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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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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MKOR Consulting. (June 16, 2022). Net Promoter Score (NPS) in retail in Romania from April 2021 to March 2022, by industry [Graph]. In Statista. Retrieved April 01, 2025, from https://www.statista.com/statistics/1317737/romania-net-promoter-score-in-retail-by-industry/
MKOR Consulting. "Net Promoter Score (NPS) in retail in Romania from April 2021 to March 2022, by industry." Chart. June 16, 2022. Statista. Accessed April 01, 2025. https://www.statista.com/statistics/1317737/romania-net-promoter-score-in-retail-by-industry/
MKOR Consulting. (2022). Net Promoter Score (NPS) in retail in Romania from April 2021 to March 2022, by industry. Statista. Statista Inc.. Accessed: April 01, 2025. https://www.statista.com/statistics/1317737/romania-net-promoter-score-in-retail-by-industry/
MKOR Consulting. "Net Promoter Score (Nps) in Retail in Romania from April 2021 to March 2022, by Industry." Statista, Statista Inc., 16 Jun 2022, https://www.statista.com/statistics/1317737/romania-net-promoter-score-in-retail-by-industry/
MKOR Consulting, Net Promoter Score (NPS) in retail in Romania from April 2021 to March 2022, by industry Statista, https://www.statista.com/statistics/1317737/romania-net-promoter-score-in-retail-by-industry/ (last visited April 01, 2025)
Net Promoter Score (NPS) in retail in Romania from April 2021 to March 2022, by industry [Graph], MKOR Consulting, June 16, 2022. [Online]. Available: https://www.statista.com/statistics/1317737/romania-net-promoter-score-in-retail-by-industry/
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