46
NPS
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Crisis Text Line
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About Crisis Text Line's Brand
Crisis Text Line is free, 24/7 emotional support for people in crisis.
Brand at a Glance
63%
Customer Loyalty
3.4/5
Product Quality
3.5/5
Pricing
3.3/5
Customer Service
Crisis Text Line NPS
Crisis Text Line's Net Promoter Score (NPS) is a 46 with 73% Promoters, 0% Passives, and 27% Detractors. Net Promoter Score tracks whether Crisis Text Line's customers would recommend using the product based on a scale of -100 to 100.
Crisis Text Line Overall NPS
| 73% | Promoters |
|---|---|
| 0% | Passives |
| 27% | Detractors |
Crisis Text Line NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2020 100 | Jun 2020 | 100 |
Oct 2020 100 | Oct 2020 | 100 |
Feb 2021 33 | Feb 2021 | 33 |
Apr 2021 50 | Apr 2021 | 50 |
Aug 2021 60 | Aug 2021 | 60 |
Mar 2022 67 | Mar 2022 | 67 |
Oct 2022 75 | Oct 2022 | 75 |
Nov 2022 55 | Nov 2022 | 55 |
May 2023 40 | May 2023 | 40 |
Apr 2024 45 | Apr 2024 | 45 |
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.
Crisis Text Line Customer Loyalty
63%
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.
63% of Crisis Text Line 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?"
Crisis Text Line Product Quality
3.4/5
Crisis Text Line has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
Sign Up to unlock Crisis Text Line's overall Product Quality score rated by its users and customers.
Crisis Text Line Product Information
Crisis Text Line’s product quality score is a 3.4 out of 5 as rated by its users and customers.
- Company Size
- 51-200 Employees
Industry
Tech
Non-Profit
Consumer Services
Enterprise
SaaS
Crisis Text Line Pricing
Crisis Text Line ROI & Value For Money
3.5/5
Crisis Text Line 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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Crisis Text Line Customer Satisfaction (CSAT)
Crisis Text Line Customer Satisfaction (CSAT) Score
50 / 100
Crisis Text Line has an overall Customer Satisfaction score of 50 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
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
17%
Very Dissatisfied
33%
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.
Crisis Text Line Customer Service
3.3/5
Crisis Text Line has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
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About Crisis Text Line's Customer Service
Address
19 W 21st St, New York City, NY 10001
Website
http://www.crisistextline.org/
Crisis Text Line's Social Links
Crisis Text Line as an Employer
2.6/5
Crisis Text Line has a 2.6/5 stars for its overall company culture rated by their employees
bottom
20%
Consumer vs. Employees
Crisis Text Line scored a 46 for Net Promoter Score and a -4 for Employee Net Promoter Score. NPS gauges how likely a customer of Crisis Text Line would recommend the brand to a friend. ENPS measures how likely Crisis Text Line employees would recommend working at Crisis Text Line to a friend.
Net Promoter Score
46
NPS Score
| 73% | Promoters |
|---|---|
| 0% | Passive |
| 27% | Detractors |
Employee Net Promoter Score
-4
eNPS Score
| 41% | Promoters |
|---|---|
| 14% | Passive |
| 45% | Detractors |
