19
NPS
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Capital Group
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About Capital Group's Brand
Through nine decades, Capital Group’s goal has been to improve people’s lives through successful investing. We know that our history is a testament to the strength of the people we hire. Private ownership allows us to keep our eyes on the long term while more than 7,800 associates in 30+ offices around the world help our clients and each other grow and thrive every day. Among its major competitors, Capital Group is ranked in 8th place for NPS while Amazon is 1st, and Pacific Life is 2nd.
Brand at a Glance
72%
Customer Loyalty
3.8/5
Product Quality
3.9/5
Pricing
4/5
Customer Service
Capital Group Ranking
- #4 / 4 of its competitors
Capital Group NPS
Capital Group's Net Promoter Score (NPS) is a 19 with 56% Promoters, 7% Passives, and 37% Detractors. Net Promoter Score tracks whether Capital Group's customers would recommend using the product based on a scale of -100 to 100.
Capital Group Overall NPS
| 56% | Promoters |
|---|---|
| 7% | Passives |
| 37% | Detractors |
Capital Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2024 15 | Apr 2024 | 15 |
May 2024 15 | May 2024 | 15 |
Jun 2024 17 | Jun 2024 | 17 |
Aug 2024 16 | Aug 2024 | 16 |
Sep 2024 18 | Sep 2024 | 18 |
Nov 2024 16 | Nov 2024 | 16 |
Dec 2024 18 | Dec 2024 | 18 |
Jan 2025 20 | Jan 2025 | 20 |
Feb 2025 18 | Feb 2025 | 18 |
May 2025 17 | May 2025 | 17 |
Aug 2025 18 | Aug 2025 | 18 |
Nov 2025 18 | Nov 2025 | 18 |
How Other Brands Compare
Capital Group is ranked #4 for NPS among its competitors. Amazon and Netflix come in first and second, with Google coming in at third.
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.
Capital Group NPS by Gender
Female customers rated Capital Group's NPS 48 points higher than Male customers.
Male
-6
Capital Group's NPS was rated -6 by Male customers on Comparably.
44%
Promoters
6%
Passives
50%
Detractors
Female
42
Capital Group's NPS was rated 42 by Female customers on Comparably.
71%
Promoters
0%
Passives
29%
Detractors
Capital Group NPS by Ethnicity
Capital Group's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -34 | Caucasian | -34 |
Asian or Pacific Islander 17 | Asian or Pacific Islander | 17 |
Other 66 | Other | 66 |
Capital Group NPS by Age
Capital Group's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 41-45.
Capital Group NPS by Usage
Capital Group's NPS was rated the highest by customers who have used Capital Group's products/services for Over 10 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 -19 | Less than 1 Year | -19 |
Over 10 Years 20 | Over 10 Years | 20 |
Capital Group NPS vs. Competitors
Compared to its competitors, Capital Group's NPS is rated right above PIMCO, and is preceded by Ernst & Young (EY).
| COMPANY | NPS Score | |
|---|---|---|
 | Amazon | 49 |
 | Pacific Life | 48 |
 | Netflix | 43 |
 | 42 | |
 | Fidelity Bank | 37 |
 | Deloitte (US) | 27 |
 | Ernst & Young (EY) | 21 |
| Capital Group | 19 |
 | PIMCO | 14 |
 | BlackRock | 10 |
 | Meta | 9 |
Capital Group Customer Reviews
Out of the 7 Capital Group customer reviews 4 were positive and 3 were constructive. Capital Group customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Capital Group Customer Loyalty
72%
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.
72% of Capital Group users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Capital Group Customer Loyalty Score by Gender
Female customers rated Capital Group's Customer Loyalty score 34% higher than Male customers.
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Male
66%
Yes
Female
100%
Yes
Capital Group Customer Loyalty Score by Ethnicity
Capital Group'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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70
out of 100
Caucasian
100
out of 100
Asian or Pacific Islander
70
out of 100
Other
Capital Group Customer Loyalty Score by Age
Capital Group's Customer Loyalty score was rated the highest by customers ages 46-50, and the lowest by customers ages 26-30.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 64% | 26-30 | 64% |
41-45 70% | 41-45 | 70% |
46-50 82% | 46-50 | 82% |
51-55 78% | 51-55 | 78% |
Capital Group Customer Loyalty Score by Usage
Capital Group's Customer Loyalty score was rated the highest by customers who have used Capital Group's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Capital Group Customer Loyalty Score by Industry
Capital Group's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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Capital Group Customer Loyalty vs. Competitors
Compared to its competitors, Capital Group's Customer Loyalty score is rated right below Deloitte (US).
