23
NPS
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Cosi
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About Cosi's Brand
Center of Science and Industry in Columbus, OH
Brand at a Glance
72%
Customer Loyalty
4/5
Product Quality
3.6/5
Pricing
3.9/5
Customer Service
Cosi NPS
Cosi's Net Promoter Score (NPS) is a 23 with 56% Promoters, 11% Passives, and 33% Detractors. Net Promoter Score tracks whether Cosi's customers would recommend using the product based on a scale of -100 to 100.
Cosi Overall NPS
| 56% | Promoters |
|---|---|
| 11% | Passives |
| 33% | Detractors |
Cosi NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2021 100 | Oct 2021 | 100 |
Mar 2022 0 | Mar 2022 | 0 |
May 2022 33 | May 2022 | 33 |
Aug 2023 50 | Aug 2023 | 50 |
Oct 2023 60 | Oct 2023 | 60 |
Jan 2026 22 | Jan 2026 | 22 |
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.
Cosi Customer Loyalty
72%
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.
72% of Cosi 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?"
Cosi Product Quality
4/5
Cosi has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Cosi Product Information
Cosi’s product quality score is a 4 out of 5 as rated by its users and customers.
- Website
- http://www.cosi.org/
- Company Size
- 201-500 Employees
Industry
Tech
Food & Beverages
Cosi Pricing
Cosi ROI & Value For Money
3.6/5
Cosi has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Cosi Customer Satisfaction (CSAT)
Cosi Customer Satisfaction (CSAT) Score
86 / 100
Cosi has an overall Customer Satisfaction score of 86 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
72%
Satisfied
14%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
0%
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.
Cosi Customer Service
3.9/5
Cosi has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About Cosi's Customer Service
Address
333 W Broad St, Columbus, OH 43215
Website
http://www.cosi.org/
Phone Number
+1 (614) 228-2674
Cosi as an Employer
3.9/5
Cosi has a 3.9/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Cosi scored a 23 for Net Promoter Score and a -60 for Employee Net Promoter Score. NPS gauges how likely a customer of Cosi would recommend the brand to a friend. ENPS measures how likely Cosi employees would recommend working at Cosi to a friend.
Net Promoter Score
23
NPS Score
| 56% | Promoters |
|---|---|
| 11% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-60
eNPS Score
| 0% | Promoters |
|---|---|
| 40% | Passive |
| 60% | Detractors |
