Avalara NPS & Customer Reviews

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Avalara

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Avalara

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About Avalara's Brand

Avalara, Inc. (NYSE: AVLR), a leading provider of cloud-based tax compliance automation solutions, helps businesses manage sales and use, excise, GST, VAT, communications, lodging, and other tax types, across the U.S and abroad. Among its major competitors, Avalara is ranked in 5th place for NPS while TaxJar is 1st, and Vertex Inc. is 2nd.Their current market cap is $14.86B

Brand at a Glance

55%

Customer Loyalty

3.3/5

Product Quality

3.1/5

Pricing

2.8/5

Customer Service

Avalara CMO

Jeremy Korst

Mr. Jeremy Korst has been the Chief Marketing Officer and Executive Vice President of Avalara Inc. since January 3, 2017. Mr. Korst was the general manager for Windows marketing at Microsoft, responsible for the successful worldwide launch of Windows 10. Additionally, he has held leadership positions in Microsoft's Unified Communications and Enterprise Services organizations. Mr. Korst has also held a number of executive marketing and general management roles at T-Mobile, including vice president and general manager of its Broadband and Emerging Devices division. He serves on boards of both institutions, as well as those of several technology startups. Mr. Korst holds a B.A. in Economics, Politics and Government from the University of Puget Sound and an M.B.A. in finance and strategy from the Wharton School, University of Pennsylvania, where he was a Palmer scholar.

Avalara Ranking

^#4 / 4 of its competitors

Avalara NPS

Avalara's Net Promoter Score (NPS) is a -3 with 43% Promoters, 11% Passives, and 46% Detractors. Net Promoter Score tracks whether Avalara's customers would recommend using the product based on a scale of -100 to 100.

Avalara Overall NPS

-3

NPS

43%	Promoters
11%	Passives
46%	Detractors

Avalara NPS Trend

-100

-50

100

Summary	Date	Score
Apr 2024 1	Apr 2024	1
May 2024 -1	May 2024	-1
Jun 2024 -2	Jun 2024	-2
Jul 2024 -2	Jul 2024	-2
Aug 2024 0	Aug 2024	0
Sep 2024 -2	Sep 2024	-2
Oct 2024 -2	Oct 2024	-2
Dec 2024 -4	Dec 2024	-4
Feb 2025 -2	Feb 2025	-2
Mar 2025 -4	Mar 2025	-4
Jun 2025 -4	Jun 2025	-4
Jul 2025 -2	Jul 2025	-2

How Other Brands Compare

Avalara is ranked #4 for NPS among its competitors. TaxJar and Vertex Inc. come in first and second, with Thomson Reuters coming in at third. Among those competitors, it is the third most valued company behind Vertex Inc..

	Avalara	Thomson Reuters	Vertex Inc.	TaxJar
Global Ranking	#-	#227	#-	#-
NPS	-3	7	29	69
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	-	Neutral
Valuation Updated every 24 hours for public companies	$14.86B	$40.72B	$55.38B	$200.00M

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.

Avalara NPS by Gender

Male customers rated Avalara's NPS 29 points higher than Female customers.

Male

-29

Avalara's NPS was rated -29 by Male customers on Comparably.

33%

Promoters

Passives

62%

Detractors

Female

-58

Avalara's NPS was rated -58 by Female customers on Comparably.

17%

Promoters

Passives

75%

Detractors

Avalara NPS by Ethnicity

Avalara's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -58	Caucasian	-58
Asian or Pacific Islander -14	Asian or Pacific Islander	-14
Other -100	Other	-100

Avalara NPS by Age

Avalara's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 31-35.

100

Summary

Age

Promoters

Passives

Detractors

26-30

20%

80%

31-35

20%

80%

41-45

33%

67%

46-50

29%

71%

51-55

50%

56-60

33%

67%

Avalara NPS by Usage

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

-100

-50

100

Summary	Usage	Score
Less than 1 Year -15	Less than 1 Year	-15
1 to 2 Years -13	1 to 2 Years	-13
2 to 5 Years -10	2 to 5 Years	-10
5 to 10 Years -15	5 to 10 Years	-15

Avalara NPS vs. Competitors

Compared to its competitors, Avalara's NPS is rated right below Thomson Reuters.

COMPANY		NPS Score
	TaxJar	69
	Vertex Inc.	29
	Sovos	10
	Thomson Reuters	7
	Avalara	-3

Avalara Customer Reviews

Out of the 9 Avalara customer reviews 3 were positive and 6 were constructive. Avalara 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

Avalara Customer Loyalty

55%

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.