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Amazon | 89% |
| Netflix | 87% |
| 87% | |
| Fidelity Bank | 83% |
| Ernst & Young (EY) | 76% |
| PIMCO | 76% |
| BlackRock | 75% |
| Meta | 75% |
| Pacific Life | 72% |
| Deloitte (US) | 72% |
| Capital Group | 72% |
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Capital Group Product Quality
3.8/5
Capital Group has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Capital Group Product Information
Capital Group’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Capital Group's product the highest. Reviewers from the Accounting industry rated Capital Group the lowest at 2.8.
- Company Size
- 5,001-10,000 Employees
Industry
Banking and Financial Services
Quick Insights into Capital Group Product Quality
Capital Group's Product Quality score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers ages 51-55.
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Ranked Capital Group Product Quality the Highest
Ranked Capital Group Product Quality the Lowest
Capital Group Product Quality Score by Gender
Female customers rated Capital Group's Product Quality score 0.3 stars higher than Male customers.
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Male
3.7/5
Female
4/5
Capital Group Product Quality Score by Ethnicity
Capital Group's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 4 | Other | 4 |
Capital Group Product Quality Score by Age
Capital Group's Product Quality score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.6 | 26-30 | 3.6 |
41-45 3.8 | 41-45 | 3.8 |
46-50 4.1 | 46-50 | 4.1 |
51-55 2.1 | 51-55 | 2.1 |
Capital Group Product Quality Score by Usage
Capital Group's Product Quality score was rated the highest by customers who have used Capital Group's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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Capital Group Product Quality Score by Industry
Capital Group's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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Capital Group Product Quality vs. Competitors
Compared to its competitors, Capital Group's Product Quality score is rated right above Meta, and is preceded by BlackRock.
| COMPANY | Product Quality Score | |
|---|---|---|
| Amazon | 4.2/5 |
| Netflix | 4.2/5 |
| 4.1/5 | |
| Fidelity Bank | 4.1/5 |
| Deloitte (US) | 3.9/5 |
| Ernst & Young (EY) | 3.9/5 |
| BlackRock | 3.8/5 |
| Capital Group | 3.8/5 |
| Meta | 3.6/5 |
| Pacific Life | 3.6/5 |
| PIMCO | 3.4/5 |
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Capital Group Pricing
Capital Group ROI & Value For Money
3.9/5
Capital Group has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.
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Capital Group 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 Banking and Financial Services industry. The users from the Accounting industry think that they had the lowest ROI from Capital Group.
Quick Insights into Capital Group ROI
Capital Group's ROI score was rated highest by customers ages 46-50, and rated lowest by customers ages 51-55.
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Ranked Capital Group ROI the Highest
Ranked Capital Group ROI the Lowest
Capital Group ROI Score by Gender
Female customers rated Capital Group's ROI score 0.6 stars higher than Male customers.
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Male
3.5/5
Female
4.1/5
Capital Group ROI Score by Ethnicity
Capital Group's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Asian or Pacific Islander 4.5 | Asian or Pacific Islander | 4.5 |
Other 4.1 | Other | 4.1 |
Capital Group ROI Score by Age
Capital Group's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.7 | 26-30 | 3.7 |
41-45 3.6 | 41-45 | 3.6 |
46-50 4.5 | 46-50 | 4.5 |
51-55 2.4 | 51-55 | 2.4 |
Capital Group ROI Score by Usage
Capital Group's ROI score was rated 3.6 stars by customers who have used Capital Group's products/services for Less than 1 Year, and by customers with Over 10 Years of usage.
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Capital Group ROI Score by Industry
Capital Group's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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Capital Group Pricing vs. Competitors
Compared to its competitors, Capital Group's ROI score is rated right above Deloitte (US), and is preceded by Netflix.
| COMPANY | Pricing Score | |
|---|---|---|
| Amazon | 4.1/5 |
| 4/5 | |
| Netflix | 4/5 |
| Capital Group | 3.9/5 |
| Deloitte (US) | 3.9/5 |
| PIMCO | 3.8/5 |
| Ernst & Young (EY) | 3.8/5 |
| BlackRock | 3.7/5 |
| Pacific Life | 3.6/5 |
| Meta | 3.6/5 |
| Fidelity Bank | 3.3/5 |
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Capital Group Customer Satisfaction (CSAT)
Capital Group Customer Satisfaction (CSAT) Score
81 / 100
Capital Group has an overall Customer Satisfaction score of 81 rated by its users and customers.
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Very Satisfied
43%
Satisfied
38%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
1%
Very Dissatisfied
5%
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 Capital Group Customer Satisfaction
Capital Group's Customer Satisfaction score was rated highest by customers ages 46-50, and rated lowest by customers ages 51-55.
