{"id":1022583,"date":"2025-05-09T13:51:00","date_gmt":"2025-05-09T20:51:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1022583"},"modified":"2025-10-07T02:01:59","modified_gmt":"2025-10-07T09:01:59","slug":"macys-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/macys-nps\/","title":{"rendered":"Macy’s NPS & Customer Experience Insight in 2025"},"content":{"rendered":"\n

How well do you really know your customers? Understanding customer loyalty is more important than ever, and one of the most effective ways to measure it is through your Net Promoter Score (NPS). But how many brands truly leverage this metric to its fullest potential? Even large retailers like Macy’s have room for growth in this area.<\/p>\n\n\n\n

In this blog, we\u2019ll explore Macy\u2019s NPS, uncover areas where they can improve to get a higher NPS score, and show you how to start tracking and boosting your own NPS.<\/p>\n\n\n\n\n\n

What is the Net Promoter Score?<\/strong><\/h2>\n\n\n\n

Net Promoter Score<\/a>, or NPS, is a simple way for businesses to find out how happy their customers are\u2014and how likely they are to recommend the company to others.<\/p>\n\n\n\n

NPS begins by asking one simple question that reveals customer loyalty.<\/p>\n\n\n\n

“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”<\/strong><\/p>\n\n\n\n

Based on the answer, customers are grouped into three types:<\/p>\n\n\n\n

    \n
  1. Promoters (9\u201310)
    <\/strong>These are your biggest fans. They love what you do and are likely to spread the word.<\/li>\n<\/ol>\n\n\n\n

    <\/p>\n\n\n\n

      \n
    1. Passives (7\u20138)
      <\/strong>They’re satisfied, but not excited. They won\u2019t badmouth you, but they probably won\u2019t recommend you either.<\/li>\n<\/ol>\n\n\n\n

      <\/p>\n\n\n\n

        \n
      1. Detractors (0\u20136)
        <\/strong>These customers are unhappy. They might complain or tell others about a bad experience.<\/li>\n<\/ol>\n\n\n\n

        To calculate your Net Promoter Score, use this formula:<\/p>\n\n\n\n

        NPS = % of Promoters \u2212 % of Detractors<\/strong><\/p>\n\n\n\n

        NPS helps businesses understand customer satisfaction and loyalty. It shows how likely your customers are to recommend your product or service to others. A high score usually means your customers are happy and loyal, while a lower score can point to areas that need attention.<\/p>\n\n\n\n

        NPS also helps you keep track of how customer sentiment changes over time. This can guide your team in making smarter, data-based decisions and choosing what to improve first.<\/p>\n\n\n\n

        Another benefit? You can compare your score with others in your industry. This is called NPS benchmarking<\/a>, and it helps you see how well you\u2019re doing in the bigger picture.<\/p>\n\n\n\n

        Since NPS expectations differ from one industry to another, this kind of benchmarking helps you figure out if your score is solid or if there\u2019s room to step things up.<\/p>\n\n\n\n

        Macy’s NPS NPS Performance Score<\/strong><\/h2>\n\n\n\n

        Macy\u2019s is close to the industry benchmark in terms of customer loyalty. According to QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report<\/a>, the average NPS for the retail industry is 37. Macy\u2019s scores 35<\/strong>, suggesting that while customers are generally satisfied, there\u2019s an opportunity to strengthen loyalty further and improve the customer experience.<\/p>\n\n\n\n

        \"Macys-NPS\"<\/figure>\n\n\n\n