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NPS
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athenahealth
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About athenahealth's Brand
athenahealth is a leading provider of cloud-based services for medical practices and health systems.
Brand at a Glance
74%
Customer Loyalty
3.3/5
Product Quality
3.2/5
Pricing
2.9/5
Customer Service
athenahealth CMO
Tim OBrien
Tim OBrien serves as the Chief Marketing and Commercial Operations Officer of athenahealth. Tim started at athenahealth in January of 2016. Tim currently resides in the Greater Boston Area.
athenahealth NPS
athenahealth's Net Promoter Score (NPS) is a -1 with 42% Promoters, 15% Passives, and 43% Detractors. Net Promoter Score tracks whether athenahealth's customers would recommend using the product based on a scale of -100 to 100.
athenahealth Overall NPS
| 42% | Promoters |
|---|---|
| 15% | Passives |
| 43% | Detractors |
athenahealth NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2024 1 | Jun 2024 | 1 |
Jul 2024 1 | Jul 2024 | 1 |
Aug 2024 2 | Aug 2024 | 2 |
Sep 2024 2 | Sep 2024 | 2 |
Oct 2024 2 | Oct 2024 | 2 |
Nov 2024 0 | Nov 2024 | 0 |
Jan 2025 -2 | Jan 2025 | -2 |
Apr 2025 0 | Apr 2025 | 0 |
Jun 2025 1 | Jun 2025 | 1 |
Jul 2025 -1 | Jul 2025 | -1 |
Oct 2025 -1 | Oct 2025 | -1 |
Jan 2026 0 | Jan 2026 | 0 |
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.
athenahealth NPS by Gender
Female customers rated athenahealth's NPS 20 points higher than Male customers.
Male
-65
athenahealth's NPS was rated -65 by Male customers on Comparably.
14%
Promoters
7%
Passives
79%
Detractors
Female
-45
athenahealth's NPS was rated -45 by Female customers on Comparably.
25%
Promoters
5%
Passives
70%
Detractors
athenahealth NPS by Ethnicity
athenahealth's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -47 | Caucasian | -47 |
African American/Black 0 | African American/Black | 0 |
Asian or Pacific Islander -66 | Asian or Pacific Islander | -66 |
Other -66 | Other | -66 |
athenahealth NPS by Age
athenahealth's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
athenahealth NPS by Usage
athenahealth's NPS was rated the highest by customers who have used athenahealth's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -75 | Less than 1 Year | -75 |
1 to 2 Years -4 | 1 to 2 Years | -4 |
2 to 5 Years -20 | 2 to 5 Years | -20 |
5 to 10 Years -50 | 5 to 10 Years | -50 |
athenahealth Customer Reviews
Out of the 6 athenahealth customer reviews 2 were positive and 4 were constructive. athenahealth customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
athenahealth 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 athenahealth 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?"
athenahealth Customer Loyalty Score by Gender
Female customers rated athenahealth's Customer Loyalty score 5% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of athenahealth.
Male
68%
Yes
Female
73%
Yes
athenahealth Customer Loyalty Score by Ethnicity
athenahealth's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of athenahealth.
76
out of 100
Caucasian
40
out of 100
African American/Black
55
out of 100
Asian or Pacific Islander
55
out of 100
Other
athenahealth Customer Loyalty Score by Age
athenahealth's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 41-45.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of athenahealth.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 100% | 26-30 | 100% |
31-35 64% | 31-35 | 64% |
41-45 61% | 41-45 | 61% |
51-55 78% | 51-55 | 78% |
56-60 78% | 56-60 | 78% |
66+ 70% | 66+ | 70% |
athenahealth Customer Loyalty Score by Usage
athenahealth's Customer Loyalty score was rated the highest by customers who have used athenahealth's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year 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.
athenahealth Customer Loyalty Score by Industry
athenahealth's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine 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.
athenahealth Product Quality
3.3/5
athenahealth has an overall Product Quality score of 3.3 out of 5 stars rated by its users and customers.
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athenahealth Product Information
athenahealth serves markets in the United States. athenahealth supports Web devices and offers products for small, medium, and large sized businesses.
athenahealth’s product quality score is a 3.3 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated athenahealth's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated athenahealth the lowest at 1.9.
- Website
- http://www.athenahealth.com/
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Enterprise
Healthcare
SaaS
Languages Supported
English
Quick Insights into athenahealth Product Quality
athenahealth's Product Quality score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers ages 66+.
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Ranked athenahealth Product Quality the Highest
Ranked athenahealth Product Quality the Lowest
athenahealth Product Quality Score by Gender
Female customers rated athenahealth's Product Quality score 0.3 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of athenahealth.
Male
1.9/5
Female
2.2/5
athenahealth Product Quality Score by Ethnicity
athenahealth's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of athenahealth.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
African American/Black 2.8 | African American/Black | 2.8 |
Asian or Pacific Islander 2.1 | Asian or Pacific Islander | 2.1 |
Other 2 | Other | 2 |
athenahealth Product Quality Score by Age
athenahealth's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of athenahealth.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.1 | 26-30 | 3.1 |
31-35 3.6 | 31-35 | 3.6 |
41-45 2.8 | 41-45 | 2.8 |
51-55 2.1 | 51-55 | 2.1 |
56-60 1.5 | 56-60 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
athenahealth Product Quality Score by Usage
athenahealth's Product Quality score was rated the highest by customers who have used athenahealth's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
athenahealth Product Quality Score by Industry
athenahealth's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
athenahealth Pricing
athenahealth ROI & Value For Money
3.2/5
athenahealth has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.
Sign Up to unlock athenahealth's overall ROI score rated by its users and customers.
athenahealth Pricing Plans
athenahealth has a pricing structure that accommodates small, medium, and large businesses.
