38
NPS
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Critical Mass
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About Critical Mass' Brand
Critical Mass is a Digital Experience Design Agency with a relentless focus on the customer.
Brand at a Glance
72%
Customer Loyalty
3.7/5
Product Quality
3.6/5
Pricing
3.8/5
Customer Service
Critical Mass NPS
Critical Mass's Net Promoter Score (NPS) is a 38 with 69% Promoters, 0% Passives, and 31% Detractors. Net Promoter Score tracks whether Critical Mass's customers would recommend using the product based on a scale of -100 to 100.
Critical Mass Overall NPS
| 69% | Promoters |
|---|---|
| 0% | Passives |
| 31% | Detractors |
Critical Mass NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2021 100 | Sep 2021 | 100 |
Apr 2022 100 | Apr 2022 | 100 |
May 2022 100 | May 2022 | 100 |
Jun 2022 100 | Jun 2022 | 100 |
Jul 2023 100 | Jul 2023 | 100 |
Dec 2023 71 | Dec 2023 | 71 |
Feb 2024 50 | Feb 2024 | 50 |
Oct 2024 55 | Oct 2024 | 55 |
Nov 2024 60 | Nov 2024 | 60 |
Jan 2025 45 | Jan 2025 | 45 |
Feb 2025 33 | Feb 2025 | 33 |
Mar 2025 39 | Mar 2025 | 39 |
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.
Critical Mass 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 Critical Mass 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?"
Critical Mass Product Quality
3.7/5
Critical Mass has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Critical Mass' overall Product Quality score rated by its users and customers.
Critical Mass Product Information
Critical Mass’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Website
- http://www.criticalmass.com/
- Company Size
- 501-1,000 Employees
Critical Mass Pricing
Critical Mass ROI & Value For Money
3.6/5
Critical Mass 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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Critical Mass Customer Satisfaction (CSAT)
Critical Mass Customer Satisfaction (CSAT) Score
63 / 100
Critical Mass has an overall Customer Satisfaction score of 63 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
27%
Satisfied
36%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
9%
Very Dissatisfied
19%
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.
Critical Mass Customer Service
3.8/5
Critical Mass has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Critical Mass's Customer Service
Address
1011 9th Avenue SE, Alberta, AL T2G 0H7
Website
http://www.criticalmass.com/
Phone Number
(312) 288-2500
Critical Mass's Social Links
Critical Mass as an Employer
3.3/5
Critical Mass has a 3.3/5 stars for its overall company culture rated by their employees
top
50%
Consumer vs. Employees
Critical Mass scored a 38 for Net Promoter Score and a 2 for Employee Net Promoter Score. NPS gauges how likely a customer of Critical Mass would recommend the brand to a friend. ENPS measures how likely Critical Mass employees would recommend working at Critical Mass to a friend.
Net Promoter Score
38
NPS Score
| 69% | Promoters |
|---|---|
| 0% | Passive |
| 31% | Detractors |
Employee Net Promoter Score
2
eNPS Score
| 40% | Promoters |
|---|---|
| 22% | Passive |
| 38% | Detractors |
