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Amtrak
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About Amtrak's Brand

We are not just a railroad; we are a company that moves people. With 21,000 route miles in the US running 300+ trains a day to 500 destinations. Among its major competitors, Amtrak is ranked in 2nd place for NPS while BNSF Railway is 1st, and Greyhound Lines is 3rd.Their current valuation is $103.66M

Brand at a Glance

74%
Customer Loyalty
3.7/5
Product Quality
3.5/5
Pricing
3.7/5
Customer Service

Amtrak Ranking

Amtrak NPS

Amtrak's Net Promoter Score (NPS) is a 14 with 48% Promoters, 18% Passives, and 34% Detractors. Net Promoter Score tracks whether Amtrak's customers would recommend using the product based on a scale of -100 to 100.

Amtrak Overall NPS

14
NPS
48%Promoters
18%Passives
34%Detractors
Amtrak Overall NPS

Amtrak NPS Trend

-100
-50
0
50
100
Jun 2021
29
Jun 202129
Jul 2021
30
Jul 202130
Aug 2021
26
Aug 202126
Sep 2021
26
Sep 202126
Oct 2021
19
Oct 202119
Nov 2021
20
Nov 202120
Dec 2021
13
Dec 202113
Jan 2022
17
Jan 202217
Feb 2022
16
Feb 202216
Mar 2022
17
Mar 202217
Apr 2022
16
Apr 202216
May 2022
14
May 202214

How Other Brands Compare

Amtrak is ranked second for NPS among its competitors. BNSF Railway and Greyhound Lines come in first and third, with Canadian National Railway coming in at #4. Among those competitors, it is the second most valued company behind Canadian National Railway.

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Amtrak's Logo
Amtrak
BNSF Railway's Logo
BNSF Railway
Canadian National Railway's Logo
Canadian National Railway
Greyhound Lines' Logo
Greyhound Lines
Global Ranking#-#789#-#-
NPS1445--64
Social Sentiment Calculated by analyzing social media and other online mentions-Neutral--
Valuation Updated every 24 hours for public companies$103.66M-$77.63B-

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.

Amtrak NPS by Gender

Male customers rated Amtrak's NPS 14 points higher than Female customers.

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Male

0

Amtrak's NPS was rated by Male customers on Comparably.

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44%
Promoters
12%
Passives
44%
Detractors

Female

-14

Amtrak's NPS was rated -14 by Female customers on Comparably.

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36%
Promoters
14%
Passives
50%
Detractors

Amtrak NPS by Ethnicity

Amtrak's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.

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-100
-50
0
50
100
Caucasian
38
Caucasian38
Hispanic or Latino
-34
Hispanic or Latino-34
African American/Black
-28
African American/Black-28
Other
-100
Other-100

Amtrak NPS by Age

Amtrak's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.

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0
20
40
60
80
100
Promoters
50%
Passives
17%
Detractors
33%
18-2550%17%33%
Promoters
0%
Passives
0%
Detractors
100%
26-300%0%100%
Promoters
60%
Passives
0%
Detractors
40%
31-3560%0%40%
Promoters
17%
Passives
33%
Detractors
50%
36-4017%33%50%
Promoters
43%
Passives
14%
Detractors
43%
51-5543%14%43%
Promoters
25%
Passives
25%
Detractors
50%
56-6025%25%50%
Promoters
33%
Passives
34%
Detractors
33%
61-6533%34%33%
Promoters
50%
Passives
0%
Detractors
50%
66+50%0%50%

Amtrak NPS by Usage

Amtrak's NPS was rated the highest by customers who have used Amtrak's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.

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-100
-50
0
50
100
Less than 1 Year
-25
Less than 1 Year-25
1 to 2 Years
0
1 to 2 Years0
2 to 5 Years
0
2 to 5 Years0
5 to 10 Years
-30
5 to 10 Years-30
Over 10 Years
25
Over 10 Years25

Amtrak NPS vs. Competitors

Compared to its competitors, Amtrak's NPS is rated right above Greyhound Lines, and is preceded by BNSF Railway.

COMPANYNPS Score
BNSF Railway
45
Amtrak
14
Greyhound Lines
-64

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Amtrak's Logo
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BNSF Railway's Logo
Greyhound Lines' Logo

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Amtrak Customer Reviews

Out of the 13 Amtrak customer reviews 8 were positive and 5 were constructive. Amtrak customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.

What can this brand most improve?
updating equipment, hire competent employees, listen to customer complaints, combine Amtrak Vacations & Amtrak into one unit, thereby ending confusion to the customer, and lastly, be honest with the using public.
Review from Baltimore, MD / Male / Other / 66+
What do you value most about this brand?
It is an excellent service
Review from Baltimore, MD / Male / Caucasian / 56-60Posted 23 days ago
What can this brand most improve?
Customer service and speed to destination
Review from Baltimore, MD / Male / Asian or Pacific Islander / 36-40
What can this brand most improve?
Not much to improve upon
Review from Baltimore, MD / Female / African American/Black / 18-25
What do you value most about this brand?
Amtrak allows you to see the country and meet people from different walks of life.
Review from Warner Robins, GA / Male / Caucasian / 18-25

Amtrak Customer Loyalty

74%

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.

