17
NPS
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Complex
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About Complex's Brand
Complex is an online magazine that features articles about music, styles, pop culture, sports, and sneakers.
Brand at a Glance
90%
Customer Loyalty
3.6/5
Product Quality
4.1/5
Pricing
4.1/5
Customer Service
Complex NPS
Complex's Net Promoter Score (NPS) is a 17 with 50% Promoters, 17% Passives, and 33% Detractors. Net Promoter Score tracks whether Complex's customers would recommend using the product based on a scale of -100 to 100.
Complex Overall NPS
| 50% | Promoters |
|---|---|
| 17% | Passives |
| 33% | Detractors |
Complex NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2022 0 | Jan 2022 | 0 |
Jun 2022 -15 | Jun 2022 | -15 |
Jul 2022 -12 | Jul 2022 | -12 |
Aug 2022 0 | Aug 2022 | 0 |
Nov 2022 10 | Nov 2022 | 10 |
Dec 2022 0 | Dec 2022 | 0 |
Mar 2023 8 | Mar 2023 | 8 |
May 2023 22 | May 2023 | 22 |
Jun 2023 27 | Jun 2023 | 27 |
Feb 2024 19 | Feb 2024 | 19 |
Oct 2024 12 | Oct 2024 | 12 |
Nov 2025 17 | Nov 2025 | 17 |
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.
Complex Customer Loyalty
90%
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.
90% of Complex 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?"
Complex Product Quality
3.6/5
Complex has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock Complex's overall Product Quality score rated by its users and customers.
Complex Product Information
Complex’s product quality score is a 3.6 out of 5 as rated by its users and customers.
- Website
- http://www.complex.com/
- Company Size
- 201-500 Employees
Industry
Tech
Fashion and Beauty
Content
Media
Social
Sports & Entertainment
Complex Pricing
Complex ROI & Value For Money
4.1/5
Complex has a value for money and ROI score of 4.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Complex's overall ROI score rated by its users and customers.
Complex Customer Satisfaction (CSAT)
Complex Customer Satisfaction (CSAT) Score
60 / 100
Complex has an overall Customer Satisfaction score of 60 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
30%
Satisfied
30%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
20%
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.
Complex Customer Service
4.1/5
Complex has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Complex's overall Customer Service score rated by its users and customers.
About Complex's Customer Service
Address
1271 6th Avenue, 35th Floor, New York City, NY
Website
http://www.complex.com/
Phone Number
(917) 793-5831
Complex as an Employer
2.2/5
Complex has a 2.2/5 stars for its overall company culture rated by their employees
bottom
10%
Consumer vs. Employees
Complex scored a 17 for Net Promoter Score and a -35 for Employee Net Promoter Score. NPS gauges how likely a customer of Complex would recommend the brand to a friend. ENPS measures how likely Complex employees would recommend working at Complex to a friend.
Net Promoter Score
17
NPS Score
| 50% | Promoters |
|---|---|
| 17% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-35
eNPS Score
| 29% | Promoters |
|---|---|
| 7% | Passive |
| 64% | Detractors |
