Bath & Body Works
bathandbodyworks.com ↗In their words
“Our retention rates for our loyal customers in the loyalty program are north of 80%.”
“Our overall retention rate through that time frame that now stands directionally right around 60%. Versus if we were having this conversation a few years ago, that number was closer to 50%.”
“Strong Net Promoter Scores, improving social sentiment and growing awareness amongst nonconsumers suggest that the brand is gaining cultural relevance and strengthening its opportunity to attract new consumers.”
NPS disclosures (3)
Strong Net Promoter Scores, improving social sentiment and growing awareness amongst nonconsumers suggest that the brand is gaining cultural relevance and strengthening its opportunity to attract new consumers.
Goldman Sachs downgraded Bath & Body Works shares citing declining Net Promoter Scores among younger shoppers.
One way we measure our customer engagement and satisfaction is net promoter scores which we're pleased to say is consistently at the top quartile of retailers measured.
Retention disclosures (4)
Bath & Body Works aims to maintain strong customer experience and loyalty as it works toward sales growth recovery.
Bath & Body Works reported record-high customer retention rates in Q3 2024 with 38M loyalty members.
Retention rate (loyalty program members): 80% (Q1 2022) — “our retention rates for our loyal customers in the loyalty program are north of 80%.”
Retention rate: 60% (FY2021) — “our overall retention rate through that time frame that now stands directionally right around 60%. Versus if we were having this conversation a few years ago, that number was closer to 50%.”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.