74% of Amtrak users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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74
74%
26
26%
Amtrak Customer Loyalty

Amtrak Customer Loyalty Score by Gender

Male customers rated Amtrak's Customer Loyalty score 18% higher than Female customers.

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Male
86%
Yes
Female
68%
Yes

Amtrak Customer Loyalty Score by Ethnicity

Amtrak's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Hispanic or Latino customers.

% who answered "Yes"

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93
out of 100
Caucasian
40
out of 100
Hispanic or Latino
74
out of 100
African American/Black
78
out of 100
Other

Amtrak Customer Loyalty Score by Age

Amtrak's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 26-30.

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0
20%
40%
60%
80%
100%
18-25
55%
18-2555%
26-30
40%
26-3040%
31-35
82%
31-3582%
36-40
55%
36-4055%
51-55
100%
51-55100%
56-60
78%
56-6078%
61-65
70%
61-6570%
66+
100%
66+100%

Amtrak Customer Loyalty Score by Usage

Amtrak's Customer Loyalty score was rated the highest by customers who have used Amtrak's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year
44%
1 to 2 Years
82%
2 to 5 Years
70%
5 to 10 Years
73%
Over 10 Years
91%

Amtrak Customer Loyalty Score by Industry

Amtrak's Customer Loyalty score was rated the highest by Government and Public Policy industry customers, and the lowest by Accounting industry customers.

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Tech
70%
Accounting
64%
Government and Public Policy
100%
Healthcare, Hospitals and Medicine
100%
Transportation
100%

Amtrak Customer Loyalty vs. Competitors

Compared to its competitors, Amtrak's Customer Loyalty score is rated right above BNSF Railway.

COMPANYCustomer Loyalty Score
Amtrak74%
BNSF Railway70%
Greyhound Lines64%

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Amtrak's Logo
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BNSF Railway's Logo
Greyhound Lines' Logo

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Amtrak Product Quality

3.7/5

Amtrak has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.

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Amtrak Product Information

Amtrak’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated Amtrak's product the highest. Reviewers from the Transportation industry rated Amtrak the lowest at 2.6.

Website
http://www.amtrak.com
Company Size
10,000+ Employees

Industry

Transportation

Quick Insights into Amtrak Product Quality

Amtrak's Product Quality score was rated highest by customers from the Healthcare, Hospitals and Medicine industry, and rated lowest by Other customers.

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Ranked Amtrak Product Quality the Highest

Healthcare, Hospitals and Medicine
4.7
31-35
4.6
2 to 5 Years
4.3

Ranked Amtrak Product Quality the Lowest

Transportation
2.6
56-60
2.1
Other
1.7

Amtrak Product Quality Score by Gender

Amtrak's Product Quality score was rated 3.4 by both Female and Male customers on Comparably.

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Male

3.4/5

Female

3.4/5

Amtrak Product Quality Score by Ethnicity

Amtrak's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.

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0
1
2
3
4
5
Caucasian
3.5
Caucasian3.5
Hispanic or Latino
4
Hispanic or Latino4
African American/Black
3.5
African American/Black3.5
Other
1.7
Other1.7

Amtrak Product Quality Score by Age

Amtrak's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.

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0
1
2
3
4
5
18-25
3.5
18-253.5
26-30
3
26-303
31-35
4.6
31-354.6
36-40
3.5
36-403.5
51-55
3.4
51-553.4
56-60
2.1
56-602.1
61-65
3.3
61-653.3
66+
3.2
66+3.2

Amtrak Product Quality Score by Usage

Amtrak's Product Quality score was rated the highest by customers who have used Amtrak's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year
2.7
1 to 2 Years
3.7
2 to 5 Years
4.3
5 to 10 Years
3.2
Over 10 Years
3.7

Amtrak Product Quality Score by Industry

Amtrak's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Transportation industry customers.

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Tech
2.9
Accounting
3.2
Government and Public Policy
3.9
Healthcare, Hospitals and Medicine
4.7
Transportation
2.6

Amtrak Product Quality vs. Competitors

Compared to its competitors, Amtrak's Product Quality score is rated right above Greyhound Lines, and is preceded by BNSF Railway.

COMPANYProduct Quality Score
BNSF Railway3.9/5
Amtrak3.7/5
Greyhound Lines1.6/5

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Amtrak's Logo
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BNSF Railway's Logo
Greyhound Lines' Logo

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Amtrak Pricing

Amtrak ROI & Value For Money

3.5/5

Amtrak has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.

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Amtrak 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 Healthcare, Hospitals and Medicine industry. The users from the Accounting industry think that they had the lowest ROI from Amtrak.

Quick Insights into Amtrak ROI

Amtrak's ROI score was rated highest by customers from the Healthcare, Hospitals and Medicine industry, and rated lowest by Other customers.

