The NPS Score, or Net Promoter Score, is a way for businesses to measure how happy and loyal their customers are. It\u2019s a simple question that asks:<\/p>\n\n\n\n
\u201cOn a scale of 0 to 10, how likely are you to recommend our product\/service to a friend or colleague?\u201d<\/strong><\/p>\n\n\n\n Based on the answer, customers are divided into three groups:<\/p>\n\n\n\n To calculate your NPS Score, you subtract the percentage of Detractors from the percentage of Promoters:<\/p>\n\n\n\n NPS = % Promoters \u2212 % Detractors<\/strong><\/p>\n\n\n\n The final score can range from -100 to +100.<\/p>\n\n\n\n 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\u2019s a sign that you need to work on customer satisfaction.<\/p>\n\n\n\n NPS helps you understand how customers feel and whether they\u2019re likely to help your business grow through word of mouth. It\u2019s a quick and clear way to track customer loyalty over time.<\/p>\n\n\n\n According to QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report<\/a>, the average NPS in the retail industry stands at 37. Lowe\u2019s Home Improvement has an NPS of 29<\/strong>, placing it below the industry average.<\/p>\n\n\n\n Let\u2019s take a closer, more detailed look at Lowe\u2019s Net Promoter Score (NPS) to better understand how customers feel about their overall experience with the brand.<\/p>\n\n\n\n With nearly half of its customers being loyal promoters, Lowe\u2019s has a solid base of happy shoppers. However, 20% of detractors\u2014those 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.<\/p>\n\n\n\n To boost its NPS, Lowe\u2019s 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.<\/p>\n\n\n\n Lowe\u2019s 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\u2014these are the people who really enjoy shopping at Lowe\u2019s and would happily recommend it to others. That\u2019s almost half of their customer base, which is a strong sign of brand loyalty.<\/p>\n\n\n\n But not everyone feels the same. About 20% of customers are Detractors, meaning they\u2019ve had negative experiences and wouldn\u2019t suggest Lowe\u2019s to friends or family. Maybe they ran into issues with service, product availability, or something else that left them disappointed.<\/p>\n\n\n\n Then there\u2019s the 31% of customers who fall into the Passive group. These shoppers are generally satisfied, but not thrilled. They\u2019re not unhappy, but they\u2019re also not excited enough to spread the word. And that\u2019s a tricky spot, because these people could easily be drawn to a competitor if given a better offer.<\/p>\n\n\n\n So, while an NPS of 29 isn\u2019t bad, it\u2019s still below the retail industry average of 37. To raise the score, Lowe\u2019s might want to dig deeper into what\u2019s 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\u2014and how likely they are to recommend the brand to others.<\/p>\n\n\n\n These insights come from QuestionPro\u2019s latest study, which surveyed 1,000 real customers<\/strong> to measure NPS across various companies and industries. The findings reflect honest customer feedback from Q1 2025<\/strong>, with the report refreshed every quarter to stay current.<\/p>\n\n\n\n\n
Lowe’s Home Improvement NPS NPS Performance<\/strong><\/h2>\n\n\n\n
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How Does Lowe’s Home Improvement Compare to Industry Benchmarks?<\/strong><\/h2>\n\n\n\n
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