12
NPS
Learn More about Brand Intelligence Solutions
Find out what hundreds of thousands of customers are saying about your brand, your competitors and others in the industry
Thank you for inquiring about Comparably's Brand Intelligence Solutions
A member from Comparably's team member will be reaching out shortly to set up a time to speak about our Brand Intelligence Solutions
Brand Page
American Well
Marketing or Exec? Claim Your Free Account
About American Well's Brand
American Well is a company based connects users instantly with doctors over video feed.
Brand at a Glance
79%
Customer Loyalty
3.5/5
Product Quality
3.6/5
Pricing
3.5/5
Customer Service
American Well CMO
American Well NPS
American Well's Net Promoter Score (NPS) is a 12 with 37% Promoters, 38% Passives, and 25% Detractors. Net Promoter Score tracks whether American Well's customers would recommend using the product based on a scale of -100 to 100.
American Well Overall NPS
| 37% | Promoters |
|---|---|
| 38% | Passives |
| 25% | Detractors |
American Well NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2020 100 | Dec 2020 | 100 |
Jan 2021 100 | Jan 2021 | 100 |
Aug 2021 66 | Aug 2021 | 66 |
Dec 2021 25 | Dec 2021 | 25 |
Feb 2022 0 | Feb 2022 | 0 |
Jan 2023 0 | Jan 2023 | 0 |
Dec 2024 13 | Dec 2024 | 13 |
Feb 2025 12 | Feb 2025 | 12 |
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.
American Well Customer Loyalty
79%
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.
79% of American Well 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?"
American Well Product Quality
3.5/5
American Well has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock American Well's overall Product Quality score rated by its users and customers.
American Well Product Information
American Well’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Company Size
- 201-500 Employees
Industry
Tech
Biotech and Pharmaceuticals
Enterprise
Healthcare
SaaS
American Well Pricing
American Well ROI & Value For Money
3.6/5
American Well has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock American Well's overall ROI score rated by its users and customers.
American Well Customer Satisfaction (CSAT)
American Well Customer Satisfaction (CSAT) Score
50 / 100
American Well has an overall Customer Satisfaction score of 50 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
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
25%
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.
American Well Customer Service
3.5/5
American Well has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock American Well's overall Customer Service score rated by its users and customers.
About American Well's Customer Service
Address
Boston, MA
Website
https://www.americanwell.com/
Phone Number
6172043500
American Well as an Employer
3.4/5
American Well has a 3.4/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
American Well scored a 12 for Net Promoter Score and a 8 for Employee Net Promoter Score. NPS gauges how likely a customer of American Well would recommend the brand to a friend. ENPS measures how likely American Well employees would recommend working at American Well to a friend.
Net Promoter Score
12
NPS Score
| 37% | Promoters |
|---|---|
| 38% | Passive |
| 25% | Detractors |
Employee Net Promoter Score
8
eNPS Score
| 33% | Promoters |
|---|---|
| 42% | Passive |
| 25% | Detractors |
