Big Lots
biglots.com ↗In their words
“We achieved a net promoter score consistently in the mid-80s range in Q2, which is up from the prior year and top tier in the industry. Our online net promoter score has also significantly improved in Q2 relative to the beginning of the year, as we…”
“Above where we hovered for a decade leading up to 2020, and we delivered phenomenal customer experiences in 2021 as our net promoter score averaged over 80, in the top quartile for retailers, and our recent trends are at or even better than last…”
“Transactions with the rewards customers are up 23% versus last year Q1, we're feeling great about our net promoter scores increasing to the highest level.”
Disclosed NPS over time
Every Net Promoter Score Big Lots has published, by date.
NPS disclosures (21)
all-time high Net Promoter Score of 85% in Q1
We achieved a Net Promoter Score consistently in the mid-80s range in Q2, which is up from the prior year, and top tier in the industry. We achieved a Net Promoter Score consistently in the mid-80s range in Q2, which is up from the prior year, and top…
We achieved a net promoter score consistently in the mid-80s range in Q2, which is up from the prior year and top tier in the industry. Our online net promoter score has also significantly improved in Q2 relative to the beginning of the year, as we…
We have achieved a Net Promoter Score in the mid 80s range in Q1, which is up from the prior year, and top tier in the industry. Our online Net Promoter Score has also improved significantly in April, up several hundred basis points from both March and…
We have achieved a Net Promoter Score in the 80% range in Q3, which is top tier in the industry, and over 20 million customers have rewarded us with their loyalty.
LY vs. up 48.5% in Q1 YOY >80% Net Promoter Score ~1,400 bps Increase Since 2020 3.6% 3-Year Comp 35% eCommerce Demand Growth SECOND QUARTER HIGHLIGHTS Q2 | 2022 | 7 Q2 COMP SALES Lapping Strong Home-Related Spending In 2020 31.3% -13.2% -9.2% Q2 2020…
Big Lots reported achieving a top-tier Net Promoter Score above 80% in Q2.
We have greatly improved our customer shopping experience, evidenced by an all-time high Net Promoter Score of 85% in Q1. E-commerce remains a standout, and now accounts for over 7% of our sales, with same-day deliveries growing 20% over last year.
…Q4 | 2021 | 18 IMPROVING OUR CUSTOMER EXPERIENCE § Over 36,000 associates that Bring their BIG! everyday, with top quartile NPS § Customer-centric focus that provides a friendly, delightful shopping experience § Updating 800 stores through…
…above where we hovered for a decade leading up to 2020, and we delivered phenomenal customer experiences in 2021 as our net promoter score averaged over 80, in the top quartile for retailers, and our recent trends are at or even better than last…
…DC Forward DCs Temporary Seasonal Bypass DCs Ship from Store Locations 25 IMPROVING OUR CUSTOMER EXPERIENCE § Over 37,000 associates that Bring their BIG! everyday, with top quartile NPS § Customer-centric focus that provides a friendly,…
Our net promoter score is at an all-time high. We expect that it'll be elongated season as we have more product than we did last year, which will help us meet her needs all the way up to Christmas Day, whether it's online or in store pickup, and then…
Transactions with the rewards customers are up 23% versus last year Q1, we're feeling great about our net promoter scores increasing to the highest level.
And the satisfaction scores across our network and stores has never been higher from a Net Promoter Score, so we're happy to see that. In terms of age, I can't comment on that right now.
Big Lots has integrated omni-channel capabilities and features an impressive Rewards program with robust Net Promoter Score.
Meanwhile, we continued to delight our customers as reflected in high and increasing net promoter scores. And we continue to accelerate our acquisition of new customers.
Net promoter scores continue to rise, and new customer acquisition as well as active membership in our rewards InComm Conferencing Page 3 of 22 www.incommconferencing.com program are at historic highs, and we believe we have appealed to a new segment of…
I will also mention, as I come in throughout this COVID-19 first quarter, the Net Promoter scores have been the highest we've seen and the engagement has just been wonderful.
And the only thing I would call out is that since that change, our net promoter score, which is a key measure of kind of store experience, has actually been at an all-time high.
In addition, net promoter scores, which are based on actual customer survey results, are significantly up in these stores, further validating that this format is resonating.
Moreover, our Net Promoter Scores in these stores are posting strong increases, further validating that this model is resonating with our customer.
Retention disclosures (1)
Big Lots uses its Big Rewards loyalty program to enhance customer retention through discounts and rewards.
Lighthouse companies in Retail & e-commerce
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.