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Ranked Capital Group Customer Satisfaction the Highest
Ranked Capital Group Customer Satisfaction the Lowest
Capital Group Customer Satisfaction Score by Gender
Female customers rated Capital Group's Customer Satisfaction score 21 points higher than Male customers.
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65 / 100
MaleVery Satisfied | 29% | |
|---|---|---|
Satisfied | 36% | |
Neither Satisfied nor Dissatisfied | 21% | |
Dissatisfied | 7% | |
Very Dissatisfied | 7% |
86 / 100
FemaleVery Satisfied | 43% | |
|---|---|---|
Satisfied | 43% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 14% |
Capital Group Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Capital Group's Customer Satisfaction (CSAT) score was rated 50% according to Caucasian users and customers.
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50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
12%
Very Dissatisfied
25%
CSAT according to Asian or Pacific Islander
Capital Group's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Capital Group's Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.
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67 / 100
Very Satisfied
33%
Satisfied
34%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
0%
Capital Group Customer Satisfaction Score by Age
Capital Group's Customer Satisfaction score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 75% | |||||||||||||||
| 41-45 | 67% | |||||||||||||||
| 46-50 | 100% | |||||||||||||||
| 51-55 | 25% |
Capital Group Customer Satisfaction Score by Usage
Capital Group's Customer Satisfaction score was rated the highest by customers who have used Capital Group's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Capital Group Customer Satisfaction Score by Industry
Capital Group's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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}Capital Group Customer Satisfaction vs. Competitors
Compared to its competitors, Capital Group's Customer Satisfaction score is rated right above Google, and is preceded by Amazon.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Fidelity Bank | 100% |
| Netflix | 85% |
| Amazon | 84% |
| Capital Group | 82% |
| 81% | |
| BlackRock | 78% |
| Ernst & Young (EY) | 74% |
| Deloitte (US) | 73% |
| Pacific Life | 71% |
| Meta | 65% |
| PIMCO | 61% |
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Capital Group Customer Service
4/5
Capital Group has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Capital Group's Customer Service
Address
333 S. Hope Street, 53rd Floor, Los Angeles, CA 90071
Website
https://www.capitalgroup.com/individual/about-us.html
Phone Number
(800) 421-8511
Capital Group's Social Links
Quick Insights into Capital Group Customer Service
Capital Group's Customer Service score was rated highest by customers ages 46-50, and rated lowest by customers ages 51-55.
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Ranked Capital Group Customer Service the Highest
Ranked Capital Group Customer Service the Lowest
Capital Group Customer Service Score by Gender
Female customers rated Capital Group's Customer Service score 0.7 stars higher than Male customers.
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Male
3.4/5
Female
4.1/5
Capital Group Customer Service Score by Ethnicity
Capital Group's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Asian or Pacific Islander 4.5 | Asian or Pacific Islander | 4.5 |
Other 4.2 | Other | 4.2 |
Capital Group Customer Service Score by Age
Capital Group's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3.7 | 26-30 | 3.7 |
41-45 3.5 | 41-45 | 3.5 |
46-50 4.5 | 46-50 | 4.5 |
51-55 2.6 | 51-55 | 2.6 |
Capital Group Customer Service Score by Usage
Capital Group's Customer Service score was rated the highest by customers who have used Capital Group's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Capital Group Customer Service Score by Industry
Capital Group's Customer Service score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Capital Group Customer Service vs. Competitors
Compared to its competitors, Capital Group's Customer Service score is rated right above Netflix, and is preceded by Google.
| COMPANY | Customer Service Score | |
|---|---|---|
| Amazon | 4.2/5 |
| 4/5 | |
| Capital Group | 4/5 |
| Netflix | 4/5 |
| Ernst & Young (EY) | 4/5 |
| Deloitte (US) | 3.9/5 |
| Fidelity Bank | 3.9/5 |
| PIMCO | 3.8/5 |
| BlackRock | 3.8/5 |
| Pacific Life | 3.6/5 |
| Meta | 3.5/5 |
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Capital Group as an Employer
4.3/5
Capital Group has a 4.3/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Capital Group scored a 19 for Net Promoter Score and a 36 for Employee Net Promoter Score. NPS gauges how likely a customer of Capital Group would recommend the brand to a friend. ENPS measures how likely Capital Group employees would recommend working at Capital Group to a friend.
Net Promoter Score
19
NPS Score
| 56% | Promoters |
|---|---|
| 7% | Passive |
| 37% | Detractors |
Employee Net Promoter Score
36
eNPS Score
| 59% | Promoters |
|---|---|
| 18% | Passive |
| 23% | Detractors |
