John Lewis
johnlewis.com ↗In their words
“John Lewis reports a Net Promoter Score of 68 following Salesforce Lightning implementation for its customer service team.”
“John Lewis Partnership's Net Promoter Score for its loyalty offer increased by 20 points year-on-year.”
“John Lewis reports its highest-ever Net Promoter Score alongside adjusted operating profit increase of £13 million.”
NPS disclosures (12)
John Lewis Partnership's Net Promoter Score for its loyalty offer increased by 20 points year-on-year.
John Lewis reports its highest-ever Net Promoter Score alongside adjusted operating profit increase of £13 million.
John Lewis achieved its highest-ever Net Promoter Score and topped the 2026 UK Customer Satisfaction Index for UK retail.
John Lewis improves customer satisfaction (CSAT) and net promoter score under 'Never Knowingly Undersold' brand revival strategy.
Relaunch of John Lewis's 'Never Knowingly Undersold' contributed to a 6-point increase in brand Net Promoter Score and improved value perception.
Under customer leadership at John Lewis, customer numbers, loyalty programmes, and net promoter scores have grown.
John Lewis reported a 10-point year-on-year increase in Net Promoter Score, with its festive campaign beating expectations.
John Lewis ranked third in net promoter data for clothing behind M&S and Next.
John Lewis Partnership reported growth in customer numbers and improvements in customer experience ratings and Net Promoter Score in H1 results.
John Lewis reports a Net Promoter Score of 68 following Salesforce Lightning implementation for its customer service team.
John Lewis substantially increased overall customer experience ratings as measured by Net Promoter Score.
John Lewis customer numbers rose 2.5% to 12.6 million while Net Promoter Score increased, driven by customer experience improvements including two-hour delivery slots.
Retention disclosures (1)
John Lewis accelerates retail modernization with £50 million store investment focusing on customer retention and spending.
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.