-41
NPS
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Capital One
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About Capital One's Brand
You know who you are and what you want. It drives you to be your best. That’s why we want you at Capital One. We’re doing some bold, transformative things here. You’re empowered to explore, create and do what’s never been done before. Like changing banking for good. What’s in it for you? A career surrounded by brilliant minds. People from different backgrounds, experiences and education levels. Coming together to create a sense of belonging. Supporting you where you are and where you want to be. Here’s your chance to do real, impactful work that matters—without giving up your life or integrity to achieve it. That’s life at Capital One. Among its major competitors, Capital One is ranked in 9th place for NPS while Union Bankshares is 1st, and Mastercard is 2nd. Overall, Capital One has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $54.69B
Brand at a Glance
79%
Customer Loyalty
2.3/5
Product Quality
2.1/5
Pricing
2/5
Customer Service
Capital One Ranking
- #4 / 4 of its competitors
Capital One NPS
Capital One's Net Promoter Score (NPS) is a -41 with 24% Promoters, 11% Passives, and 65% Detractors. Net Promoter Score tracks whether Capital One's customers would recommend using the product based on a scale of -100 to 100.
Capital One Overall NPS
| 24% | Promoters |
|---|---|
| 11% | Passives |
| 65% | Detractors |
Capital One NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2024 -40 | Oct 2024 | -40 |
Nov 2024 -40 | Nov 2024 | -40 |
Dec 2024 -40 | Dec 2024 | -40 |
Jan 2025 -40 | Jan 2025 | -40 |
Feb 2025 -40 | Feb 2025 | -40 |
Mar 2025 -40 | Mar 2025 | -40 |
Jun 2025 -40 | Jun 2025 | -40 |
Jul 2025 -40 | Jul 2025 | -40 |
Aug 2025 -42 | Aug 2025 | -42 |
Sep 2025 -42 | Sep 2025 | -42 |
Oct 2025 -42 | Oct 2025 | -42 |
Nov 2025 -42 | Nov 2025 | -42 |
How Other Brands Compare
Capital One is ranked #4 for NPS among its competitors. Mastercard and American Express come in first and second, with Bank of America coming in at third. Among those competitors, it is the lowest valued company behind Mastercard.
Capital One |  American Express |  Mastercard |  Bank of America | |
| Global Ranking | #- | #62 | #88 | #152 |
| NPS | -41 | 18 | 27 | 2 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $54.69B | $127.20B | $350.76B | $298.80B |
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 One NPS by Gender
Female customers rated Capital One's NPS 5 points higher than Male customers.
Male
-69
Capital One's NPS was rated -69 by Male customers on Comparably.
13%
Promoters
5%
Passives
82%
Detractors
Female
-64
Capital One's NPS was rated -64 by Female customers on Comparably.
16%
Promoters
4%
Passives
80%
Detractors
Capital One NPS by Ethnicity
Capital One's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Native American customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -92 | Caucasian | -92 |
Hispanic or Latino -34 | Hispanic or Latino | -34 |
African American/Black -56 | African American/Black | -56 |
Asian or Pacific Islander -100 | Asian or Pacific Islander | -100 |
Native American -100 | Native American | -100 |
Other -72 | Other | -72 |
Capital One NPS by Age
Capital One's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Capital One NPS by Usage
Capital One's NPS was rated the highest by customers who have used Capital One's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -65 | Less than 1 Year | -65 |
1 to 2 Years -36 | 1 to 2 Years | -36 |
2 to 5 Years -56 | 2 to 5 Years | -56 |
5 to 10 Years -67 | 5 to 10 Years | -67 |
Over 10 Years -73 | Over 10 Years | -73 |
Capital One NPS vs. Competitors
Compared to its competitors, Capital One's NPS is rated right below Ally Financial Inc..
| COMPANY | NPS Score | |
|---|---|---|
 | Union Bankshares | 100 |
| Mastercard | 27 |
 | Citi | 22 |
| American Express | 18 |
 | ING | 14 |
 | Kasasa | 5 |
| Bank of America | 2 |
 | Ally Financial Inc. | -40 |
| Capital One | -41 |
Capital One Customer Reviews
Out of the 20 Capital One customer reviews 2 were positive and 18 were constructive. Capital One 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
Capital One Customer Loyalty
79%
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.
