Home Depot
homedepot.com ↗In their words
“Home Depot's customer satisfaction score climbed to 81.”
“Through this and other efforts, we have improved our customer satisfaction surveys such that our net promoter score is consistently over 70%.”
“Stores and approximately 42% of annualized cost of goods sold in those stores ü Increased voice of the customer “net promoter” score from 63.3% to 70.5% ü Increased both site traffic and order conversion rate for homedepot.com x U.S. market share…”
Disclosed NPS over time
Every Net Promoter Score Home Depot has published, by date.
NPS disclosures (7)
Home Depot's customer satisfaction score climbed to 81.
Home Depot's customer satisfaction score is rising following leadership restructuring and introduction of a Gemini-powered voice agent.
Further, we improved our net promoter score during the quarter. Product Authority – Our product authority initiative is facilitated by our merchandising transformation and portfolio strategy, which is focused on delivering product innovation, assortment…
Through this and other efforts, we have improved our customer satisfaction surveys such that our net promoter score is consistently over 70%.
…stores and approximately 42% of annualized cost of goods sold in those stores ü Increased voice of the customer “net promoter” score from 63.3% to 70.5% ü Increased both site traffic and order conversion rate for homedepot.com x U.S. market share…
• A specified year over year increase in our voice of the customer “net promoter” score; • In-sourcing a targeted percentage of merchandising maintenance services in a specified number of departments, while maintaining or increasing vendor satisfaction…
Retention disclosures (2)
Home Depot is investing in roles that support customer retention, automation, data, and execution speed.
The Home Depot launched live streaming as a new customer engagement and retention channel.
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.