55% of Avalara 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?"

55%

45%

Avalara Customer Loyalty Score by Gender

Male customers rated Avalara's Customer Loyalty score 1% higher than Female customers.

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Male

49%

Yes

Female

48%

Yes

Avalara Customer Loyalty Score by Ethnicity

Avalara's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

% who answered "Yes"

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out of 100

Caucasian

out of 100

Asian or Pacific Islander

out of 100

Other

Avalara Customer Loyalty Score by Age

Avalara's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.

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20%

40%

60%

80%

100%

Summary	Age	Score
26-30 28%	26-30	28%
31-35 82%	31-35	82%
41-45 10%	41-45	10%
46-50 49%	46-50	49%
51-55 55%	51-55	55%
56-60 55%	56-60	55%

Avalara Customer Loyalty Score by Usage

Avalara's Customer Loyalty score was rated the highest by customers who have used Avalara's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.

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Less than 1 Year	35%
1 to 2 Years	30%
2 to 5 Years	67%
5 to 10 Years	82%

Avalara Customer Loyalty Score by Industry

Avalara's Customer Loyalty score was rated 52% by Tech industry customers.

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Tech	52%

Avalara Customer Loyalty vs. Competitors

Compared to its competitors, Avalara's Customer Loyalty score is rated right below TaxJar.

COMPANY		Customer Loyalty Score
	Vertex Inc.	80%
	Thomson Reuters	80%
	Sovos	75%
	TaxJar	73%
	Avalara	55%

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Avalara Product Quality

3.3/5

Avalara has an overall Product Quality score of 3.3 out of 5 stars rated by its users and customers.

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Avalara Product Information

Avalara serves markets in the United States, Asia, China, Europe, Japan, Middle-East and Africa, Australia, Canada, India, United Kingdom, Latin America, Germany, Brazil, and Mexico. Avalara supports Web devices and offers products for small, medium, and large sized businesses.

Avalara’s product quality score is a 3.3 out of 5 as rated by its users and customers. Reviewers from the Energy and Manufacturing industry rated Avalara's product the highest. Reviewers from the Tech industry rated Avalara the lowest at 3.3.

Website: http://www.avalara.com

Company Size: 1,001-5,000 Employees

Industry

Tech

FinTech

SaaS

Languages Supported

English

Product Type

Sales Tax Software

Quick Insights into Avalara Product Quality

Avalara's Product Quality score was rated highest by customers from the Energy and Manufacturing industry, and rated lowest by customers who have used Avalara's products/services for Less than 1 Year.

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Ranked Avalara Product Quality the Highest

Energy and Manufacturing	4.6
5 to 10 Years	3.8
Asian or Pacific Islander	3.5

Ranked Avalara Product Quality the Lowest

46-50	2.4
Caucasian	2.3
Less than 1 Year	2.3

Avalara Product Quality Score by Gender

Avalara's Product Quality score was rated 2.8 by both Female and Male customers on Comparably.

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Male

2.8/5

Female

2.8/5

Avalara Product Quality Score by Ethnicity

Avalara's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 2.3	Caucasian	2.3
Asian or Pacific Islander 3.5	Asian or Pacific Islander	3.5
Other 2.8	Other	2.8

Avalara Product Quality Score by Age

Avalara's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.

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Summary	Age	Score
26-30 2.5	26-30	2.5
31-35 3.1	31-35	3.1
41-45 3.3	41-45	3.3
46-50 2.4	46-50	2.4
51-55 3	51-55	3
56-60 2.5	56-60	2.5

Avalara Product Quality Score by Usage

Avalara's Product Quality score was rated the highest by customers who have used Avalara's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	2.3
1 to 2 Years	2.9
2 to 5 Years	3.4
5 to 10 Years	3.8

Avalara Product Quality Score by Industry

Avalara's Product Quality score was rated the highest by Energy and Manufacturing industry customers, and the lowest by Accounting industry customers.

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Tech	3.3
Accounting	3.1
Fashion and Beauty	4.4
Construction	3.4
Healthcare, Hospitals and Medicine	3.9
Manufacturing and Machinery	3.4
Energy and Manufacturing	4.6
Retail	3.9
Wholesale	4.1

Avalara Product Quality vs. Competitors

Compared to its competitors, Avalara's Product Quality score is rated right below Thomson Reuters.

COMPANY		Product Quality Score
	TaxJar	4.3/5
	Sovos	4.2/5
	Vertex Inc.	3.7/5
	Thomson Reuters	3.7/5
	Avalara	3.3/5

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Avalara Pricing

Avalara ROI & Value For Money

3.1/5

Avalara has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.

