16
NPS
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Novartis
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About Novartis' Brand
"Novartis discovers and develops eye care, generics, vaccines and over-the-counter medicines."
Brand at a Glance
61%
Customer Loyalty
3.7/5
Product Quality
3.8/5
Pricing
4/5
Customer Service
Novartis NPS
Novartis's Net Promoter Score (NPS) is a 16 with 51% Promoters, 14% Passives, and 35% Detractors. Net Promoter Score tracks whether Novartis's customers would recommend using the product based on a scale of -100 to 100.
Novartis Overall NPS
| 51% | Promoters |
|---|---|
| 14% | Passives |
| 35% | Detractors |
Novartis NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2024 29 | Jun 2024 | 29 |
Jul 2024 31 | Jul 2024 | 31 |
Aug 2024 33 | Aug 2024 | 33 |
Sep 2024 30 | Sep 2024 | 30 |
Oct 2024 30 | Oct 2024 | 30 |
Dec 2024 28 | Dec 2024 | 28 |
Feb 2025 23 | Feb 2025 | 23 |
Apr 2025 22 | Apr 2025 | 22 |
Jul 2025 20 | Jul 2025 | 20 |
Aug 2025 18 | Aug 2025 | 18 |
Oct 2025 16 | Oct 2025 | 16 |
Nov 2025 15 | Nov 2025 | 15 |
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.
Novartis NPS by Gender
Male customers rated Novartis's NPS 130 points higher than Female customers.
Male
30
Novartis's NPS was rated 30 by Male customers on Comparably.
61%
Promoters
8%
Passives
31%
Detractors
Female
-100
Novartis's NPS was rated -100 by Female customers on Comparably.
0%
Promoters
0%
Passives
100%
Detractors
Novartis NPS by Ethnicity
Novartis's NPS was rated -30 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -30 | Caucasian | -30 |
Novartis NPS by Age
Novartis's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 36-40.
Novartis NPS by Usage
Novartis's NPS was rated the highest by customers who have used Novartis's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 40 | 1 to 2 Years | 40 |
2 to 5 Years 20 | 2 to 5 Years | 20 |
5 to 10 Years -100 | 5 to 10 Years | -100 |
Over 10 Years 34 | Over 10 Years | 34 |
Novartis Customer Loyalty
61%
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.
61% of Novartis 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?"
Novartis Customer Loyalty Score by Gender
Male customers rated Novartis's Customer Loyalty score 25% higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Novartis.
Male
65%
Yes
Female
40%
Yes
Novartis Customer Loyalty Score by Ethnicity
Novartis's Customer Loyalty score was rated 46% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Novartis.
46
out of 100
Caucasian
Novartis Customer Loyalty Score by Age
Novartis's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Novartis.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 70% | 36-40 | 70% |
41-45 100% | 41-45 | 100% |
Novartis Customer Loyalty Score by Usage
Novartis's Customer Loyalty score was rated the highest by customers who have used Novartis's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Novartis Customer Loyalty Score by Industry
Novartis's Customer Loyalty score was rated 40% by Biotech and Pharmaceuticals industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Novartis Product Quality
3.7/5
Novartis has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Novartis Product Information
Novartis’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Biotech and Pharmaceuticals industry rated Novartis's product the highest.
- Website
- www.novartis.com
- Company Size
- 10,000+ Employees
Industry
Tech
Biotech and Pharmaceuticals
Healthcare
Quick Insights into Novartis Product Quality
Novartis's Product Quality score was rated highest by customers ages 41-45, and rated lowest by Female customers.
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Ranked Novartis Product Quality the Highest
Ranked Novartis Product Quality the Lowest
Novartis Product Quality Score by Gender
Male customers rated Novartis's Product Quality score 1.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Novartis.
Male
3.6/5
Female
1.8/5
Novartis Product Quality Score by Ethnicity
Novartis's Product Quality score was rated 2.9 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Novartis.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
Novartis Product Quality Score by Age
Novartis's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Novartis.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 4.6 | 36-40 | 4.6 |
41-45 5 | 41-45 | 5 |
Novartis Product Quality Score by Usage
Novartis's Product Quality score was rated the highest by customers who have used Novartis's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Novartis Product Quality Score by Industry
Novartis's Product Quality score was rated 2.6 stars by Biotech and Pharmaceuticals industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Novartis Pricing
Novartis ROI & Value For Money
3.8/5
Novartis has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
Sign Up to unlock Novartis' overall ROI score rated by its users and customers.
