Kroger
kroger.com ↗In their words
“Customers enjoy the premium experience of our delivery service, reflected by consistently strong net promoter scores. Health and wellness was also a strong driver of sales this year.”
“I would say we’re very happy, but the thing that I guess I get more excited about is the potential, because it’s an incredible value for customers and customers love it and we have a high renewal rate and a high NPS score.”
“And the key things on it will be continuing, for me, I think number one is making sure our NPS scores stay strong because that's what causes that customer to continue to repeat.”
NPS disclosures (13)
achieved a significantly higher Net Promoter Score (NPS) for customer satisfaction than the national average
Customers enjoy the premium experience of our delivery service, reflected by consistently strong net promoter scores. Health and wellness was also a strong driver of sales this year.
I would say we’re very happy, but the thing that I guess I get more excited about is the potential, because it’s an incredible value for customers and customers love it and we have a high renewal rate and a high NPS score.
And the key things on it will be continuing, for me, I think number one is making sure our NPS scores stay strong because that's what causes that customer to continue to repeat.
Our dedicated fulfillment centers provide the most reliable experience, the highest in-stock levels, best on-time delivery and one-of-a-kind white glove experience with industry-leading Net Promoter Scores.
Our industry-leading Net Promoter Scores in Kroger Delivery are driving new customer engagement and best-in-class retention rates. Gross margin was 21.4% of sales for the quarter.
And when we think about the Net Promoter Scores and the value that we're offering, we're seeing that the gross margin profile, if you like, of that customer and also the growth that we have expected is very much in line with what we have originally…
…If you look at the sheds, the NPS scores continue to be outstanding. The retention rate and repeat purchase rate on the sheds is very strong.
Kroger's Georgia fulfillment center receives favorable customer feedback including a best-in-class Net Promoter Score.
Kroger benefits from favorable customer feedback like a best-in-class Net Promoter Score in its e-commerce fulfillment expansion.
Kroger reported incredibly strong Net Promoter Scores among teams in Florida.
Kroger's partners are achieving best-in-class Net Promoter Scores through Ocado technology.
Retention disclosures (4)
Kroger introduced a new co-branded credit card tied to customer loyalty accounts as part of its retention strategy.
Zacks Investment Research analyzes how Kroger's clearer pricing aims to drive repeat visits and improve customer retention.
Kroger's move to integrate Ria is expected to improve customer retention through competitive fees and hassle-free service.
Kroger's acquisition of Home Chef targets the meal kit sector's challenge of low 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.