28
NPS
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The NPD Group
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About The NPD Group's Brand
Brand at a Glance
69%
Customer Loyalty
3.5/5
Product Quality
3/5
Pricing
3.2/5
Customer Service
The NPD Group NPS
The NPD Group's Net Promoter Score (NPS) is a 28 with 57% Promoters, 14% Passives, and 29% Detractors. Net Promoter Score tracks whether The NPD Group's customers would recommend using the product based on a scale of -100 to 100.
The NPD Group Overall NPS
| 57% | Promoters |
|---|---|
| 14% | Passives |
| 29% | Detractors |
The NPD Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2020 -100 | Jul 2020 | -100 |
Nov 2020 0 | Nov 2020 | 0 |
May 2021 0 | May 2021 | 0 |
Sep 2021 0 | Sep 2021 | 0 |
Feb 2022 29 | Feb 2022 | 29 |
Aug 2022 37 | Aug 2022 | 37 |
Sep 2022 33 | Sep 2022 | 33 |
Feb 2023 20 | Feb 2023 | 20 |
Nov 2023 27 | Nov 2023 | 27 |
Apr 2024 29 | Apr 2024 | 29 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
The NPD Group Customer Loyalty
69%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
69% of The NPD Group users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
The NPD Group Product Quality
3.5/5
The NPD Group has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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The NPD Group Product Information
The NPD Group’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Website
- https://www.npd.com/
- Company Size
- 1,001-5,000 Employees
The NPD Group Pricing
The NPD Group ROI & Value For Money
3/5
The NPD Group has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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The NPD Group Customer Satisfaction (CSAT)
The NPD Group Customer Satisfaction (CSAT) Score
72 / 100
The NPD Group has an overall Customer Satisfaction score of 72 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
14%
Satisfied
58%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
14%
Very Dissatisfied
0%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
The NPD Group Customer Service
3.2/5
The NPD Group has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About The NPD Group's Customer Service
Website
https://www.npd.com/
The NPD Group as an Employer
4.3/5
The NPD Group has a 4.3/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
The NPD Group scored a 28 for Net Promoter Score and a 6 for Employee Net Promoter Score. NPS gauges how likely a customer of The NPD Group would recommend the brand to a friend. ENPS measures how likely The NPD Group employees would recommend working at The NPD Group to a friend.
Net Promoter Score
28
NPS Score
| 57% | Promoters |
|---|---|
| 14% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
6
eNPS Score
| 31% | Promoters |
|---|---|
| 44% | Passive |
| 25% | Detractors |
