Romania: NPS in retail by industry 2022

Over the period from April 2021 to March 2022, Romania's care and beauty sector achieved the highest maximum Net Promoter Score (NPS) in the local retail market, measured at 85. By comparison, the surveyed customers were the least satisfied with the products offered in the country's fashion industry, where the minimum NPS reached 16. Based on the average NPS score, the jewelry and watches industry ranked first.

The Net Promoter Score is an index used to gauge the customers' overall satisfaction and brand loyalty. The NPS ranges from -100 to 100 and measures the willingness of customers to recommend a company's products or services to others.

Net Promoter Score (NPS) in retail in Romania from April 2021 to March 2022, by industry

Characteristic	Low	Medium	High
Fashion	16	52	82
Jewelry and watches	23	59	70
Care and beauty	23	56	85
Home appliances	27	52	67
IT&C	35	55	70

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Release date

June 2022

More information

Region

Romania

Survey time period

April 2021 to March 2022

Age group

18-64 years

Method of interview

Online panel

Supplementary notes

The number of the survey respondents in the fashion, jewelry and watches, and care and beauty industries totaled 5,189, whereas in the home appliances and IT&C industries the total number was 5,609.
The survey was conducted among the general population of Romania in the form of an online questionnaire through the MKOR Panel.

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