Grocery shops are such common places that we visit so frequently, it sometimes seems like they can’t surprise us. However, some brands take it a step further and manage to offer an incredible experience to their customers, to the point where many of them walk out the door thinking, “Wow, I must tell my friends about this place.”
That’s the feeling the Net Promoter Score (NPS) is built to capture. It’s a simple but powerful way to understand how likely a customer is to recommend a brand like Shoprite to others.
In this blog, we’ll explore what NPS means, why it matters in today’s retail world, and what Shoprite’s NPS is in 2025.
What is NPS?
Net Promoter Score (NPS) is one of the most effective ways to measure how customers feel about your brand—and whether they’d recommend it to others. This methodology was born in 2003 as an invention of the company Bain & Company based on a simple question:
“On a scale of 0–10, how likely are you to recommend [PRODUCT/COMPANY] to a friend or colleague?”
From there, customers are grouped into three categories:
- Detractors (0–6): They didn’t have a great experience and might share that with others, which can affect your reputation and scare away potential customers in the future.
- Passives (7–8): They’re satisfied but not excited enough to recommend.
- Promoters (9–10): They love shopping with us and will likely spread the word.
Once you have a sizable sample of responses, you proceed to calculate the NPS following a simple but effective formula:
NPS = % of Promoters – % of Detractors
That number is a snapshot of how your customer base feels. A high NPS means strong loyalty and satisfaction. A lower score can indicate that improvements are needed, whether in service, pricing, or product availability.
For a customer-focused brand like Shoprite, NPS is more than just a number—it’s a pulse check on what matters most: delivering a shopping experience people want to come back to.
Let’s explore Shoprite’s NPS for 2025 and analyze some of its strategies to learn together what ideas to implement to continue delivering extraordinary experiences.
Shoprite Supermarkets NPS Performance
According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average Net Promoter Score (NPS) for the grocery industry is 37. Shoprite Supermarkets’ NPS is just above the benchmark, at 38.
Here’s a breakdown of Shoprite’s NPS:
- Promoters: 56%
- Passives: 26%
- Detractors: 18%
Shoprite’s performance indicates a solid base of loyal shoppers—more than half of the customers are likely to recommend the store to others.
While there is a slightly higher share of detractors compared to some top-performing peers, the brand’s position above the industry average suggests it is earning consistent satisfaction and building lasting trust with its customer base.
How Does Shoprite Supermarkets Compare to Industry Benchmarks?
While many grocery retailers work hard to earn customer loyalty, Shoprite Supermarkets stands slightly above the industry average, showing that customers notice and appreciate their efforts.
Shoprite’s score reflects what the brand does well—affordable prices, helpful service, and a reliable shopping experience that keeps people coming back. In a competitive grocery market, Shoprite builds trust and consistently meets everyday needs.
With its NPS of 38, Shoprite is just above the industry average. This is an example of the importance of not only calculating your NPS but also using NPS Benchmarks to get a clear perspective on how well or poorly you’re doing.
These insights come from QuestionPro’s latest study, which surveyed 1,000 participants to measure the NPS of different companies and industries. The data reflects real customer feedback from Q1 2025 and is updated every quarter.
We invite you to download the full report—it’s a useful tool for understanding how your brand compares.
Shoprite Supermarkets Customer Testimonials
Customer reviews help explain why Shoprite Supermarkets earns such a better NPS:
“A one-stop supermarket with almost all the food products you need to keep your body healthy, the customer personnel know their job well to help customers shop with ease, there is more than enough parking, and it is in the heart of the city!”
“I was shopping and got very weak. Gary was right there for me. Also, the store manager was there. Got me a chair, some water, and juice. Made sure I was OK to get to my car. Great staff and caring for a customer.”
“ShopRite has the best prices in the area where I live. The other supermarkets are much more expensive. I love the sales and the digital coupons.”
(Reviews sourced from verified users on Trustpilot.)
These testimonials show why Shoprite Supermarkets continues to earn customer trust—affordable prices, caring and responsive staff, convenient locations, and a well-stocked, easy-to-navigate store that makes every shopping trip feel comfortable and reliable.
What’s Pushing Shoprite Supermarkets’ Better NPS And CSAT?
Shoprite Supermarkets’ slightly above-average Net Promoter Score of 38 isn’t just a statistic—it reflects a growing connection with customers who value both service and savings. Here’s what’s behind that performance:
- Reliable Customer Support and Care
Shoprite staff are frequently praised for their responsiveness and compassion. One shopper shared how employees quickly came to their aid when they felt unwell, offering a chair, water, and personal attention. These acts of care show how Shoprite puts people first, earning real customer trust.
- Competitive Prices and Smart Savings
Shoppers consistently call out Shoprite’s affordability. With regular sales, digital coupons, and lower prices compared to nearby stores, many feel they’re getting strong value for their money. This balance of savings and selection keeps budget-conscious shoppers coming back.
- Convenience and Accessibility
From ample parking to centrally located stores, Shoprite makes grocery shopping easy. One reviewer described it as a “one-stop supermarket” with everything needed to stay healthy, emphasizing how Shoprite delivers both variety and convenience.
- Dependable In-Store Experience
Customers appreciate that Shoprite keeps its stores well-stocked and organized, creating a stress-free shopping environment. Combined with knowledgeable employees who are ready to help, the experience is smooth and supportive from entrance to checkout.
By focusing on real customer needs—affordability, accessibility, and personal care—Shoprite Supermarkets is steadily improving its customer satisfaction and loyalty scores. This combination of everyday value and people-first service pushes Shoprite’s NPS and CSAT above the industry average.
How to Measure and Improve Your NPS?
Want to see how your Net Promoter Score (NPS) compares to brands like Shoprite Supermarkets? With QuestionPro, measuring and improving customer loyalty is simple. Here’s how:
1. Create an NPS Survey
Start with QuestionPro’s built-in NPS survey template. It includes the core question:
“How likely are you to recommend us to a friend or colleague?”
Pro Tips: Add an AskWhy question follow-up to collect open-ended Feedback and understand the reasons behind each score.
For deeper insights, try our AskWhy feature. It adds an open-ended follow-up question to gather context on scores.
Reach customers via email, SMS, QR codes, or direct links. Need a specific audience? Use QuestionPro Audience to target the right respondents by industry, location, or demographics.
3. See Results in Real Time
Watch as your NPS score is automatically calculated. The dashboard shows how many customers are Promoters, Passives, or Detractors, making it easy to track patterns and spot opportunities for improvement.
4. Act on the Feedback
Use the insights to fix friction points in the customer journey. Then, compare your score against industry benchmarks using QuestionPro’s built-in tools to see where you stand.
With QuestionPro, turning Feedback into better experiences—and stronger loyalty—is fast, easy, and effective.
Follow the Latest NPS Trends
Once you have your NPS, it’s best to compare it against industry standards. Get the Q1 2025 NPS Benchmark Report to see how leading brands drive customer satisfaction 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.
Shoprite Supermarkets isn’t the only company in the grocery 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.