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Ranked Amtrak ROI the Highest

Healthcare, Hospitals and Medicine
4.5
26-30
4
2 to 5 Years
3.8

Ranked Amtrak ROI the Lowest

5 to 10 Years
2.4
Accounting
1.8
Other
1.5

Amtrak ROI Score by Gender

Male customers rated Amtrak's ROI score 0.2 stars higher than Female customers.

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Male

3.4/5

Female

3.2/5

Amtrak ROI Score by Ethnicity

Amtrak's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.

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0
1
2
3
4
5
Caucasian
3.4
Caucasian3.4
Hispanic or Latino
3
Hispanic or Latino3
African American/Black
3.8
African American/Black3.8
Other
1.5
Other1.5

Amtrak ROI Score by Age

Amtrak's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.

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0
1
2
3
4
5
18-25
3.1
18-253.1
26-30
4
26-304
31-35
3.9
31-353.9
36-40
2.5
36-402.5
51-55
3.5
51-553.5
56-60
2.5
56-602.5
61-65
2.8
61-652.8
66+
3.3
66+3.3

Amtrak ROI Score by Usage

Amtrak's ROI score was rated the highest by customers who have used Amtrak's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year
3
1 to 2 Years
3.7
2 to 5 Years
3.8
5 to 10 Years
2.4
Over 10 Years
3.7

Amtrak ROI Score by Industry

Amtrak's ROI score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.

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Tech
3.2
Accounting
1.8
Government and Public Policy
4
Healthcare, Hospitals and Medicine
4.5
Transportation
3.5

Amtrak Pricing vs. Competitors

Compared to its competitors, Amtrak's ROI score is rated right above Greyhound Lines, and is preceded by BNSF Railway.

COMPANYPricing Score
BNSF Railway3.8/5
Amtrak3.5/5
Greyhound Lines1.8/5

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BNSF Railway's Logo
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Amtrak Customer Service

3.7/5

Amtrak has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.

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About Amtrak's Customer Service

Address

Washington, DC 20001


Website

http://www.amtrak.com


Phone Number

202-906-3000

Amtrak's Social Links

Quick Insights into Amtrak Customer Service

Amtrak's Customer Service score was rated highest by customers from the Healthcare, Hospitals and Medicine industry, and rated lowest by Other customers.

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Ranked Amtrak Customer Service the Highest

Healthcare, Hospitals and Medicine
4.9
61-65
4.1
Over 10 Years
4.1

Ranked Amtrak Customer Service the Lowest

56-60
2.4
Accounting
2.4
Other
1.5

Amtrak Customer Service Score by Gender

Male customers rated Amtrak's Customer Service score 0.3 stars higher than Female customers.

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Male

3.7/5

Female

3.4/5

Amtrak Customer Service Score by Ethnicity

Amtrak's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.

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0
1
2
3
4
5
Caucasian
4
Caucasian4
Hispanic or Latino
3
Hispanic or Latino3
African American/Black
3.9
African American/Black3.9
Other
1.5
Other1.5

Amtrak Customer Service Score by Age

Amtrak's Customer Service score was rated the highest by customers ages 61-65, and the lowest by customers ages 56-60.

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0
1
2
3
4
5
18-25
3.7
18-253.7
26-30
4
26-304
31-35
3.9
31-353.9
36-40
2.6
36-402.6
51-55
3.8
51-553.8
56-60
2.4
56-602.4
61-65
4.1
61-654.1
66+
3.8
66+3.8

Amtrak Customer Service Score by Usage

Amtrak's Customer Service score was rated the highest by customers who have used Amtrak's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year
3.3
1 to 2 Years
3.9
2 to 5 Years
3.8
5 to 10 Years
2.7
Over 10 Years
4.1

Amtrak Customer Service Score by Industry

Amtrak's Customer Service score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.

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Tech
3.6
Accounting
2.4
Government and Public Policy
4.1
Healthcare, Hospitals and Medicine
4.9
Transportation
3.4

Amtrak Customer Service vs. Competitors

Compared to its competitors, Amtrak's Customer Service score is rated right above Greyhound Lines, and is preceded by BNSF Railway.

COMPANYCustomer Service Score
BNSF Railway4/5
Amtrak3.7/5
Greyhound Lines1.6/5

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Amtrak as an Employer

3.3/5

Amtrak has a 3.3/5 stars for its overall company culture rated by their employees

  Amtrak CEO
top
40%
CEO of Amtrak

In the Top 40% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Amtrak scored a 14 for Net Promoter Score and a 23 for Employee Net Promoter Score. NPS gauges how likely a customer of Amtrak would recommend the brand to a friend. ENPS measures how likely Amtrak employees would recommend working at Amtrak to a friend.

Net Promoter Score

14
NPS Score
48%Promoters
18%Passive
34%Detractors

Employee Net Promoter Score

23
eNPS Score
52%Promoters
19%Passive
29%Detractors

Global Ranking Snapshot

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6
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