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Avalara Pricing Plans

Avalara has a pricing structure that accommodates small, medium, and large businesses. Starting from $50/year, Avalara uses a subscription model. For the users that are not ready to commit yet, Avalara also offers a free trial.

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 Energy and Manufacturing industry. The users from the Consumer Goods industry think that they had the lowest ROI from Avalara.

Who Uses Avalara?

Small Businesses

Medium Businesses

Large Enterprises

Quick Insights into Avalara ROI

Avalara's ROI score was rated highest by customers from the Energy and Manufacturing industry, and rated lowest by Other customers.

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Ranked Avalara ROI the Highest

Energy and Manufacturing	4.3
Asian or Pacific Islander	3.9
41-45	3.6

Ranked Avalara ROI the Lowest

Less than 1 Year	2.1
46-50	2
Other	1.8

Avalara ROI Score by Gender

Male customers rated Avalara's ROI score 0.3 stars higher than Female customers.

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Male

2.6/5

Female

2.3/5

Avalara ROI Score by Ethnicity

Avalara's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.

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Summary	Ethnicity	Score
Caucasian 1.9	Caucasian	1.9
Asian or Pacific Islander 3.9	Asian or Pacific Islander	3.9
Other 1.8	Other	1.8

Avalara ROI Score by Age

Avalara's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.

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Summary	Age	Score
26-30 2.6	26-30	2.6
31-35 2.6	31-35	2.6
41-45 3.6	41-45	3.6
46-50 2	46-50	2
51-55 2.4	51-55	2.4
56-60 2.4	56-60	2.4

Avalara ROI Score by Usage

Avalara's ROI score was rated the highest by customers who have used Avalara's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	2.1
1 to 2 Years	2.5
2 to 5 Years	2.7
5 to 10 Years	2.9

Avalara ROI Score by Industry

Avalara's ROI score was rated the highest by Energy and Manufacturing industry customers, and the lowest by Consumer Goods industry customers.

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Tech	2.8
Accounting	2.7
Fashion and Beauty	3.8
Consumer Goods	2.6
Manufacturing and Machinery	3.2
Energy and Manufacturing	4.3
Retail	3.6
Wholesale	2.8
Healthcare	4.3

Avalara Pricing vs. Competitors

Compared to its competitors, Avalara's ROI score is rated right below Thomson Reuters.

COMPANY		Pricing Score
	TaxJar	4.2/5
	Sovos	3.8/5
	Vertex Inc.	3.6/5
	Thomson Reuters	3.6/5
	Avalara	3.1/5

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Avalara Customer Satisfaction (CSAT)

Avalara Customer Satisfaction (CSAT) Score

50 / 100

Avalara has an overall Customer Satisfaction score of 50 rated by its users and customers.

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Very Satisfied	25%
Satisfied	25%
Neither Satisfied nor Dissatisfied	11%
Dissatisfied	12%
Very Dissatisfied	27%

Very Satisfied

25%

Satisfied

25%

Neither Satisfied nor Dissatisfied

11%

Dissatisfied

12%

Very Dissatisfied

27%

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 Avalara Customer Satisfaction

Avalara's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by Caucasian customers.

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Ranked Avalara Customer Satisfaction the Highest

31-35	67%
Asian or Pacific Islander	57%
2 to 5 Years	51%

Ranked Avalara Customer Satisfaction the Lowest

41-45	34%
Female	33%
Caucasian	28%

Avalara Customer Satisfaction Score by Gender

Male customers rated Avalara's Customer Satisfaction score 17 points higher than Female customers.

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50 / 100

Male

	Very Satisfied	15%
	Satisfied	35%
	Neither Satisfied nor Dissatisfied	10%
	Dissatisfied	5%
	Very Dissatisfied	35%

33 / 100

Female

	Very Satisfied	22%
	Satisfied	11%
	Neither Satisfied nor Dissatisfied	22%
	Dissatisfied	23%
	Very Dissatisfied	22%

Avalara Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

Avalara's Customer Satisfaction (CSAT) score was rated 28% according to Caucasian users and customers.

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28 / 100

Very Satisfied	14%
Satisfied	14%
Neither Satisfied nor Dissatisfied	7%
Dissatisfied	22%
Very Dissatisfied	43%

Very Satisfied

14%

Satisfied

14%

Neither Satisfied nor Dissatisfied

Dissatisfied

22%

Very Dissatisfied

43%

CSAT according to Asian or Pacific Islander

Avalara's Customer Satisfaction (CSAT) score was rated 57% according to Asian or Pacific Islander users and customers.

