John’s Crazy Socks Reports a World Class Net Promoter Score (NPS) of 92

John’s Crazy Socks asked our customers Would you recommend us to family and friends?” They answered with a resounding YES! These results produced a Net Promoter Score (NPS) of 92, putting John’s Crazy Socks among the elite companies in the world in making customers happy and building brand loyalty. 

Co-founder and Chief Happiness Officer John Cronin said, “We have a mission to spread happiness and do all we can to fulfill that mission. We love our customers and are so excited when they tell us we make them happy.” 

At John’s Crazy Socks, we have a mission to spread happiness. We don’t just deliver socks; we deliver happiness to our customers. We are always checking with our customers to get their feedback. Do they love our socks? Do they love our service? Are we making them happy? The Net Promoter Score is one way to measure how good a job we are doing for our customers. A score of 92 marks John’s Crazy Socks as a world class performer. 

John delivering packages

What is the Net Promoter Score? 

The Net Promoter Score (NPS) measures how willing customers are to recommend a company’s products or services to others. It creates an index with possible scores ranging from -100 to 100. Organizations use the NPS to assess overall customer satisfaction and the customer’s loyalty to the brand. The closer a score is to 100, the better. 

How Does John’s Crazy Socks Achieve Such a High Net Promoter Score? 

Mark X. Cronin, John’s co-founder and father said, “The Net Promoter Score is one way to measure how we are doing. It is one way to determine whether we are connecting with our customers and fulfilling our promise to spread happiness.” 

John’s Crazy Socks focuses on creating customer experiences, not just transactions. We know that our customers want a great selection, so we offer more than 4,000 different socks, making John’s Crazy Socks the world’s largest sock store. We have to provide great products and with over 29,000 5-star reviews, our customers tell us they love the products. And we need to provide great service, which we do with our same day shipping and Happiness Creators who are ready to attend to any customer question or need. 

But there is more than great selection, great products, and great service. There are the personal connections we make with our customers like including a handwritten thank you note from John and candy in very package. And there is our social mission. Our customers know when they buy from us, they help us employ people with differing abilities (more than half our colleagues have a differing ability) and they help us Give Back (we start by pledging 5 percent of our earnings to the Special Olympics). Our customers help us spread happiness. 

John's Crazy Socks Staff

What is a Good Net Promoter Score? 

John’s Crazy Socks has an NPS of 92, how does that rate? What is a good Net Promoter Score? In theory, any score above zero is positive. According to experts, the average score is around 30. One consulting firm gives this guide to NPS Scores: 

  • 70 or more: outstanding, a world class organization
  • 50 to 69: strong
  • 49 or less: needs improvement
  • Below 0: red flag!

A score of 92 is so high that it is almost off the charts. 

The firm Qualtrics, which helps measure Net Promoter Scores and compiles benchmarks, reports that in the retail industry, which would include John’s Crazy Socks, the average NPS is 35 with a high score is 59. The John’s Crazy Socks score is in the 100th percentile. 

What are the Net Promoter Scores of some other companies? 

Consumer Guru publishes the scores of many companies. Here are the scores of other retail and consumer brands: 

Brand

NPS

Brand

Score

John's Crazy Socks

92

L'Oréal

16

Bose

78

Express

12

Starbucks

77

Hermès

11

Walt Disney

50

Kraft

9

Apple

47

J Crew

7

Gucci

45

Columbia Sportswear

-1

Nike

30

Hanes

-4

Gap

21

Prada

-5

Coca Cola

20

Under Armour

-8

Colgate

18

McDonald's

-8

 

John with socks

How Does One Calculate the Net Promoter Score? 

The NPS is based on the response to a single question that you have seen countless times: “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” We ask our customer that question in our customer satisfaction surveys. 

The responses are broken into three groups: 

Rating

Category

Definition

9 – 10

Promoter

This person is so pleased they are likely to tell others and promote your brand.

7 – 8

Neutrals

These people are passive, they neither love nor hate your brand and are likely to have no impact on our brand’s reputation.

0 – 6

Detractors

These consumers did not like the product or service and are likely to tell others and hurt your brand

 

The Net Promoter Score equals the percentage of Promoters of the total responses. For John’s Crazy Socks, that means that our customers rate us a 9 or 10 in 92 percent of the responses. 

About John’s Crazy Socks

John’s Crazy Socks was inspired by John Lee Cronin, a young man with Down syndrome, and his love of colorful and fun socks—what he calls his “crazy socks.” He and his father, Mark X. Cronin, started the company as a social enterprise with a mission of Spreading Happiness™. They do this by offering socks people can love that allows an expression of one’s true self. More than half their employees have a differing ability, their Giving Back program has raised over $450,000 for charity partners like the Special Olympics, the National Down Syndrome Society, and the Autism Society of America. Most of all, they are Spreading Happiness™. 

For more information about John’s Crazy Socks, visit our webpage, Facebook page, Instagram account or YouTube channel. You can also contact us at 631-760-5625 or via email at service@johnscrazysocks.com.

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John’s Crazy Socks Reports a World Class Net Promoter Score (NPS) of 9

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