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CUSTOMER SATISFACTION AT MADE IN WASHINGTON: NET PROMOTER SCORE (NPS) HOW OUR CUSTOMERS RATE US
Our Net Promotor score summary based on over 15,000 verified customer surveys,
collected continuously through post-purchase feedback:
- Past 3 Months NPS: 93
- Rolling 12-Month NPS: 91
- All-Time NPS Average: 80
OUR WORLD CLASS NPS SCORE
91
Last updated: May 2026
Measurement period: Rolling 12 months
Net Promoter Score (NPS) measures how likely customers are to recommend a brand to others, putting their reputation on the line. Scores can range from -100 to 100.
Net Promoter Score is a widely used customer loyalty metric that reflects how strongly customers feel about a brand. In eCommerce and retail an NPS above 50 is considered excellent and NPS above 60 is generally considered world-class.
Made In Washington has consistently maintained an NPS in the world-class range, reflecting high levels of customer satisfaction and recommendation intent. Made In Washington has tracked Net Promoter Score continuously for 9 years, improving from 70 in 2017 (which was already a strong score) to 90 in 2025.
So now, this is our 10th year of tracking our NPS. We find it of great value as an addition to our product-specific reviews to keep a close eye on how our customers view us overall. Plus, we love the ability to benchmark against top-tier companies it provides.
HOW WE MEASURE CUSTOMER DELIGHT
We measure customer satisfaction using a standardized Net Promoter Score survey sent after an order has been delivered. The information on this page reflects real customer feedback gathered as part of our normal post-purchase experience. Our focus is on maintaining consistently high customer experience over time rather than optimizing for a single reporting period.
OUR APPROACH
- Surveys are sent only to verified customers
- Customers are asked how likely they are to recommend Made In Washington to a friend or colleague
- Responses are collected continuously
- NPS is calculated and reported on a rolling basis
Thank you to all the thousands of customers who have provided us such world-class ratings; we are honored, and look forward to continuing to thrill you into the future!
INDUSTRY NET PROMOTER SCORES
We use NPS to benchmark against the best of the best. Here is how Made In Washington’s NPS compares to leaders in a range of industries:
| INDUSTRY | LEADER | NPS |
|---|---|---|
| Automotive | Tesla | 97 |
| Retail Trade | Made In Washington | 91 |
| Specialty Retail | Warby Parker | 80 |
| Insurance | Allianz | 79 |
| Consumer Brands | Heineken | 76 |
| Banking | USAA | 75 |
| Technology | Amazon | 73 |
| Airlines | Southwest | 71 |
| Hotels (Luxury) | Hyatt | 70+ |
| Online Entertainment | Netflix | 67 |
Source: CustomerGauge 2025
Thank you to all the thousands of customers who have provided us such world-class ratings; we are honored, and look forward to continuing to thrill you into the future!
WHAT CUSTOMERS ARE SAYING
The following comments are from verified customers who indicated a high likelihood of recommending Made In Washington (Promoters).
“It’s wonderful to have such a variety, but to have superior quality products is what sets Made In Washington apart. I have purchased for myself, friends and family with rave reviews. It’s easy to send a package anywhere while supporting local artisans.”
“Love to shop local, especially for families and friends from out-of-state.”
“Makers and products are local, everything I’ve ever ordered is of exceptional quality, and staff go out of their way to make you happy.”
“Great selection, outstanding quality and perfect delivery.”
“I ordered gift boxes and the recipients LOVED the products in their boxes.”
“I was impressed with the top quality products locals truly want to share with out-of-town relatives. Quick delivery was a plus.”
“I ordered gift boxes and the recipients LOVED the products in their boxes.”
“First, all Washington businesses. Second, great variety of products. Third, the orders are always complete and on-time. Makes me a big hit with co-workers, family, and friends. My go-to holiday shopping.”
“We worked with Sunni to send corporate gifts to 40 offices around the country. The process was quick, easy, and the customer service was excellent!”
“There is a variety of products offered. The quality is excellent, packed well and shipped quickly. It is a site I will recommend and shop at again.”
“I have never heard disappointing comments from the recipients of gifts from Made In Washington. I like that I can introduce people to Washington companies.”
FREQUENTLY ASKED QUESTIONS
Net Promoter Score (NPS) is a widely used customer loyalty metric based on how likely customers are to recommend a brand. It is reported on a scale from -100 to 100.
Our NPS is calculated on a rolling basis as new verified post-purchase survey responses are received.
Yes. Surveys are sent only to customers who have completed a purchase.
We believe transparency helps customers make informed decisions and holds us accountable to maintaining a high standard of service.
WHY CUSTOMER RECOMMENDATION MATTERS
Recommendation is one of the strongest indicators of trust. Our goal is to earn that confidence with every order. Customers who recommend a brand are typically expressing confidence in:
PRODUCT
QUALITY
RELIABILITY &
FULFILLMENT
CUSTOMER
SERVICE
OVERALL
EXPERIENCE
THRILLING CUSTOMERS IS OUR STANDARD, NOT A SLOGAN.
Thrilling customers is not a marketing campaign for us. It is an outcome of how we source products, serve customers, and represent local makers. We publish our Net Promoter Score to share how customers experience Made In Washington—and to hold ourselves to that standard going forward.
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