customer is even better. Lowe’s uses NPS to find out how many of its shoppers are true promoters of the brand. In an industry where trust and service matter most, this metric offers a real-time look into how well the brand connects with its audience.
This article takes you through Lowe’s latest NPS score, what it signals about their service quality, and how the insights can help create better customer experiences across the board.
What is the NPS Score?
The NPS Score, or Net Promoter Score, is a way for businesses to measure how happy and loyal their customers are. It’s a simple question that asks:
“On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?”
Based on the answer, customers are divided into three groups:
- Promoters (9–10): These are your biggest fans. They love your product and are likely to tell others about it.
- Passives (7–8): These customers are satisfied but not excited. They might switch to a competitor if given a better option.
- Detractors (0–6): These are unhappy customers who could spread negative word of mouth.
To calculate your NPS Score, you subtract the percentage of Detractors from the percentage of Promoters:
NPS = % Promoters − % Detractors
The final score can range from -100 to +100.
A positive score means more people like your business than dislike it. A score above 50 is considered excellent. If your score is negative, it’s a sign that you need to work on customer satisfaction.
NPS helps you understand how customers feel and whether they’re likely to help your business grow through word of mouth. It’s a quick and clear way to track customer loyalty over time.
Lowe’s Home Improvement NPS NPS Performance
According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average NPS in the retail industry stands at 37. Lowe’s Home Improvement has an NPS of 29, placing it below the industry average.
Let’s take a closer, more detailed look at Lowe’s Net Promoter Score (NPS) to better understand how customers feel about their overall experience with the brand.
- Promoters: 49%
- Passives: 31%
- Detractors: 20%
With nearly half of its customers being loyal promoters, Lowe’s has a solid base of happy shoppers. However, 20% of detractors—those who are unhappy and unlikely to recommend the brand are dragging the score down. Additionally, 31% of passive customers are satisfied but not excited enough to actively promote the brand.
To boost its NPS, Lowe’s could focus on identifying pain points that are causing dissatisfaction and work on turning passives into passionate promoters by improving key areas of the customer experience.
How Does Lowe’s Home Improvement Compare to Industry Benchmarks?
Lowe’s Home Improvement has an NPS score of 29, which reflects a mix of different customer experiences. On the bright side, 49% of customers are Promoters—these are the people who really enjoy shopping at Lowe’s and would happily recommend it to others. That’s almost half of their customer base, which is a strong sign of brand loyalty.
But not everyone feels the same. About 20% of customers are Detractors, meaning they’ve had negative experiences and wouldn’t suggest Lowe’s to friends or family. Maybe they ran into issues with service, product availability, or something else that left them disappointed.
Then there’s the 31% of customers who fall into the Passive group. These shoppers are generally satisfied, but not thrilled. They’re not unhappy, but they’re also not excited enough to spread the word. And that’s a tricky spot, because these people could easily be drawn to a competitor if given a better offer.
So, while an NPS of 29 isn’t bad, it’s still below the retail industry average of 37. To raise the score, Lowe’s might want to dig deeper into what’s bothering their Detractors and find ways to delight those Passives. Even small improvements that turn those so-so experiences into great ones can have a big impact on how customers feel—and how likely they are to recommend the brand to others.
These insights come from QuestionPro’s latest study, which surveyed 1,000 real customers to measure NPS across various companies and industries. The findings reflect honest customer feedback from Q1 2025, with the report refreshed every quarter to stay current.
Possible Reasons Behind Lowe’s Home Improvement NPS
Lowe’s NPS score of 29 shows that while many customers are satisfied, there are still several issues dragging the score down. Based on real customer feedback, here are some of the most common reasons why Lowe’s may be struggling to earn more promoters:
- Poor Customer Service Experiences
Many reviewers mentioned that store associates were rude, unhelpful, or completely unavailable. This lack of support can make customers feel ignored and undervalued, pushing them to shop elsewhere, often choosing competitors like Home Depot.
- Frustrating Return and Exchange Policies
Several customers expressed frustration with Lowe’s strict receipt requirements. Even for brand-new, unused items or simple exchanges, some felt unfairly treated, which led to a loss of trust in the company’s return process.
- Unreliable Installation and Delivery Services
From delayed deliveries to poorly managed installation projects, many customers felt let down by Lowe’s service teams. Being forced to chase refunds or handle issues with third-party contractors only added to their dissatisfaction.
- Lack of Follow-Up and Accountability
Customers repeatedly shared how difficult it was to get updates or resolutions when something went wrong. Whether it was a billing issue or a service problem, many felt they were left to figure things out on their own without real support from Lowe’s.
- Loss of Loyalty Perks and Inconsistent Policies
Some long-time shoppers, including veterans, mentioned they no longer received benefits like discounts or felt appreciated for their loyalty. When policies change or are enforced unfairly, it can make even loyal customers feel disrespected.
How to Measure and Improve Your NPS?
Looking to track and improve your NPS? QuestionPro makes it easy for you to start and take action.
- Create a Simple Survey: Begin by sending a quick customer feedback survey. QuestionPro provides ready-made templates that include the key NPS question:
Use AskWhy follow-up like, “What’s the main reason for your score?” to better understand your customers’ thoughts.
- Reach the Right Audience: Once your survey is ready, share it across multiple channels, such as:
- SMS
- QR codes or
- Direct links
Want to reach a niche group? Use QuestionPro Audience to target by age, location, job role, or other key criteria.
- Get Instant Insights: As feedback rolls in, QuestionPro automatically organizes responses into:
- Promoters
- Passives
- Detractors
You can view your results live on an intuitive dashboard that highlights patterns and problem areas.
- Take Meaningful Action: Gathering feedback is only step one—acting on it is what counts. Use customer comments to resolve pain points, make improvements, and boost satisfaction. Plus, you can benchmark your score against others in your industry to see where you stand.
- Stay Ahead with Real-Time Tracking: With QuestionPro’s tools, ongoing NPS tracking becomes part of your customer success strategy. It’s a smart way to build loyalty and improve experiences over time.
Explore the Q1 2025 NPS Benchmark Report to see how top-performing companies are turning customer feedback into brand growth.
Ready to elevate your NPS? Connect with the experts at QuestionPro for customized guidance and practical tips to improve customer happiness and retention.
Lowe’s Home Improvement isn’t the only company in the grocery 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.