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 Tech industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from athenahealth.
Who Uses athenahealth?
Small Businesses
Medium Businesses
Large Enterprises
Quick Insights into athenahealth ROI
athenahealth's ROI score was rated highest by African American/Black customers, and rated lowest by Other customers.
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Ranked athenahealth ROI the Highest
Ranked athenahealth ROI the Lowest
athenahealth ROI Score by Gender
athenahealth's ROI score was rated 2.1 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of athenahealth.
Male
2.1/5
Female
2.1/5
athenahealth ROI Score by Ethnicity
athenahealth's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of athenahealth.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
African American/Black 4.8 | African American/Black | 4.8 |
Asian or Pacific Islander 2.3 | Asian or Pacific Islander | 2.3 |
Other 1.5 | Other | 1.5 |
athenahealth ROI Score by Age
athenahealth's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of athenahealth.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.5 | 26-30 | 3.5 |
31-35 3.6 | 31-35 | 3.6 |
41-45 2.8 | 41-45 | 2.8 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
66+ 2 | 66+ | 2 |
athenahealth ROI Score by Usage
athenahealth's ROI score was rated the highest by customers who have used athenahealth's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
athenahealth ROI Score by Industry
athenahealth's ROI score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
athenahealth Customer Satisfaction (CSAT)
athenahealth Customer Satisfaction (CSAT) Score
50 / 100
athenahealth 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
23%
Satisfied
27%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
14%
Very Dissatisfied
28%
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 athenahealth Customer Satisfaction
athenahealth's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by customers ages 56-60.
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Ranked athenahealth Customer Satisfaction the Highest
Ranked athenahealth Customer Satisfaction the Lowest
athenahealth Customer Satisfaction Score by Gender
Male customers rated athenahealth's Customer Satisfaction score 7 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of athenahealth.
34 / 100
MaleVery Satisfied | 17% | |
|---|---|---|
Satisfied | 17% | |
Neither Satisfied nor Dissatisfied | 8% | |
Dissatisfied | 25% | |
Very Dissatisfied | 33% |
27 / 100
FemaleVery Satisfied | 11% | |
|---|---|---|
Satisfied | 16% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 15% | |
Very Dissatisfied | 53% |
athenahealth Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
athenahealth's Customer Satisfaction (CSAT) score was rated 26% according to Caucasian users and customers.
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26 / 100
Very Satisfied
21%
Satisfied
5%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
21%
Very Dissatisfied
48%
CSAT according to African American/Black
athenahealth's Customer Satisfaction (CSAT) score was rated 67% according to African American/Black users and customers.
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67 / 100
Very Satisfied
0%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to Asian or Pacific Islander
athenahealth's Customer Satisfaction (CSAT) score was rated 40% according to Asian or Pacific Islander users and customers.
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40 / 100
Very Satisfied
0%
Satisfied
40%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
20%
Very Dissatisfied
20%
CSAT according to Other
athenahealth's Customer Satisfaction (CSAT) score was rated 17% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of athenahealth.
17 / 100
Very Satisfied
17%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
16%
Very Dissatisfied
67%
athenahealth Customer Satisfaction Score by Age
athenahealth's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of athenahealth.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 80% | |||||||||||||||
| 41-45 | 40% | |||||||||||||||
| 51-55 | 0% | |||||||||||||||
| 56-60 | 0% | |||||||||||||||
| 66+ | 20% |
athenahealth Customer Satisfaction Score by Usage
athenahealth's Customer Satisfaction score was rated the highest by customers who have used athenahealth's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
athenahealth Customer Satisfaction Score by Industry
athenahealth's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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}athenahealth Customer Service
2.9/5
athenahealth has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
Sign Up to unlock athenahealth's overall Customer Service score rated by its users and customers.
About athenahealth's Customer Service
Address
311 Arsenal St, Watertown, MA 02472
Website
http://www.athenahealth.com/
Phone Number
(800) 981-5084
athenahealth's Social Links
Quick Insights into athenahealth Customer Service
athenahealth's Customer Service score was rated highest by customers from the Tech industry, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked athenahealth's Customer Service score.
Ranked athenahealth Customer Service the Highest
Ranked athenahealth Customer Service the Lowest
athenahealth Customer Service Score by Gender
Male customers rated athenahealth's Customer Service score 0.1 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of athenahealth.
Male
1.9/5
Female
1.8/5
athenahealth Customer Service Score by Ethnicity
athenahealth's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of athenahealth.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
African American/Black 3.3 | African American/Black | 3.3 |
Asian or Pacific Islander 2.1 | Asian or Pacific Islander | 2.1 |
Other 1.5 | Other | 1.5 |
athenahealth Customer Service Score by Age
athenahealth's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of athenahealth.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3.1 | 26-30 | 3.1 |
31-35 3.6 | 31-35 | 3.6 |
41-45 2.7 | 41-45 | 2.7 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
athenahealth Customer Service Score by Usage
athenahealth's Customer Service score was rated the highest by customers who have used athenahealth's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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athenahealth Customer Service Score by Industry
athenahealth's Customer Service score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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athenahealth as an Employer
4.0/5
athenahealth has a 4.0/5 stars for its overall company culture rated by their employees
top
35%
Consumer vs. Employees
athenahealth scored a -1 for Net Promoter Score and a 2 for Employee Net Promoter Score. NPS gauges how likely a customer of athenahealth would recommend the brand to a friend. ENPS measures how likely athenahealth employees would recommend working at athenahealth to a friend.
Net Promoter Score
-1
NPS Score
| 42% | Promoters |
|---|---|
| 15% | Passive |
| 43% | Detractors |
Employee Net Promoter Score
2
eNPS Score
| 39% | Promoters |
|---|---|
| 24% | Passive |
| 37% | Detractors |
