Abercrombie & Fitch Net Promoter Score 2021 Benchmarks

Estimated Net Promoter Score is

16

Abercrombie & Fitch is an American retailer that focuses on upscale casual wear for young consumers, its headquarters are in New Albany, Ohio, a suburb of Columbus. The company operates 2 other offshoot brands: Abercrombie Kids & Hollister Co. The company operates 1,049 stores across all four brands.

Once known for its sexy ad campaigns, the company has toned down its imagery and no longer displays nearly nude models in their advertisements. According to Chairman Arthur Martinez, Abercrombie and Fitch is now targeting an older consumer, from ages 18-25. These changes provide the hopes that the audience will see the company is evolving along with its consumers, and boost sales.

Abercrombie & Fitch is notable for using "brand representatives" for store customer service. Its main competitors are Aéropostale and American Eagle Outfitters. Its younger subsidiary, Abercrombie Kids, competes with Aéropostale's P.S., and American Eagle Outfitters's 77kids.

Quick facts about Abercrombie & Fitch

Key people

Mike Jeffries (Former CEO/Modern Era Reestablishment Founder) Fran Horowitz (Chief Executive Officer)

Founded

June 4, 1892; 124 years ago (1892-06-04) Manhattan, New York City, New York, U.S.

Divisions

Abercrombie & Fitch Abercrombie Kids Hollister Co.

Products

Apparel accessories personal care footwear

Parent

Oshman's Sporting Goods (1978–1988)

What is Net Promoter Score?

NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.

It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.

The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.

Learn more about NPS

Is Abercrombie & Fitch's estimated NPS of 16 considered to be good?

Yes, it is.

Net Promoter Score is a number from -100 from 100.

Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.

The industry average for Specialty Retailers: Apparel is 0.

Browse NPS benchmarks

How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If Abercrombie & Fitch sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.

On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.

Therefore, comparing the NPS score of Abercrombie & Fitch with your own without any further context is not that useful.

What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.

What is Customer.guru? Why is useful?

After successfully using Net Promoter Score for our own e-commerce projects,
 we have decided to let anyone benefit from what we've learned.



We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.

Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.

Learn more

Other companies with Net Promoter Score similar to Abercrombie & Fitch

Company Industry Score
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FlexiGroup Financial Services / Banking 15
HBO Consumer Brands / Entertainment 15
PNC Banks Financial Services / Banking 15
AT&T Telecommunications / Cable/TV service 15
Sprite Consumer Brands / FMCG 17
TSB Bank Financial Services / Banking 17
Starz Consumer Brands / Entertainment 17

We have estimated the Net Promoter Score of Abercrombie & Fitch based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.

Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.