Novartis Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Biotech and Pharmaceuticals industry.
Quick Insights into Novartis ROI
Novartis's ROI score was rated highest by customers ages 41-45, and rated lowest by Female customers.
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Ranked Novartis ROI the Highest
Ranked Novartis ROI the Lowest
Novartis ROI Score by Gender
Male customers rated Novartis's ROI score 1.3 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Novartis.
Male
3.6/5
Female
2.3/5
Novartis ROI Score by Ethnicity
Novartis's ROI score was rated 2.9 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Novartis.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
Novartis ROI Score by Age
Novartis's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Novartis.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 4 | 36-40 | 4 |
41-45 5 | 41-45 | 5 |
Novartis ROI Score by Usage
Novartis's ROI score was rated the highest by customers who have used Novartis's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Novartis ROI Score by Industry
Novartis's ROI score was rated 2.8 stars by Biotech and Pharmaceuticals industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Novartis Customer Satisfaction (CSAT)
Novartis Customer Satisfaction (CSAT) Score
71 / 100
Novartis has an overall Customer Satisfaction score of 71 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
38%
Satisfied
33%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
0%
Very Dissatisfied
16%
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.
Quick Insights into Novartis Customer Satisfaction
Novartis's Customer Satisfaction score was rated highest by customers ages 41-45, and rated lowest by Female customers.
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Ranked Novartis Customer Satisfaction the Highest
Ranked Novartis Customer Satisfaction the Lowest
Novartis Customer Satisfaction Score by Gender
Male customers rated Novartis's Customer Satisfaction score 0 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Novartis.
63 / 100
MaleVery Satisfied | 45% | |
|---|---|---|
Satisfied | 18% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 0% | |
Very Dissatisfied | 28% |
0
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 0% | |
Very Dissatisfied | 67% |
Novartis Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Novartis' Customer Satisfaction (CSAT) score was rated 40% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Novartis.
40 / 100
Very Satisfied
30%
Satisfied
10%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
40%
Novartis Customer Satisfaction Score by Age
Novartis's Customer Satisfaction score was rated 67 points by customers ages 41-45 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Novartis.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 41-45 | 67% |
Novartis Customer Satisfaction Score by Usage
Novartis's Customer Satisfaction score was rated the highest by customers who have used Novartis's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Novartis Customer Service
4/5
Novartis has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Novartis's Customer Service
Address
Lichtstrasse 35, Scott Air Force Base, IL CH-4002
Website
www.novartis.com
Phone Number
41-61-324-11-11
Novartis's Social Links
Quick Insights into Novartis Customer Service
Novartis's Customer Service score was rated highest by customers ages 41-45, and rated lowest by Female customers.
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Ranked Novartis Customer Service the Highest
Ranked Novartis Customer Service the Lowest
Novartis Customer Service Score by Gender
Male customers rated Novartis's Customer Service score 1.6 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Novartis.
Male
3.6/5
Female
2/5
Novartis Customer Service Score by Ethnicity
Novartis's Customer Service score was rated 2.9 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Novartis.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
Novartis Customer Service Score by Age
Novartis's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Novartis.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 4.1 | 36-40 | 4.1 |
41-45 5 | 41-45 | 5 |
Novartis Customer Service Score by Usage
Novartis's Customer Service score was rated the highest by customers who have used Novartis's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
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Novartis Customer Service Score by Industry
Novartis's Customer Service score was rated 2.5 stars by Biotech and Pharmaceuticals industry customers.
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Novartis as an Employer
4.1/5
Novartis has a 4.1/5 stars for its overall company culture rated by their employees
top
20%
Consumer vs. Employees
Novartis scored a 16 for Net Promoter Score and a 11 for Employee Net Promoter Score. NPS gauges how likely a customer of Novartis would recommend the brand to a friend. ENPS measures how likely Novartis employees would recommend working at Novartis to a friend.
Net Promoter Score
16
NPS Score
| 51% | Promoters |
|---|---|
| 14% | Passive |
| 35% | Detractors |
Employee Net Promoter Score
11
eNPS Score
| 43% | Promoters |
|---|---|
| 25% | Passive |
| 32% | Detractors |
