72
NPS
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Capita
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About Capita's Brand
Provider of business process-management and integrated professional-support services. Among its major competitors, Capita is ranked in 1st place for NPS while Burton is 2nd, and TP is 3rd. Overall, Capita has a neutral social sentiment, when analyzing social media channels and online mentions.
Brand at a Glance
65%
Customer Loyalty
3.1/5
Product Quality
3.4/5
Pricing
3.7/5
Customer Service
Capita Ranking
- #1 / 4 of its competitors
Capita NPS
Capita's Net Promoter Score (NPS) is a 72 with 86% Promoters, 0% Passives, and 14% Detractors. Net Promoter Score tracks whether Capita's customers would recommend using the product based on a scale of -100 to 100.
Capita Overall NPS
| 86% | Promoters |
|---|---|
| 0% | Passives |
| 14% | Detractors |
Capita NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2021 100 | Feb 2021 | 100 |
Aug 2022 100 | Aug 2022 | 100 |
Feb 2023 100 | Feb 2023 | 100 |
Jun 2023 50 | Jun 2023 | 50 |
Sep 2023 60 | Sep 2023 | 60 |
Oct 2023 67 | Oct 2023 | 67 |
Jan 2026 71 | Jan 2026 | 71 |
How Other Brands Compare
Capita is ranked first for NPS among its competitors. Burton and TP come in second and third, with G4S coming in at #4.
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.
Capita Customer Loyalty
65%
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.
65% of Capita users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Capita Customer Loyalty vs. Competitors
Compared to its competitors, Capita's Customer Loyalty score is rated right above RELX N.V., and is preceded by TP.
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Capita Product Quality
3.1/5
Capita has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Capita Product Information
Capita’s product quality score is a 3.1 out of 5 as rated by its users and customers.
- Website
- www.capita.com
- Company Size
- 10,000+ Employees
Capita Product Quality vs. Competitors
Compared to its competitors, Capita's Product Quality score is rated right above RELX N.V., and is preceded by Convergys.
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Capita Pricing
Capita ROI & Value For Money
3.4/5
Capita has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Capita Pricing vs. Competitors
Compared to its competitors, Capita's ROI score is rated right above Convergys, and is preceded by G4S.
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Capita Customer Satisfaction (CSAT)
Capita Customer Satisfaction (CSAT) Score
50 / 100
Capita has an overall Customer Satisfaction score of 50 rated by its users and customers.
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Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
16%
Very Dissatisfied
17%
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.
Capita Customer Satisfaction vs. Competitors
Compared to its competitors, Capita's Customer Satisfaction score is rated right above RELX N.V., and is preceded by G4S.
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Capita Customer Service
3.7/5
Capita has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Capita's Customer Service
Address
71 Victoria Street, London, SW1H 0XA Bahamas
Website
www.capita.com
Phone Number
7
Capita Customer Service vs. Competitors
Compared to its competitors, Capita's Customer Service score is rated right above G4S, and is preceded by Alorica.
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Capita as an Employer
Consumer vs. Employees
Capita scored a 72 for Net Promoter Score and a -18 for Employee Net Promoter Score. NPS gauges how likely a customer of Capita would recommend the brand to a friend. ENPS measures how likely Capita employees would recommend working at Capita to a friend.
Net Promoter Score
72
NPS Score
| 86% | Promoters |
|---|---|
| 0% | Passive |
| 14% | Detractors |
Employee Net Promoter Score
-18
eNPS Score
| 23% | Promoters |
|---|---|
| 36% | Passive |
| 41% | Detractors |
