Macy's
macys.com ↗In their words
“So we've now got it down to more of a science to go with the art and make sure that, again, with -- along with the Net Promoter Score continuing to improve in these locations, we're delivering a better experience that's resulting in a better business.”
“We are getting a different net promoter score at Macy's and Bloomingdale's because the store experience, as measured by the customer feedback, is improving.”
“We achieved record annual net promoter scores at Macy's and Bloomingdale's, rising 160 basis points and 90 basis points, respectively. We closed 64 of our approximately 150 non-go-forward Macy's stores ahead of our annual plan of 50 closures.”
NPS disclosures (35)
Macy's reported that store Net Promoter Scores have increased by 10 points since its Bold New Chapter strategy began, with customer service scores at record levels.
Macy's omni-channel investments and technology-driven customer experience have resulted in record Net Promoter Scores and rising digital engagement.
…we expanded Abercrombie kids offerings to infants and toddlers, and further expanded store distribution of Reiss, Free People, Theory and Rodd & Gunn. ◦ Customer Experience: Macy's delivered its highest first quarter net promoter score on record.
In addition, we are taking a more localized approach to enable store-level empowerment and deliver against distinct customer preferences in each of the markets we serve.Through these efforts, in 2025, Macy's delivered its best net promoter score on record.
So we've now got it down to more of a science to go with the art and make sure that, again, with -- along with the Net Promoter Score continuing to improve in these locations, we're delivering a better experience that's resulting in a better business.
Macy's reported improved Net Promoter Scores and results through the first three quarters as it announces closure of 14 stores.
Backstage and Marketplace fill white space in our assortments and help us maintain loyal customers seeking more price and brand variety. ◦ Customer Experience: Macy's delivered its highest third quarter net promoter score on record.
Macy's delivered its highest third quarter Net Promoter Score on record, reflecting customer experience improvements.
Macy's achieves its highest second-quarter Net Promoter Score on record, reflecting improved customer satisfaction both online and offline.
Macy's Bloomingdale's and Bluemercury divisions achieved record second-quarter sales with high Net Promoter Scores.
Strengthen and Reimagine the Macy's nameplate ◦ Macy's delivered its strongest second quarter net promoter score on record. ◦ Reimagine 125 Locations: In early February 2025, we overlaid successful initiatives from the First 50 locations to an…
Strengthen and Reimagine the Macy's nameplate ◦ Macy's net promoter scores continued to improve year-over-year. ◦ Reimagine 125 Locations: In early February 2025, we overlaid successful initiatives from the First 50 locations to an additional 75 stores…
We are getting a different net promoter score at Macy's and Bloomingdale's because the store experience, as measured by the customer feedback, is improving.
…Delivered record annual Net Promoter Scores, up 160 basis points versus fiscal 2023. BLOOMINGDALE’S ●
We achieved record annual net promoter scores at Macy's and Bloomingdale's, rising 160 basis points and 90 basis points, respectively. We closed 64 of our approximately 150 non-go-forward Macy's stores ahead of our annual plan of 50 closures.
Macy's CEO highlighted three consecutive quarters of growth in Net Promoter Scores and positive comparable store sales.
Its Net Promoter Score improved approximately 400 basis points f rom the third quarter of 2023. The Company has been testing staffing in women's shoes and/or handbags in roughly 100 additional go-forward Macy's locations this fall.
Net Promoter Scores of the First 50 locations increased approximately 600 basis points from the second quarter of 2023 and were over 200 basis points above the other Macy's go-forward locations.
And for the quarter, net promoter scores improved over 250 basis points year-over-year and remained the strength of this brand.
Along with positive comparable sales growth, the First 50 locations Net Promoter Scores increased approximately 500 basis points from the prior year and were over 250 basis points above all other Macy's locations. ◦ Revitalize assortment: The Company is…
Those Net Promoter Scores are a great indicator, and we drill down to perception on availability of size and color. We drill down to the inspiration from visual animation.
…By putting the customer first, which has always been my priority, we improved Bloomingdale's sales profit and Net Promoter Scores. We will do the same for Macy's.
…leaner inventories and a number of pricing and promotion initiatives. o Performance against our customer metric of omni-NPS rating achieved target performance, which reflected an increase from the prior year. o Our Culture Index, which consists of…
Although early, these new store formats saw strong sales and solid Net Promotor Scores (“NPS”). Overall, the Company is seeing ongoing trend improvement in store conversion.
…We continue to see not just strong sales response that also some very strong customer response, as we see very elevated net promoter scores as well.
…The equally weighted Strategic metrics align with our focus of the year: Gross Margin to drive profitable sales Omni-Net Promoter Score (NPS) to provide strong customer focus as they returned to the stores or continued shopping online and Culture…
First quarter NPS scores improved four points versus 2019, and were in line with the fourth quarter. The increase in customer satisfaction is driven by the measures we've taken as part of Polaris to ensure stores represent the best of our brand.
…Importantly, however, the work we did to create safer, easier to shop experiences began to pay off, with improvements in our Net Promoter Score driven largely by positive customer assessments of their safety while shopping.
We're getting very high NPS scores on this. So what does this mean for the holiday season?
And I think our customers are telling us that we're succeeding in that area through our NPS scores.
Macy's is tracking NPS for its curbside pickup services during store reopenings.
For example, our Net Promoter Scores in the business are very strong and well above a number of the other businesses inside of a Macy's store.
The customer service score with a net promoter score is way up and beauty, as a result of the service that we’re providing and we’re also going to more opening south.
Our investments are focused on removing points of friction, and our Net Promoter Score has improved on our digital business two points year over year.
Retention disclosures (5)
Macy's is investing in customer retention roles as part of its strategic response to operational challenges.
Macy's stores show notably higher customer retention rates as growth strategies begin to take effect.
Macy's STORY store-in-store in Philadelphia showed notably higher customer retention rates and better overall customer satisfaction versus comparators.
Macy's CEO announces expansion strategy with new benefits intended to increase brand engagement and customer retention.
Macy's engages dormant customers through targeted email campaigns and follow-up retention tactics.
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.