4
NPS
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Consumer Reports
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About Consumer Reports' Brand
"Consumer Reports is a product reviews and ratings on cars, appliances and electronics."
Brand at a Glance
79%
Customer Loyalty
3.6/5
Product Quality
3.5/5
Pricing
3.4/5
Customer Service
Consumer Reports CMO
Kim Miller
Kim Miller serves as the Chief Marketing Officer of Consumer Reports. Kim started at Consumer Reports in May of 2016. Kim currently resides in the Greater New York City Area.
Consumer Reports NPS
Consumer Reports's Net Promoter Score (NPS) is a 4 with 43% Promoters, 18% Passives, and 39% Detractors. Net Promoter Score tracks whether Consumer Reports's customers would recommend using the product based on a scale of -100 to 100.
Consumer Reports Overall NPS
| 43% | Promoters |
|---|---|
| 18% | Passives |
| 39% | Detractors |
Consumer Reports NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2024 6 | Nov 2024 | 6 |
Dec 2024 6 | Dec 2024 | 6 |
Jan 2025 4 | Jan 2025 | 4 |
Feb 2025 6 | Feb 2025 | 6 |
Apr 2025 6 | Apr 2025 | 6 |
May 2025 6 | May 2025 | 6 |
Jun 2025 4 | Jun 2025 | 4 |
Jul 2025 5 | Jul 2025 | 5 |
Aug 2025 7 | Aug 2025 | 7 |
Nov 2025 5 | Nov 2025 | 5 |
Dec 2025 4 | Dec 2025 | 4 |
Jan 2026 4 | Jan 2026 | 4 |
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.
Consumer Reports NPS by Gender
Female customers rated Consumer Reports's NPS 13 points higher than Male customers.
Male
0
Consumer Reports's NPS was rated by Male customers on Comparably.
40%
Promoters
20%
Passives
40%
Detractors
Female
13
Consumer Reports's NPS was rated 13 by Female customers on Comparably.
46%
Promoters
21%
Passives
33%
Detractors
Consumer Reports NPS by Ethnicity
Consumer Reports's NPS was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 9 | Caucasian | 9 |
Hispanic or Latino -34 | Hispanic or Latino | -34 |
African American/Black -34 | African American/Black | -34 |
Other 49 | Other | 49 |
Consumer Reports NPS by Age
Consumer Reports's NPS was rated the highest by customers ages 51-55, and the lowest by customers ages 18-25.
Consumer Reports NPS by Usage
Consumer Reports's NPS was rated the highest by customers who have used Consumer Reports's products/services for 5 to 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 -28 | Less than 1 Year | -28 |
1 to 2 Years 9 | 1 to 2 Years | 9 |
2 to 5 Years -16 | 2 to 5 Years | -16 |
5 to 10 Years 49 | 5 to 10 Years | 49 |
Over 10 Years 4 | Over 10 Years | 4 |
Consumer Reports Customer Reviews
Out of the 26 Consumer Reports customer reviews 22 were positive and 4 were constructive. Consumer Reports customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Consumer Reports 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 Consumer Reports users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Consumer Reports Customer Loyalty Score by Gender
Male customers rated Consumer Reports's Customer Loyalty score 1% higher than Female customers.
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Male
80%
Yes
Female
79%
Yes
Consumer Reports Customer Loyalty Score by Ethnicity
Consumer Reports's Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Consumer Reports.
84
out of 100
Caucasian
100
out of 100
Hispanic or Latino
40
out of 100
African American/Black
70
out of 100
Other
Consumer Reports Customer Loyalty Score by Age
Consumer Reports's Customer Loyalty score was rated the highest by customers ages 61-65, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
36-40 55% | 36-40 | 55% |
51-55 70% | 51-55 | 70% |
56-60 70% | 56-60 | 70% |
61-65 87% | 61-65 | 87% |
66+ 84% | 66+ | 84% |
Consumer Reports Customer Loyalty Score by Usage
Consumer Reports's Customer Loyalty score was rated the highest by customers who have used Consumer Reports's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Consumer Reports Customer Loyalty Score by Industry
Consumer Reports's Customer Loyalty score was rated the highest by Automotive and Transportation industry customers, and the lowest by Media and Entertainment industry customers.
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Consumer Reports Product Quality
3.6/5
Consumer Reports has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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Consumer Reports Product Information
Consumer Reports’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Mechanical, Civil or Industrial Engineering industry rated Consumer Reports's product the highest. Reviewers from the Government and Public Policy industry rated Consumer Reports the lowest at 3.5.
- Company Size
- 501-1,000 Employees
Industry
Non-Profit
Consumer Services
Content
SaaS
Quick Insights into Consumer Reports Product Quality
Consumer Reports's Product Quality score was rated highest by customers from the Mechanical, Civil or Industrial Engineering industry, and rated lowest by customers from the Construction industry.
