Torrid Holdings Inc.
torrid.com ↗In their words
“Average customer retention rate of 60%, rising to nearly 70% in markets with multiple store clusters.”
“Our analysis of past closures shows consistent results with an average customer retention rate of 60%, rising to nearly 70% in markets with multiple store clusters.”
“Our VIP customer retention rate continues to demonstrate strength, standing at an impressive 97%.”
Disclosed NPS over time
Every Net Promoter Score Torrid Holdings Inc. has published, by date.
NPS disclosures (7)
…omni-channel experience, as well as the product fit, quality, and affordability of our brand, is reflected in our industry-leading average NPS score of 85 from February 2024 to February 2025, as compared to the industry average in the low 40s based…
…omni-channel experience, as well as the product fit, quality, and affordability of our brand, is reflected in our industry-leading average NPS score of 86 from June 2023 to June 2024, as compared to the industry average in the low 40s, and a return…
And so they are by far our most valuable customers, our net promoter scores in our stores are some of the highest I've ever seen in retail.
I do agree with you, our net promoter score in storage for the store experience is exorbitantly high. It’s in, I don’t know if I can give it to you but it’s in the 90s, it’s in the mid-90s for the experience in the store environment.
• “Net Promoter Score,” or “NPS,” is a commonly used metric to measure consumer satisfaction and loyalty and indicates the percentage of consumers rating their likelihood to recommend a product or service to a friend.
• “Net Promoter Score,” or “NPS,” is a commonly used metric to measure consumer satisfaction and loyalty and indicates the percentage of consumers rating their likelihood to recommend a product or service to a friend.
• “Net Promoter Score,” or “NPS,” is a commonly used metric to measure consumer satisfaction and loyalty and indicates the percentage of consumers rating their likelihood to recommend a product or service to a friend.
Retention disclosures (3)
Retention rate (markets with multiple store clusters): 70% — “average customer retention rate of 60%, rising to nearly 70% in markets with multiple store clusters.”
Retention rate: 60% — “Our analysis of past closures shows consistent results with an average customer retention rate of 60%, rising to nearly 70% in markets with multiple store clusters.”
Retention rate (VIP customers): 97% — “Our VIP customer retention rate continues to demonstrate strength, standing at an impressive 97%.”
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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.