-9
NPS
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Baker & Taylor
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About Baker & Taylor's Brand
Baker & Taylor is a leading distributor of books, video and music products to libraries, institutions and retailers.
Brand at a Glance
92%
Customer Loyalty
3.3/5
Product Quality
3.6/5
Pricing
3.1/5
Customer Service
Baker & Taylor NPS
Baker & Taylor's Net Promoter Score (NPS) is a -9 with 27% Promoters, 37% Passives, and 36% Detractors. Net Promoter Score tracks whether Baker & Taylor's customers would recommend using the product based on a scale of -100 to 100.
Baker & Taylor Overall NPS
| 27% | Promoters |
|---|---|
| 37% | Passives |
| 36% | Detractors |
Baker & Taylor NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2020 0 | Oct 2020 | 0 |
Nov 2020 50 | Nov 2020 | 50 |
Jul 2023 0 | Jul 2023 | 0 |
Sep 2023 25 | Sep 2023 | 25 |
Oct 2023 0 | Oct 2023 | 0 |
Apr 2024 -17 | Apr 2024 | -17 |
May 2024 -12 | May 2024 | -12 |
Mar 2025 -22 | Mar 2025 | -22 |
Apr 2025 -10 | Apr 2025 | -10 |
Jan 2026 -9 | Jan 2026 | -9 |
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.
Baker & Taylor NPS by Gender
Baker & Taylor's NPS was rated -75 by Female customers on Comparably.
Female
-75
Baker & Taylor's NPS was rated -75 by Female customers on Comparably.
0%
Promoters
25%
Passives
75%
Detractors
Male
N/A
Baker & Taylor's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Baker & Taylor NPS by Ethnicity
Baker & Taylor's NPS was rated -100 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -100 | Caucasian | -100 |
Baker & Taylor Customer Loyalty
92%
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.
92% of Baker & Taylor 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?"
Baker & Taylor Customer Loyalty Score by Gender
Baker & Taylor's Customer Loyalty score was rated 100 by Female customers on Comparably.
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Female
100%
Yes
Male
N/A
Yes
Baker & Taylor Customer Loyalty Score by Ethnicity
Baker & Taylor's Customer Loyalty score was rated 100% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Baker & Taylor.
100
out of 100
Caucasian
Baker & Taylor Customer Loyalty Score by Industry
Baker & Taylor's Customer Loyalty score was rated 100% by Education 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.
Baker & Taylor Product Quality
3.3/5
Baker & Taylor has an overall Product Quality score of 3.3 out of 5 stars rated by its users and customers.
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Baker & Taylor Product Information
Baker & Taylor’s product quality score is a 3.3 out of 5 as rated by its users and customers. Reviewers from the Education industry rated Baker & Taylor's product the highest.
- Website
- http://www.baker-taylor.com/
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Content
Media
Sports & Entertainment
Quick Insights into Baker & Taylor Product Quality
Baker & Taylor's Product Quality score was rated highest by Female customers.
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Ranked Baker & Taylor Product Quality the Highest
Baker & Taylor Product Quality Score by Gender
Baker & Taylor's Product Quality score was rated 2.4 by Female customers on Comparably.
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Female
2.4/5
Male
N/A
Baker & Taylor Product Quality Score by Ethnicity
Baker & Taylor's Product Quality score was rated 1.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Baker & Taylor.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.8 | Caucasian | 1.8 |
Baker & Taylor Product Quality Score by Industry
Baker & Taylor's Product Quality score was rated 2.3 stars by Education industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Baker & Taylor Pricing
Baker & Taylor ROI & Value For Money
3.6/5
Baker & Taylor has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Baker & Taylor 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 Education industry.
Quick Insights into Baker & Taylor ROI
Baker & Taylor's ROI score was rated highest by Female customers.
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Ranked Baker & Taylor ROI the Highest
Baker & Taylor ROI Score by Gender
Baker & Taylor's ROI score was rated 2.6 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Baker & Taylor.
Female
2.6/5
Male
N/A
Baker & Taylor ROI Score by Ethnicity
Baker & Taylor's ROI score was rated 2.3 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Baker & Taylor.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Baker & Taylor ROI Score by Industry
Baker & Taylor's ROI score was rated 2.3 stars by Education industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Baker & Taylor Customer Satisfaction (CSAT)
Baker & Taylor Customer Satisfaction (CSAT) Score
57 / 100
Baker & Taylor has an overall Customer Satisfaction score of 57 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
14%
Satisfied
43%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
29%
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 Baker & Taylor Customer Satisfaction
Baker & Taylor's Customer Satisfaction score was rated highest by customers from the Education industry.
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Ranked Baker & Taylor Customer Satisfaction the Highest
Baker & Taylor Customer Satisfaction Score by Gender
Baker & Taylor's Customer Satisfaction score was rated 25 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Baker & Taylor.
25 / 100
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 50% |
Baker & Taylor Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Baker & Taylor's Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Baker & Taylor.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
67%
Baker & Taylor Customer Satisfaction Score by Industry
Baker & Taylor's Customer Satisfaction score was rated 33 points by Education industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"label": "Education",
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}Baker & Taylor Customer Service
3.1/5
Baker & Taylor has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About Baker & Taylor's Customer Service
Address
2550 W. Tyvola Road, Suite 300, Charlotte, NC
Website
http://www.baker-taylor.com/
Phone Number
(800) 775-1800
Quick Insights into Baker & Taylor Customer Service
Baker & Taylor's Customer Service score was rated highest by Female customers.
Sign Up to unlock insights into how customers have ranked Baker & Taylor's Customer Service score.
Ranked Baker & Taylor Customer Service the Highest
Baker & Taylor Customer Service Score by Gender
Baker & Taylor's Customer Service score was rated 2.1 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Baker & Taylor.
Female
2.1/5
Male
N/A
Baker & Taylor Customer Service Score by Ethnicity
Baker & Taylor's Customer Service score was rated 1.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Baker & Taylor.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Baker & Taylor Customer Service Score by Industry
Baker & Taylor's Customer Service score was rated 1.8 stars by Education industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
Baker & Taylor as an Employer
2.4/5
Baker & Taylor has a 2.4/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Baker & Taylor scored a -9 for Net Promoter Score and a -55 for Employee Net Promoter Score. NPS gauges how likely a customer of Baker & Taylor would recommend the brand to a friend. ENPS measures how likely Baker & Taylor employees would recommend working at Baker & Taylor to a friend.
Net Promoter Score
-9
NPS Score
| 27% | Promoters |
|---|---|
| 37% | Passive |
| 36% | Detractors |
Employee Net Promoter Score
-55
eNPS Score
| 18% | Promoters |
|---|---|
| 9% | Passive |
| 73% | Detractors |