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Ranked Consumer Reports Product Quality the Highest
Ranked Consumer Reports Product Quality the Lowest
Consumer Reports Product Quality Score by Gender
Female customers rated Consumer Reports's Product Quality score 0.2 stars higher than Male customers.
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Male
3.7/5
Female
3.9/5
Consumer Reports Product Quality Score by Ethnicity
Consumer Reports's Product Quality score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Consumer Reports.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Hispanic or Latino 2.8 | Hispanic or Latino | 2.8 |
African American/Black 3 | African American/Black | 3 |
Other 4.6 | Other | 4.6 |
Consumer Reports Product Quality Score by Age
Consumer Reports's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Consumer Reports.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
36-40 3.9 | 36-40 | 3.9 |
51-55 3.9 | 51-55 | 3.9 |
56-60 4.1 | 56-60 | 4.1 |
61-65 3.6 | 61-65 | 3.6 |
66+ 3.8 | 66+ | 3.8 |
Consumer Reports Product Quality Score by Usage
Consumer Reports's Product Quality score was rated the highest by customers who have used Consumer Reports's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Consumer Reports Product Quality Score by Industry
Consumer Reports's Product Quality score was rated the highest by Mechanical, Civil or Industrial Engineering industry customers, and the lowest by Construction industry customers.
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Consumer Reports Pricing
Consumer Reports ROI & Value For Money
3.5/5
Consumer Reports has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Consumer Reports' overall ROI score rated by its users and customers.
Consumer Reports 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 Accounting industry. The users from the Construction industry think that they had the lowest ROI from Consumer Reports.
Quick Insights into Consumer Reports ROI
Consumer Reports's ROI score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Construction industry.
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Ranked Consumer Reports ROI the Highest
Ranked Consumer Reports ROI the Lowest
Consumer Reports ROI Score by Gender
Female customers rated Consumer Reports's ROI score 0.2 stars higher than Male customers.
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Male
3.4/5
Female
3.6/5
Consumer Reports ROI Score by Ethnicity
Consumer Reports's ROI score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Consumer Reports.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 3.1 | African American/Black | 3.1 |
Other 4.5 | Other | 4.5 |
Consumer Reports ROI Score by Age
Consumer Reports's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Consumer Reports.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
36-40 3.6 | 36-40 | 3.6 |
51-55 4 | 51-55 | 4 |
56-60 3.9 | 56-60 | 3.9 |
61-65 3.3 | 61-65 | 3.3 |
66+ 3.4 | 66+ | 3.4 |
Consumer Reports ROI Score by Usage
Consumer Reports's ROI score was rated the highest by customers who have used Consumer Reports's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Consumer Reports ROI Score by Industry
Consumer Reports's ROI score was rated the highest by Accounting industry customers, and the lowest by Construction industry customers.
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Consumer Reports Customer Satisfaction (CSAT)
Consumer Reports Customer Satisfaction (CSAT) Score
56 / 100
Consumer Reports has an overall Customer Satisfaction score of 56 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
38%
Satisfied
18%
Neither Satisfied nor Dissatisfied
19%
Dissatisfied
11%
Very Dissatisfied
14%
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 Consumer Reports Customer Satisfaction
Consumer Reports's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by African American/Black customers.
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Ranked Consumer Reports Customer Satisfaction the Highest
Ranked Consumer Reports Customer Satisfaction the Lowest
Consumer Reports Customer Satisfaction Score by Gender
Female customers rated Consumer Reports's Customer Satisfaction score 11 points higher than Male customers.
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56 / 100
MaleVery Satisfied | 35% | |
|---|---|---|
Satisfied | 21% | |
Neither Satisfied nor Dissatisfied | 15% | |
Dissatisfied | 15% | |
Very Dissatisfied | 14% |
67 / 100
FemaleVery Satisfied | 48% | |
|---|---|---|
Satisfied | 19% | |
Neither Satisfied nor Dissatisfied | 14% | |
Dissatisfied | 7% | |
Very Dissatisfied | 12% |
Consumer Reports Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Consumer Reports' Customer Satisfaction (CSAT) score was rated 62% according to Caucasian users and customers.
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62 / 100
Very Satisfied
43%
Satisfied
19%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
13%
Very Dissatisfied
13%
CSAT according to Hispanic or Latino
Consumer Reports' Customer Satisfaction (CSAT) score was rated 67% according to Hispanic or Latino users and customers.
