Gap
gap.com ↗In their words
“We are intently focused on enhancing the customer experience at Old Navy, which is driving higher NPS scores for both stores and online. We're investing in technology that elevates the customer experience, and our phased rollout of AI-powered RFID is a…”
“This evolution of the customer experience has resulted in higher NPS scores for both stores and online. With the foundational elements we've established, we are a stronger Old Navy than we were a year ago and are positioned well for 2025.”
“We are seeing early indications that customers are responding with positive NPS scores and positive sales growth in certain key products that we marketed in the new brand voice.”
NPS disclosures (14)
We are intently focused on enhancing the customer experience at Old Navy, which is driving higher NPS scores for both stores and online. We're investing in technology that elevates the customer experience, and our phased rollout of AI-powered RFID is a…
This evolution of the customer experience has resulted in higher NPS scores for both stores and online. With the foundational elements we've established, we are a stronger Old Navy than we were a year ago and are positioned well for 2025.
We are seeing early indications that customers are responding with positive NPS scores and positive sales growth in certain key products that we marketed in the new brand voice.
As a result, we are experiencing consistent improvement in Old Navy stores NPS that we expect to cement going forward. Now with a more solid foundation from which to build, I can focus my attention towards the long term and defining the future of Old Navy.
And as we look at Q3 for Old Navy, in particular, with Net Promoter Score being up despite the fact that we have stock outs would probably know we did, we had some disappointment.
Gap's Yeezy rollout and improved product availability are contributing to better Net Promoter Score.
Our Instagram shopping pilot with Athleta and Old Navy was the successful test of distributed e-commerce, while our work on-site speed and inventory availability are yielding Net Promoter Score improvement.
We’re seeing a really nice pickup in net promoter score as a result of our refresh plan. So the restructure of the stores, the improvement of the go-forward fleet, the leaning out of the SG&A and this is a lean mean effective team now that is wired and…
We’re pleased with the conversion improvements in stores, we have seen that and you know, having fueled by the 15 point improvement in our net promoter score that we spoke about, the store environment is something that the customer is really pleased…
The good news is as we have seen customers are coming back to our stores and they are providing us with good net promoter scores associated with feeling safe in our stores.
…of brand health, we still feel very good about our share levels, the menus share, the brand health that we look at from a YouGov standpoint, which is a measuring service we use, our NPS scores as we look at experiences of customers in our stores.
Old Navy (Gap Inc. spinoff) reports 62% net promoter score alongside 89% brand awareness.
Gap Inc. has consistently achieved an industry-leading Net Promoter Score while maintaining customer focus during growth.
Retention disclosures (4)
Gap's rebrand initiatives have driven short-term interest but not long-term customer retention.
Gap Inc. grew its customer file 14% to over 183 million in 2020, with loyalty program members outspending non-loyalty customers.
Gap Inc. appoints new Head of Loyalty & Partnerships to address customer pain points.
DEG appointed global email agency of record for Gap brands; one-to-one marketing can drive customer loyalty and bolster customer retention.
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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.