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.”
“The second quarter of 2026 marked the fifth consecutive quarter of growth for these locations, with positive comparable sales in nine of the last ten quarters. Reimagine locations also consistently generate higher Net Promoter Scores ("NPS"), contributing to continued improvement in NPS for the entire Macy's fleet.”
“Macy's omni-channel investments and technology-driven customer experience have resulted in record Net Promoter Scores and rising digital engagement.”
NPS disclosures (8)
The second quarter of 2026 marked the fifth consecutive quarter of growth for these locations, with positive comparable sales in nine of the last ten quarters. Reimagine locations also consistently generate higher Net Promoter Scores ("NPS"), contributing to continued improvement in NPS for the entire Macy's fleet.
Macy's omni-channel investments and technology-driven customer experience have resulted in record Net Promoter Scores and rising digital engagement.
In addition, 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.
…out enhanced education, a tiered approach to staffing and events and dedicated colleagues for specific merchandise areas. 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.
Our off-price concept, Backstage, and Macy's Marketplace remained strong. 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.
Retention disclosures (1)
Macy's is investing in customer retention roles as part of its strategic response to operational challenges.
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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.