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67 / 100
Very Satisfied
0%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to African American/Black
Consumer Reports' Customer Satisfaction (CSAT) score was rated 0% according to African American/Black users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
67%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to Other
Consumer Reports' Customer Satisfaction (CSAT) score was rated 83% according to Other users and customers.
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83 / 100
Very Satisfied
67%
Satisfied
16%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
0%
Consumer Reports Customer Satisfaction Score by Age
Consumer Reports's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Consumer Reports.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 36-40 | 67% | |||||||||||||||
| 51-55 | 60% | |||||||||||||||
| 56-60 | 83% | |||||||||||||||
| 61-65 | 57% | |||||||||||||||
| 66+ | 59% |
Consumer Reports Customer Satisfaction Score by Usage
Consumer Reports's Customer Satisfaction score was rated the highest by customers who have used Consumer Reports's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Consumer Reports Customer Satisfaction Score by Industry
Consumer Reports's Customer Satisfaction score was rated the highest by Non-Profit industry customers, and the lowest by Construction industry customers.
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{
"title": "Consumer Reports Customer Satisfaction Score by Industry",
"text": "Consumer Reports's Customer Satisfaction score was rated the highest by Non-Profit industry customers, and the lowest by Construction industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 70,
"stars": 0,
"csatScore": 70,
"text": "Consumer Reports's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 70
},
{
"label": "Accounting",
"groupId": 495,
"score": 80,
"stars": 0,
"csatScore": 80,
"text": "Consumer Reports's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 80
},
{
"label": "Automotive and Transportation",
"groupId": 500,
"score": 33,
"stars": 0,
"csatScore": 33,
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"scoreClassName": "",
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},
{
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"groupId": 504,
"score": 33,
"stars": 0,
"csatScore": 33,
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"scoreClassName": "",
"scoreLabel": 33
},
{
"label": "Construction",
"groupId": 510,
"score": 33,
"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Education",
"groupId": 515,
"score": 72,
"stars": 0,
"csatScore": 72,
"text": "Consumer Reports's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 72
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 63,
"stars": 0,
"csatScore": 63,
"text": "Consumer Reports's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 63
},
{
"label": "Mechanical, Civil or Industrial Engineering",
"groupId": 536,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Consumer Reports's Customer Satisfaction score is rated by Mechanical, Civil or Industrial Engineering customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Non-Profit",
"groupId": 540,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Consumer Reports's Customer Satisfaction score is rated by Non-Profit customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
}
]
}Consumer Reports Customer Service
3.4/5
Consumer Reports has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
Sign Up to unlock Consumer Reports' overall Customer Service score rated by its users and customers.
About Consumer Reports's Customer Service
Address
Yonkers, NY
Website
http://www.consumerreports.org/
Phone Number
(914) 378-2000
Quick Insights into Consumer Reports Customer Service
Consumer Reports's Customer Service score was rated highest by customers from the Non-Profit industry, and rated lowest by customers from the Construction industry.
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Ranked Consumer Reports Customer Service the Highest
Ranked Consumer Reports Customer Service the Lowest
Consumer Reports Customer Service Score by Gender
Female customers rated Consumer Reports's Customer Service score 0.3 stars higher than Male customers.
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Male
3.3/5
Female
3.6/5
Consumer Reports Customer Service Score by Ethnicity
Consumer Reports's Customer Service score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Consumer Reports.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 3.1 | African American/Black | 3.1 |
Other 4.4 | Other | 4.4 |
Consumer Reports Customer Service Score by Age
Consumer Reports's Customer Service score was rated the highest by customers ages 56-60, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Consumer Reports.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
36-40 3.7 | 36-40 | 3.7 |
51-55 3.8 | 51-55 | 3.8 |
56-60 4.1 | 56-60 | 4.1 |
61-65 3.5 | 61-65 | 3.5 |
66+ 3.3 | 66+ | 3.3 |
Consumer Reports Customer Service Score by Usage
Consumer Reports's Customer Service score was rated the highest by customers who have used Consumer Reports's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Consumer Reports Customer Service Score by Industry
Consumer Reports's Customer Service score was rated the highest by Non-Profit industry customers, and the lowest by Construction industry customers.
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Consumer Reports as an Employer
3.0/5
Consumer Reports has a 3.0/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Consumer Reports scored a 4 for Net Promoter Score and a 21 for Employee Net Promoter Score. NPS gauges how likely a customer of Consumer Reports would recommend the brand to a friend. ENPS measures how likely Consumer Reports employees would recommend working at Consumer Reports to a friend.
Net Promoter Score
4
NPS Score
| 43% | Promoters |
|---|---|
| 18% | Passive |
| 39% | Detractors |
Employee Net Promoter Score
21
eNPS Score
| 54% | Promoters |
|---|---|
| 13% | Passive |
| 33% | Detractors |
