CWT NPS & Customer Reviews

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CWT

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CWT

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About CWT's Brand

CWT delivers efficient and innovative solutions to optimize travel and meetings and events management. Among its major competitors, CWT is ranked in 4th place for NPS while BCD Travel is 1st, and American Express is 2nd.Their current valuation is $2.91B

Brand at a Glance

67%

Customer Loyalty

2.8/5

Product Quality

3/5

Pricing

2.9/5

Customer Service

CWT Ranking

^#4 / 4 of its competitors

CWT NPS

CWT's Net Promoter Score (NPS) is a -22 with 33% Promoters, 12% Passives, and 55% Detractors. Net Promoter Score tracks whether CWT's customers would recommend using the product based on a scale of -100 to 100.

CWT Overall NPS

-22

NPS

33%	Promoters
12%	Passives
55%	Detractors

CWT NPS Trend

-100

-50

100

Summary	Date	Score
Aug 2023 -11	Aug 2023	-11
Sep 2023 -12	Sep 2023	-12
Oct 2023 -14	Oct 2023	-14
Nov 2023 -17	Nov 2023	-17
Dec 2023 -15	Dec 2023	-15
Jan 2024 -12	Jan 2024	-12
Feb 2024 -14	Feb 2024	-14
Mar 2024 -16	Mar 2024	-16
Jun 2024 -18	Jun 2024	-18
Sep 2024 -19	Sep 2024	-19
Dec 2024 -21	Dec 2024	-21
Feb 2025 -23	Feb 2025	-23

How Other Brands Compare

CWT is ranked #4 for NPS among its competitors. BCD Travel and American Express come in first and second, with SAP Concur coming in at third. Among those competitors, it is the lowest valued company behind SAP Concur.

	CWT	American Express	SAP Concur	BCD Travel
Global Ranking	#-	#62	#453	#-
NPS	-22	18	15	40
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	Neutral	Neutral
Valuation Updated every 24 hours for public companies	$2.91B	$127.20B	$136.17B	-

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.

CWT NPS by Gender

Male customers rated CWT's NPS 16 points higher than Female customers.

Male

-26

CWT's NPS was rated -26 by Male customers on Comparably.

37%

Promoters

Passives

63%

Detractors

Female

-42

CWT's NPS was rated -42 by Female customers on Comparably.

29%

Promoters

Passives

71%

Detractors

CWT NPS by Ethnicity

CWT's NPS was rated -34 points by Caucasian customers on Comparably.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -34	Caucasian	-34

CWT NPS by Age

CWT's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.

100

Summary

Age

Promoters

Passives

Detractors

41-45

50%

56-60

100%

CWT NPS by Usage

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

-100

-50

100

Summary	Usage	Score
Less than 1 Year 0	Less than 1 Year	0
1 to 2 Years -50	1 to 2 Years	-50
2 to 5 Years -20	2 to 5 Years	-20
5 to 10 Years -34	5 to 10 Years	-34

CWT NPS vs. Competitors

Compared to its competitors, CWT's NPS is rated right below SAP Concur.

COMPANY		NPS Score
	BCD Travel	40
	American Express	18
	SAP Concur	15
	CWT	-22

CWT Customer Reviews

Out of the 2 CWT customer reviews 0 were positive and 2 were constructive. CWT customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.

CWT Customer Loyalty

67%

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.

67% of CWT users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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67%

33%

CWT Customer Loyalty Score by Gender

Female customers rated CWT's Customer Loyalty score 21% higher than Male customers.

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Male

66%

Yes

Female

87%

Yes

CWT Customer Loyalty Score by Ethnicity

CWT's Customer Loyalty score was rated 85% by Caucasian customers on Comparably.

% who answered "Yes"

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out of 100

Caucasian

CWT Customer Loyalty Score by Age

CWT's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.

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20%

40%

60%

80%

100%

Summary	Age	Score
41-45 100%	41-45	100%
56-60 70%	56-60	70%

CWT Customer Loyalty Score by Usage

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

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Less than 1 Year	33%
1 to 2 Years	100%
2 to 5 Years	82%
5 to 10 Years	100%

CWT Customer Loyalty Score by Industry

CWT's Customer Loyalty score was rated 78% by Tech industry customers.

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Tech	78%

CWT Customer Loyalty vs. Competitors

Compared to its competitors, CWT's Customer Loyalty score is rated right above BCD Travel, and is preceded by SAP Concur.

COMPANY		Customer Loyalty Score
	American Express	85%
	SAP Concur	75%
	CWT	67%
	BCD Travel	65%

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CWT Product Quality

2.8/5

CWT has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.

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CWT Product Information

CWT’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated CWT's product the highest.

Website: http://www.carlsonwagonlit.com/

Company Size: 10,000+ Employees

Industry

Travel and Hospitality

Quick Insights into CWT Product Quality

CWT's Product Quality score was rated highest by customers who have used CWT's products/services for 1 to 2 Years, and rated lowest by customers ages 56-60.

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Ranked CWT Product Quality the Highest

1 to 2 Years	3.2
Tech	2.7
Male	2.4

Ranked CWT Product Quality the Lowest

Female	2
2 to 5 Years	1.8
56-60	1.5

CWT Product Quality Score by Gender

Male customers rated CWT's Product Quality score 0.4 stars higher than Female customers.

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Male

2.4/5

Female

2/5

CWT Product Quality Score by Ethnicity

CWT's Product Quality score was rated 1.5 stars by Caucasian customers on Comparably.

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Summary	Ethnicity	Score
Caucasian 1.5	Caucasian	1.5

CWT Product Quality Score by Age

CWT's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.

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Summary	Age	Score
41-45 2.1	41-45	2.1
56-60 1.5	56-60	1.5

CWT Product Quality Score by Usage

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

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Less than 1 Year	2.7
1 to 2 Years	3.2
2 to 5 Years	1.8
5 to 10 Years	2

CWT Product Quality Score by Industry

CWT's Product Quality score was rated 2.7 stars by Tech industry customers.

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Tech	2.7

CWT Product Quality vs. Competitors

Compared to its competitors, CWT's Product Quality score is rated right below BCD Travel.

COMPANY		Product Quality Score
	SAP Concur	3.7/5
	American Express	3.5/5
	BCD Travel	3.4/5
	CWT	2.8/5

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CWT Pricing

CWT ROI & Value For Money

3/5

CWT has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.

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CWT 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 Tech industry.

Quick Insights into CWT ROI

CWT's ROI score was rated highest by customers from the Tech industry, and rated lowest by customers ages 56-60.

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Ranked CWT ROI the Highest

Tech	3.7
41-45	3.2
1 to 2 Years	3.1

Ranked CWT ROI the Lowest

5 to 10 Years	2
Female	2
56-60	1.5

CWT ROI Score by Gender

Male customers rated CWT's ROI score 0.7 stars higher than Female customers.

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Male

2.7/5

Female

2/5

CWT ROI Score by Ethnicity

CWT's ROI score was rated 1.9 stars by Caucasian customers on Comparably.

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Summary	Ethnicity	Score
Caucasian 1.9	Caucasian	1.9

CWT ROI Score by Age

CWT's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.

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Summary	Age	Score
41-45 3.2	41-45	3.2
56-60 1.5	56-60	1.5

CWT ROI Score by Usage

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

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Less than 1 Year	2.5
1 to 2 Years	3.1
2 to 5 Years	2.6
5 to 10 Years	2

CWT ROI Score by Industry

CWT's ROI score was rated 3.7 stars by Tech industry customers.

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Tech	3.7

CWT Pricing vs. Competitors

Compared to its competitors, CWT's ROI score is rated right below American Express.

COMPANY		Pricing Score
	BCD Travel	3.9/5
	SAP Concur	3.4/5
	American Express	3.3/5
	CWT	3/5

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CWT Customer Satisfaction (CSAT)

CWT Customer Satisfaction (CSAT) Score

47 / 100

CWT has an overall Customer Satisfaction score of 47 rated by its users and customers.

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Very Satisfied	29%
Satisfied	18%
Neither Satisfied nor Dissatisfied	9%
Dissatisfied	18%
Very Dissatisfied	26%

Very Satisfied

29%

Satisfied

18%

Neither Satisfied nor Dissatisfied

Dissatisfied

18%

Very Dissatisfied

26%

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 CWT Customer Satisfaction

CWT's Customer Satisfaction score was rated highest by customers from the Tech industry, and rated lowest by Female customers.

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Ranked CWT Customer Satisfaction the Highest

Tech	50%
Male	38%
1 to 2 Years	33%

Ranked CWT Customer Satisfaction the Lowest

2 to 5 Years	0%
56-60	0%
Female	0%

CWT Customer Satisfaction Score by Gender

Male customers rated CWT's Customer Satisfaction score 0 points higher than Female customers.

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38 / 100

Male

	Very Satisfied	38%
	Satisfied	0%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	12%
	Very Dissatisfied	50%

Female

	Very Satisfied	0%
	Satisfied	0%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	20%
	Very Dissatisfied	80%

CWT Customer Satisfaction Score by Ethnicity

Caucasian
17%

CSAT according to Caucasian

CWT's Customer Satisfaction (CSAT) score was rated 17% according to Caucasian users and customers.

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17 / 100

Very Satisfied	17%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	16%
Very Dissatisfied	67%

Very Satisfied

17%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

16%

Very Dissatisfied

67%

CWT Customer Satisfaction Score by Age

CWT's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.

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100

Breakdown

Age

Score

41-45

25%

56-60

CWT Customer Satisfaction Score by Usage

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

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Less than 1 Year	33
1 to 2 Years	33
2 to 5 Years	0

CWT Customer Satisfaction Score by Industry

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

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Tech	50

CWT Customer Satisfaction vs. Competitors

Compared to its competitors, CWT's Customer Satisfaction score is rated right below BCD Travel.

COMPANY		Customer Satisfaction (CSAT) Score
	SAP Concur	66%
	American Express	62%
	BCD Travel	50%
	CWT	47%

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CWT Customer Service

2.9/5

CWT has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.

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About CWT's Customer Service

Address

701 Carlson Pkwy, Minnetonka, MN 55305

Website

http://www.carlsonwagonlit.com/

Phone Number

800-213-7295

CWT's Social Links

linkedin.com/company/mycwt

Quick Insights into CWT Customer Service

CWT's Customer Service score was rated highest by customers who have used CWT's products/services for 1 to 2 Years, and rated lowest by customers ages 56-60.

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Ranked CWT Customer Service the Highest

1 to 2 Years	4
Tech	4
41-45	3.1

Ranked CWT Customer Service the Lowest

Male	2.4
2 to 5 Years	1.7
56-60	1.5

CWT Customer Service Score by Gender

Female customers rated CWT's Customer Service score 0.1 stars higher than Male customers.

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Male

2.4/5

Female

2.5/5

CWT Customer Service Score by Ethnicity

CWT's Customer Service score was rated 1.5 stars by Caucasian customers on Comparably.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 1.5	Caucasian	1.5

CWT Customer Service Score by Age

CWT's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.

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100

Summary	Age	Customer Service Score
41-45 3.1	41-45	3.1
56-60 1.5	56-60	1.5

CWT Customer Service Score by Usage

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

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Less than 1 Year	2.9
1 to 2 Years	4
2 to 5 Years	1.7
5 to 10 Years	2

CWT Customer Service Score by Industry

CWT's Customer Service score was rated 4 stars by Tech industry customers.

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Tech	4

CWT Customer Service vs. Competitors

Compared to its competitors, CWT's Customer Service score is rated right below American Express.

COMPANY		Customer Service Score
	BCD Travel	3.5/5
	SAP Concur	3.4/5
	American Express	3.4/5
	CWT	2.9/5

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CWT as an Employer

3.0/5

CWT has a 3.0/5 stars for its overall company culture rated by their employees

bottom

35%

CEO of CWT

Michelle Frymire

In the Bottom 35% of Similar Sized Companies on Comparably.

Consumer vs. Employees

CWT scored a -22 for Net Promoter Score and a -14 for Employee Net Promoter Score. NPS gauges how likely a customer of CWT would recommend the brand to a friend. ENPS measures how likely CWT employees would recommend working at CWT to a friend.

Net Promoter Score

-22

NPS Score

33%	Promoters
12%	Passive
55%	Detractors

Employee Net Promoter Score

-14

eNPS Score

35%	Promoters
16%	Passive
49%	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