-11
NPS
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China Mobile
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About China Mobile's Brand
China Mobile is an investment holdings company that provides mobile telecommunications and related services in Mainland China and Hong Kong.
Brand at a Glance
75%
Customer Loyalty
3.1/5
Product Quality
3.3/5
Pricing
3.1/5
Customer Service
China Mobile NPS
China Mobile 's Net Promoter Score (NPS) is a -11 with 42% Promoters, 5% Passives, and 53% Detractors. Net Promoter Score tracks whether China Mobile 's customers would recommend using the product based on a scale of -100 to 100.
China Mobile Overall NPS
| 42% | Promoters |
|---|---|
| 5% | Passives |
| 53% | Detractors |
China Mobile NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2022 0 | Aug 2022 | 0 |
Sep 2022 -33 | Sep 2022 | -33 |
Oct 2022 0 | Oct 2022 | 0 |
Mar 2023 -10 | Mar 2023 | -10 |
Jun 2023 -18 | Jun 2023 | -18 |
Aug 2023 -25 | Aug 2023 | -25 |
Nov 2023 -16 | Nov 2023 | -16 |
Dec 2023 -13 | Dec 2023 | -13 |
Jan 2024 -7 | Jan 2024 | -7 |
Mar 2024 -12 | Mar 2024 | -12 |
Aug 2024 -18 | Aug 2024 | -18 |
Mar 2025 -10 | Mar 2025 | -10 |
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.
China Mobile NPS by Ethnicity
China Mobile 's NPS was rated -34 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander -34 | Asian or Pacific Islander | -34 |
China Mobile NPS by Age
China Mobile 's NPS was rated 0 points by customers ages 18-25 on Comparably.
China Mobile Customer Loyalty
75%
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.
75% of China Mobile 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?"
China Mobile Customer Loyalty Score by Ethnicity
China Mobile 's Customer Loyalty score was rated 70% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of China Mobile .
70
out of 100
Asian or Pacific Islander
China Mobile Customer Loyalty Score by Age
China Mobile 's Customer Loyalty score was rated 100% by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of China Mobile .
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
China Mobile Product Quality
3.1/5
China Mobile has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
Sign Up to unlock China Mobile's overall Product Quality score rated by its users and customers.
China Mobile Product Information
China Mobile ’s product quality score is a 3.1 out of 5 as rated by its users and customers.
- Company Size
- 10,000+ Employees
Industry
Tech
Business Services
Hardware and Devices
Mobile App
Quick Insights into China Mobile Product Quality
China Mobile 's Product Quality score was rated highest by customers ages 18-25.
Sign Up to unlock insights into how customers have ranked China Mobile's Product Quality.
Ranked China Mobile Product Quality the Highest
China Mobile Product Quality Score by Ethnicity
China Mobile 's Product Quality score was rated 1.8 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of China Mobile .
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 1.8 | Asian or Pacific Islander | 1.8 |
China Mobile Product Quality Score by Age
China Mobile 's Product Quality score was rated 3 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of China Mobile .
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3 | 18-25 | 3 |
China Mobile Pricing
China Mobile ROI & Value For Money
3.3/5
China Mobile has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
Sign Up to unlock China Mobile's overall ROI score rated by its users and customers.
Quick Insights into China Mobile ROI
China Mobile 's ROI score was rated highest by customers ages 18-25.
Sign Up to unlock insights into how customers have ranked China Mobile's ROI score.
Ranked China Mobile ROI the Highest
China Mobile ROI Score by Ethnicity
China Mobile 's ROI score was rated 2.3 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of China Mobile .
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 2.3 | Asian or Pacific Islander | 2.3 |
China Mobile ROI Score by Age
China Mobile 's ROI score was rated 3.3 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of China Mobile .
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.3 | 18-25 | 3.3 |
China Mobile Customer Satisfaction (CSAT)
China Mobile Customer Satisfaction (CSAT) Score
69 / 100
China Mobile has an overall Customer Satisfaction score of 69 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
31%
Satisfied
38%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
6%
Very Dissatisfied
13%
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 China Mobile Customer Satisfaction
China Mobile 's Customer Satisfaction score was rated highest by customers ages 18-25.
Sign Up to unlock insights into how customers have ranked China Mobile's Customer Satisfaction.
Ranked China Mobile Customer Satisfaction the Highest
China Mobile Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
China Mobile's Customer Satisfaction (CSAT) score was rated 66% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of China Mobile .
66 / 100
Very Satisfied
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
34%
Very Dissatisfied
0%
China Mobile Customer Satisfaction Score by Age
China Mobile 's Customer Satisfaction score was rated 100 points by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of China Mobile .
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% |
China Mobile Customer Service
3.1/5
China Mobile has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
Sign Up to unlock China Mobile's overall Customer Service score rated by its users and customers.
About China Mobile 's Customer Service
Address
Level 30, Tower 1, Kowloon Commerce Centre, No. 51 Kwai Cheong Road, King, WI
Website
http://www.chinamobileltd.com
Phone Number
+852 3121 8888
Quick Insights into China Mobile Customer Service
China Mobile 's Customer Service score was rated highest by customers ages 18-25.
Sign Up to unlock insights into how customers have ranked China Mobile's Customer Service score.
Ranked China Mobile Customer Service the Highest
China Mobile Customer Service Score by Ethnicity
China Mobile 's Customer Service score was rated 2.8 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of China Mobile .
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 2.8 | Asian or Pacific Islander | 2.8 |
China Mobile Customer Service Score by Age
China Mobile 's Customer Service score was rated 3.8 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of China Mobile .
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
China Mobile as an Employer
3.5/5
China Mobile has a 3.5/5 stars for its overall company culture rated by their employees
bottom
45%
Consumer vs. Employees
China Mobile scored a -11 for Net Promoter Score and a -25 for Employee Net Promoter Score. NPS gauges how likely a customer of China Mobile would recommend the brand to a friend. ENPS measures how likely China Mobile employees would recommend working at China Mobile to a friend.
Net Promoter Score
-11
NPS Score
| 42% | Promoters |
|---|---|
| 5% | Passive |
| 53% | Detractors |
Employee Net Promoter Score
-25
eNPS Score
| 33% | Promoters |
|---|---|
| 9% | Passive |
| 58% | Detractors |