79% of Capital One 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?"
Capital One Customer Loyalty Score by Gender
Female customers rated Capital One's Customer Loyalty score 11% higher than Male customers.
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Male
74%
Yes
Female
85%
Yes
Capital One Customer Loyalty Score by Ethnicity
Capital One's Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by Native American customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Capital One.
80
out of 100
Caucasian
100
out of 100
Hispanic or Latino
95
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
55
out of 100
Native American
74
out of 100
Other
Capital One Customer Loyalty Score by Age
Capital One's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Capital One.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 73% | 26-30 | 73% |
31-35 84% | 31-35 | 84% |
36-40 70% | 36-40 | 70% |
41-45 82% | 41-45 | 82% |
46-50 84% | 46-50 | 84% |
51-55 82% | 51-55 | 82% |
56-60 80% | 56-60 | 80% |
61-65 84% | 61-65 | 84% |
66+ 75% | 66+ | 75% |
Capital One Customer Loyalty Score by Usage
Capital One's Customer Loyalty score was rated the highest by customers who have used Capital One's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Capital One Customer Loyalty Score by Industry
Capital One's Customer Loyalty score was rated the highest by Business and Consumer Services industry customers, and the lowest by Transportation industry customers.
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Capital One Customer Loyalty vs. Competitors
Compared to its competitors, Capital One's Customer Loyalty score is rated right above Mastercard, and is preceded by Bank of America.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| American Express | 85% |
| ING | 80% |
| Bank of America | 80% |
| Capital One | 79% |
| Mastercard | 78% |
| Citi | 78% |
| Kasasa | 77% |
| Ally Financial Inc. | 74% |
| Union Bankshares | N/A |
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Capital One Product Quality
2.3/5
Capital One has an overall Product Quality score of 2.3 out of 5 stars rated by its users and customers.
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Capital One Product Information
Capital One’s product quality score is a 2.3 out of 5 as rated by its users and customers. Reviewers from the Retail industry rated Capital One's product the highest. Reviewers from the Insurance industry rated Capital One the lowest at 1.9.
- Website
- https://www.capitalone.com
- Company Size
- 10,000+ Employees
Industry
Banking and Financial Services
Quick Insights into Capital One Product Quality
Capital One's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked Capital One Product Quality the Highest
Ranked Capital One Product Quality the Lowest
Capital One Product Quality Score by Gender
Capital One's Product Quality score was rated 1.7 by both Female and Male customers on Comparably.
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Male
1.7/5
Female
1.7/5
Capital One Product Quality Score by Ethnicity
Capital One'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 Capital One.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 2 | Hispanic or Latino | 2 |
African American/Black 2.2 | African American/Black | 2.2 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Native American 1.5 | Native American | 1.5 |
Other 1.5 | Other | 1.5 |
Capital One Product Quality Score by Age
Capital One's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.8 | 18-25 | 4.8 |
26-30 2.8 | 26-30 | 2.8 |
31-35 3.2 | 31-35 | 3.2 |
36-40 2.1 | 36-40 | 2.1 |
41-45 1.7 | 41-45 | 1.7 |
46-50 1.8 | 46-50 | 1.8 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.8 | 56-60 | 1.8 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Capital One Product Quality Score by Usage
Capital One's Product Quality score was rated the highest by customers who have used Capital One's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Capital One Product Quality Score by Industry
Capital One's Product Quality score was rated the highest by Retail industry customers, and the lowest by Transportation industry customers.
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Capital One Product Quality vs. Competitors
Compared to its competitors, Capital One's Product Quality score is rated right above Ally Financial Inc., and is preceded by Bank of America.
| COMPANY | Product Quality Score | |
|---|---|---|
| Mastercard | 4/5 |
| Kasasa | 3.9/5 |
| Citi | 3.8/5 |
| ING | 3.8/5 |
| American Express | 3.5/5 |
| Bank of America | 3.5/5 |
| Capital One | 2.3/5 |
| Ally Financial Inc. | 2.1/5 |
| Union Bankshares | N/A |
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Capital One Pricing
Capital One ROI & Value For Money
2.1/5
Capital One has a value for money and ROI score of 2.1 out of 5 stars rated by its users and customers.
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Capital One 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 Consulting industry. The users from the Architecture and Planning industry think that they had the lowest ROI from Capital One.
Quick Insights into Capital One ROI
Capital One's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked Capital One ROI the Highest
Ranked Capital One ROI the Lowest
Capital One ROI Score by Gender
Male customers rated Capital One's ROI score 0.1 stars higher than Female customers.
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Male
1.7/5
Female
1.6/5
Capital One ROI Score by Ethnicity
Capital One'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 Capital One.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.9 | Hispanic or Latino | 1.9 |
African American/Black 1.9 | African American/Black | 1.9 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Native American 1.5 | Native American | 1.5 |
Other 1.5 | Other | 1.5 |
Capital One ROI Score by Age
Capital One's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Capital One.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 2.6 | 26-30 | 2.6 |
31-35 2.7 | 31-35 | 2.7 |
36-40 1.8 | 36-40 | 1.8 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.6 | 46-50 | 1.6 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.8 | 56-60 | 1.8 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Capital One ROI Score by Usage
Capital One's ROI score was rated the highest by customers who have used Capital One's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Capital One ROI Score by Industry
Capital One's ROI score was rated the highest by Consulting industry customers, and the lowest by Transportation industry customers.
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Capital One Pricing vs. Competitors
Compared to its competitors, Capital One's ROI score is rated right above Union Bankshares, and is preceded by Ally Financial Inc..
| COMPANY | Pricing Score | |
|---|---|---|
| Mastercard | 3.9/5 |
| Citi | 3.7/5 |
| ING | 3.5/5 |
| Kasasa | 3.4/5 |
| American Express | 3.3/5 |
| Bank of America | 3.3/5 |
| Ally Financial Inc. | 2.2/5 |
| Capital One | 2.1/5 |
| Union Bankshares | N/A |
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Capital One Customer Satisfaction (CSAT)
Capital One Customer Satisfaction (CSAT) Score
13 / 100
Capital One has an overall Customer Satisfaction score of 13 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
10%
Satisfied
3%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
8%
Very Dissatisfied
76%
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 One Customer Satisfaction
Capital One's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Real Estate industry.
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Ranked Capital One Customer Satisfaction the Highest
Ranked Capital One Customer Satisfaction the Lowest
Capital One Customer Satisfaction Score by Gender
Male customers rated Capital One's Customer Satisfaction score 7 points higher than Female customers.
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13 / 100
MaleVery Satisfied | 11% | |
|---|---|---|
Satisfied | 2% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 7% | |
Very Dissatisfied | 80% |
6 / 100
FemaleVery Satisfied | 5% | |
|---|---|---|
Satisfied | 1% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 8% | |
Very Dissatisfied | 83% |
Capital One Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Capital One's Customer Satisfaction (CSAT) score was rated 4% according to Caucasian users and customers.
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4 / 100
Very Satisfied
2%
Satisfied
2%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
8%
Very Dissatisfied
85%
CSAT according to Hispanic or Latino
Capital One's Customer Satisfaction (CSAT) score was rated 20% according to Hispanic or Latino users and customers.
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20 / 100
Very Satisfied
20%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
80%
CSAT according to African American/Black
Capital One's Customer Satisfaction (CSAT) score was rated 22% according to African American/Black users and customers.
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22 / 100
Very Satisfied
17%
Satisfied
5%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
6%
Very Dissatisfied
72%
CSAT according to Native American
Capital One's Customer Satisfaction (CSAT) score was rated 0% according to Native American users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
CSAT according to Other
Capital One's Customer Satisfaction (CSAT) score was rated 15% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Capital One.
15 / 100
Very Satisfied
15%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
10%
Very Dissatisfied
75%
Capital One Customer Satisfaction Score by Age
Capital One's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Capital One.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 31-35 | 40% | |||||||||||||||
| 36-40 | 10% | |||||||||||||||
| 41-45 | 7% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 7% | |||||||||||||||
| 56-60 | 17% | |||||||||||||||
| 61-65 | 0% | |||||||||||||||
| 66+ | 0% |
Capital One Customer Satisfaction Score by Usage
Capital One's Customer Satisfaction score was rated the highest by customers who have used Capital One's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Capital One Customer Satisfaction Score by Industry
Capital One's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Real Estate industry customers.
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{
"title": "Capital One Customer Satisfaction Score by Industry",
"text": "Capital One's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Real Estate industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
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"groupId": 495,
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{
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{
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"groupId": 510,
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"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Education",
"groupId": 515,
"score": 0,
"stars": 0,
"csatScore": 0,
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"scoreClassName": "",
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},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 9,
"stars": 0,
"csatScore": 9,
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"scoreClassName": "",
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},
{
"label": "Insurance",
"groupId": 526,
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"scoreClassName": "",
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{
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"scoreClassName": "",
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{
"label": "Real Estate",
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]
}Capital One Customer Satisfaction vs. Competitors
Compared to its competitors, Capital One's Customer Satisfaction score is rated right above Union Bankshares, and is preceded by Ally Financial Inc..
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Mastercard | 79% |
| Citi | 74% |
| ING | 70% |
| Bank of America | 70% |
| American Express | 62% |
| Kasasa | 58% |
| Ally Financial Inc. | 32% |
| Capital One | 14% |
| Union Bankshares | 0% |
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Capital One Customer Service
2/5
Capital One has an overall Customer Service score of 2 out of 5 stars rated by its users and customers.
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About Capital One's Customer Service
Address
1680 Capital One Drive, Mclean, VA 22102-3491
Website
https://www.capitalone.com
Phone Number
703-720-1000
Capital One's Social Links
Quick Insights into Capital One Customer Service
Capital One's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked Capital One Customer Service the Highest
Ranked Capital One Customer Service the Lowest
Capital One Customer Service Score by Gender
Capital One's Customer Service score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Capital One Customer Service Score by Ethnicity
Capital One's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Capital One.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 2 | Hispanic or Latino | 2 |
African American/Black 1.6 | African American/Black | 1.6 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Native American 1.5 | Native American | 1.5 |
Other 1.5 | Other | 1.5 |
Capital One Customer Service Score by Age
Capital One's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 2.6 | 26-30 | 2.6 |
31-35 2.8 | 31-35 | 2.8 |
36-40 1.9 | 36-40 | 1.9 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Capital One Customer Service Score by Usage
Capital One's Customer Service score was rated the highest by customers who have used Capital One's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Capital One Customer Service Score by Industry
Capital One's Customer Service score was rated the highest by Retail industry customers, and the lowest by Transportation industry customers.
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Capital One Customer Service vs. Competitors
Compared to its competitors, Capital One's Customer Service score is rated right above Union Bankshares, and is preceded by Ally Financial Inc..
| COMPANY | Customer Service Score | |
|---|---|---|
| Mastercard | 3.9/5 |
| Citi | 3.8/5 |
| ING | 3.6/5 |
| Kasasa | 3.6/5 |
| American Express | 3.4/5 |
| Bank of America | 3.4/5 |
| Ally Financial Inc. | 2.1/5 |
| Capital One | 2/5 |
| Union Bankshares | N/A |
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Capital One as an Employer
4.1/5
Capital One has a 4.1/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Capital One scored a -41 for Net Promoter Score and a 25 for Employee Net Promoter Score. NPS gauges how likely a customer of Capital One would recommend the brand to a friend. ENPS measures how likely Capital One employees would recommend working at Capital One to a friend.
Net Promoter Score
-41
NPS Score
| 24% | Promoters |
|---|---|
| 11% | Passive |
| 65% | Detractors |
Employee Net Promoter Score
25
eNPS Score
| 48% | Promoters |
|---|---|
| 29% | Passive |
| 23% | Detractors |