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57 / 100

Very Satisfied	14%
Satisfied	43%
Neither Satisfied nor Dissatisfied	29%
Dissatisfied	0%
Very Dissatisfied	14%

Very Satisfied

14%

Satisfied

43%

Neither Satisfied nor Dissatisfied

29%

Dissatisfied

Very Dissatisfied

14%

CSAT according to Other

Avalara's Customer Satisfaction (CSAT) score was rated 34% according to Other users and customers.

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34 / 100

Very Satisfied	0%
Satisfied	34%
Neither Satisfied nor Dissatisfied	33%
Dissatisfied	0%
Very Dissatisfied	33%

Very Satisfied

Satisfied

34%

Neither Satisfied nor Dissatisfied

33%

Dissatisfied

Very Dissatisfied

33%

Avalara Customer Satisfaction Score by Age

Avalara's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.

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100

Breakdown

Age

Score

26-30

40%

31-35

67%

41-45

34%

46-50

40%

51-55

50%

56-60

50%

Avalara Customer Satisfaction Score by Usage

Avalara's Customer Satisfaction score was rated the highest by customers who have used Avalara'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	40
1 to 2 Years	50
2 to 5 Years	51
5 to 10 Years	50

Avalara Customer Satisfaction Score by Industry

Avalara's Customer Satisfaction score was rated 50 points by Tech industry customers.

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Tech	50

Avalara Customer Satisfaction vs. Competitors

Compared to its competitors, Avalara's Customer Satisfaction score is rated right above TaxJar, and is preceded by Vertex Inc..

COMPANY		Customer Satisfaction (CSAT) Score
	Sovos	77%
	Thomson Reuters	68%
	Vertex Inc.	66%
	Avalara	50%
	TaxJar	0%

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Avalara Customer Service

2.8/5

Avalara has an overall Customer Service score of 2.8 out of 5 stars rated by its users and customers.

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About Avalara's Customer Service

Address

255 S King St #1800, Seattle, WA 98104

Website

http://www.avalara.com

Phone Number

(206) 826-4900

Avalara's Social Links

Quick Insights into Avalara Customer Service

Avalara's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.

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Ranked Avalara Customer Service the Highest

Asian or Pacific Islander	3.5
5 to 10 Years	2.9
31-35	2.6

Ranked Avalara Customer Service the Lowest

26-30	1.9
Female	1.8
Caucasian	1.7

Avalara Customer Service Score by Gender

Male customers rated Avalara's Customer Service score 0.8 stars higher than Female customers.

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Male

2.6/5

Female

1.8/5

Avalara Customer Service Score by Ethnicity

Avalara's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 1.7	Caucasian	1.7
Asian or Pacific Islander 3.5	Asian or Pacific Islander	3.5
Other 2	Other	2

Avalara Customer Service Score by Age

Avalara's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.

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100

Summary	Age	Customer Service Score
26-30 1.9	26-30	1.9
31-35 2.6	31-35	2.6
41-45 2.6	41-45	2.6
46-50 2.3	46-50	2.3
51-55 2.1	51-55	2.1
56-60 2.6	56-60	2.6

Avalara Customer Service Score by Usage

Avalara's Customer Service score was rated the highest by customers who have used Avalara's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	2.2
1 to 2 Years	2.2
2 to 5 Years	2.6
5 to 10 Years	2.9

Avalara Customer Service Score by Industry

Avalara's Customer Service score was rated 2.4 stars by Tech industry customers.

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Tech	2.4

Avalara Customer Service vs. Competitors

Compared to its competitors, Avalara's Customer Service score is rated right below Thomson Reuters.

COMPANY		Customer Service Score
	TaxJar	3.9/5
	Sovos	3.9/5
	Vertex Inc.	3.7/5
	Thomson Reuters	3.5/5
	Avalara	2.8/5

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Avalara as an Employer

3.7/5

Avalara has a 3.7/5 stars for its overall company culture rated by their employees

top

20%

CEO of Avalara

Scott McFarlane

In the Top 20% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Avalara scored a -3 for Net Promoter Score and a 5 for Employee Net Promoter Score. NPS gauges how likely a customer of Avalara would recommend the brand to a friend. ENPS measures how likely Avalara employees would recommend working at Avalara to a friend.

Net Promoter Score

-3

NPS Score

43%	Promoters
11%	Passive
46%	Detractors

Employee Net Promoter Score

eNPS Score

40%	Promoters
25%	Passive
35%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail