8
NPS
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Celcom
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About Celcom's Brand
Celcom is the country’s first and foremost mobile telecommunications provider with almost 14 million customers.
Brand at a Glance
83%
Customer Loyalty
3.7/5
Product Quality
3.5/5
Pricing
3.7/5
Customer Service
Celcom NPS
Celcom's Net Promoter Score (NPS) is a 8 with 39% Promoters, 30% Passives, and 31% Detractors. Net Promoter Score tracks whether Celcom's customers would recommend using the product based on a scale of -100 to 100.
Celcom Overall NPS
| 39% | Promoters |
|---|---|
| 30% | Passives |
| 31% | Detractors |
Celcom NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 7 | Nov 2023 | 7 |
Dec 2023 7 | Dec 2023 | 7 |
Jan 2024 8 | Jan 2024 | 8 |
Feb 2024 6 | Feb 2024 | 6 |
Mar 2024 5 | Mar 2024 | 5 |
Jul 2024 6 | Jul 2024 | 6 |
Aug 2024 8 | Aug 2024 | 8 |
Sep 2024 11 | Sep 2024 | 11 |
Nov 2024 9 | Nov 2024 | 9 |
Feb 2025 10 | Feb 2025 | 10 |
Apr 2025 9 | Apr 2025 | 9 |
Oct 2025 8 | Oct 2025 | 8 |
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.
Celcom NPS by Gender
Female customers rated Celcom's NPS 18 points higher than Male customers.
Male
13
Celcom's NPS was rated 13 by Male customers on Comparably.
42%
Promoters
29%
Passives
29%
Detractors
Female
31
Celcom's NPS was rated 31 by Female customers on Comparably.
46%
Promoters
39%
Passives
15%
Detractors
Celcom NPS by Ethnicity
Celcom's NPS was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 12 | Asian or Pacific Islander | 12 |
Other 30 | Other | 30 |
Celcom NPS by Age
Celcom's NPS was rated 27 points by customers ages 18-25 on Comparably.
Celcom NPS by Usage
Celcom's NPS was rated the highest by customers who have used Celcom'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 -34 | Less than 1 Year | -34 |
2 to 5 Years -11 | 2 to 5 Years | -11 |
5 to 10 Years 25 | 5 to 10 Years | 25 |
Over 10 Years 67 | Over 10 Years | 67 |
Celcom Customer Reviews
Out of the 6 Celcom customer reviews 2 were positive and 4 were constructive. Celcom 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
Celcom Customer Loyalty
83%
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.
83% of Celcom users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Celcom Customer Loyalty Score by Gender
Male customers rated Celcom's Customer Loyalty score 1% higher than Female customers.
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Male
87%
Yes
Female
86%
Yes
Celcom Customer Loyalty Score by Ethnicity
Celcom's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Celcom.
55
out of 100
Asian or Pacific Islander
100
out of 100
Other
Celcom Customer Loyalty Score by Age
Celcom's Customer Loyalty score was rated 82% by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Celcom.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 82% | 18-25 | 82% |
Celcom Customer Loyalty Score by Usage
Celcom's Customer Loyalty score was rated the highest by customers who have used Celcom's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Celcom Customer Loyalty Score by Industry
Celcom's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Government and Public Policy 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.
Celcom Product Quality
3.7/5
Celcom has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Celcom Product Information
Celcom’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Celcom's product the highest. Reviewers from the Government and Public Policy industry rated Celcom the lowest at 3.5.
- Company Size
- 501-1,000 Employees
Industry
Tech
Business Services
Hardware and Devices
Quick Insights into Celcom Product Quality
Celcom's Product Quality score was rated highest by customers from the Tech industry, and rated lowest by Asian or Pacific Islander customers.
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Ranked Celcom Product Quality the Highest
Ranked Celcom Product Quality the Lowest
Celcom Product Quality Score by Gender
Female customers rated Celcom's Product Quality score 0.7 stars higher than Male customers.
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Male
3.4/5
Female
4.1/5
Celcom Product Quality Score by Ethnicity
Celcom's Product Quality score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Celcom.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Other 3.9 | Other | 3.9 |
Celcom Product Quality Score by Age
Celcom's Product Quality score was rated 3.9 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Celcom.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
Celcom Product Quality Score by Usage
Celcom's Product Quality score was rated the highest by customers who have used Celcom's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Celcom Product Quality Score by Industry
Celcom's Product Quality score was rated the highest by Tech industry customers, and the lowest by Government and Public Policy industry customers.
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Celcom Pricing
Celcom ROI & Value For Money
3.5/5
Celcom has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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Celcom 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. The users from the Government and Public Policy industry think that they had the lowest ROI from Celcom.
Quick Insights into Celcom ROI
Celcom's ROI score was rated highest by customers who have used Celcom's products/services for Over 10 Years, and rated lowest by customers who have used Celcom's products/services for Less than 1 Year.
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Ranked Celcom ROI the Highest
Ranked Celcom ROI the Lowest
Celcom ROI Score by Gender
Female customers rated Celcom's ROI score 0.7 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Celcom.
Male
3/5
Female
3.7/5
Celcom ROI Score by Ethnicity
Celcom's ROI score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Celcom.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.2 | Asian or Pacific Islander | 3.2 |
Other 3.6 | Other | 3.6 |
Celcom ROI Score by Age
Celcom's ROI score was rated 3.5 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Celcom.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
Celcom ROI Score by Usage
Celcom's ROI score was rated the highest by customers who have used Celcom's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Celcom ROI Score by Industry
Celcom's ROI score was rated the highest by Tech industry customers, and the lowest by Government and Public Policy industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Celcom Customer Satisfaction (CSAT)
Celcom Customer Satisfaction (CSAT) Score
75 / 100
Celcom has an overall Customer Satisfaction score of 75 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
23%
Satisfied
52%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
4%
Very Dissatisfied
8%
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 Celcom Customer Satisfaction
Celcom's Customer Satisfaction score was rated highest by customers who have used Celcom's products/services for Over 10 Years, and rated lowest by customers who have used Celcom's products/services for 2 to 5 Years.
Sign Up to unlock insights into how customers have ranked Celcom's Customer Satisfaction.
Ranked Celcom Customer Satisfaction the Highest
Ranked Celcom Customer Satisfaction the Lowest
Celcom Customer Satisfaction Score by Gender
Female customers rated Celcom's Customer Satisfaction score 23 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Celcom.
67 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 67% | |
Neither Satisfied nor Dissatisfied | 16% | |
Dissatisfied | 17% | |
Very Dissatisfied | 0% |
90 / 100
FemaleVery Satisfied | 20% | |
|---|---|---|
Satisfied | 70% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Celcom Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Celcom's Customer Satisfaction (CSAT) score was rated 63% according to Asian or Pacific Islander users and customers.
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63 / 100
Very Satisfied
13%
Satisfied
50%
Neither Satisfied nor Dissatisfied
24%
Dissatisfied
0%
Very Dissatisfied
13%
CSAT according to Other
Celcom's Customer Satisfaction (CSAT) score was rated 89% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Celcom.
89 / 100
Very Satisfied
11%
Satisfied
78%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
11%
Very Dissatisfied
0%
Celcom Customer Satisfaction Score by Age
Celcom's Customer Satisfaction score was rated 82 points by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Celcom.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 82% |
Celcom Customer Satisfaction Score by Usage
Celcom's Customer Satisfaction score was rated the highest by customers who have used Celcom's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Celcom Customer Satisfaction Score by Industry
Celcom's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Government and Public Policy industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Celcom Customer Satisfaction Score by Industry",
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"bars": [
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"label": "Accounting",
"groupId": 495,
"score": 84,
"stars": 0,
"csatScore": 84,
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"scoreClassName": "max",
"scoreLabel": 84
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 67,
"stars": 0,
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"scoreClassName": "",
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}Celcom Customer Service
3.7/5
Celcom has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Celcom's overall Customer Service score rated by its users and customers.
About Celcom's Customer Service
Address
Menara Celcom, 82 Jalan Raja ,, Muda Abdul Aziz, Kuala Lumpur, Kula, HI 50300 Russian Federation
Website
http://www.celcom.com.my/personal
Quick Insights into Celcom Customer Service
Celcom's Customer Service score was rated highest by customers who have used Celcom's products/services for Over 10 Years, and rated lowest by customers who have used Celcom's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked Celcom's Customer Service score.
Ranked Celcom Customer Service the Highest
Ranked Celcom Customer Service the Lowest
Celcom Customer Service Score by Gender
Female customers rated Celcom's Customer Service score 0.8 stars higher than Male customers.
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Male
3.1/5
Female
3.9/5
Celcom Customer Service Score by Ethnicity
Celcom's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Celcom.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 3.6 | Other | 3.6 |
Celcom Customer Service Score by Age
Celcom's Customer Service score was rated 3.7 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Celcom.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
Celcom Customer Service Score by Usage
Celcom's Customer Service score was rated the highest by customers who have used Celcom's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Celcom Customer Service Score by Industry
Celcom's Customer Service score was rated the highest by Tech industry customers, and the lowest by Government and Public Policy industry customers.
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Celcom as an Employer
3.2/5
Celcom has a 3.2/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Celcom scored a 8 for Net Promoter Score and a 25 for Employee Net Promoter Score. NPS gauges how likely a customer of Celcom would recommend the brand to a friend. ENPS measures how likely Celcom employees would recommend working at Celcom to a friend.
Net Promoter Score
8
NPS Score
| 39% | Promoters |
|---|---|
| 30% | Passive |
| 31% | Detractors |
Employee Net Promoter Score
25
eNPS Score
| 56% | Promoters |
|---|---|
| 13% | Passive |
| 31% | Detractors |
