-71
NPS
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Direct Energy
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About Direct Energy's Brand
Every day across North America, more than six million residential, business and services customers turn to Direct Energy for their
Brand at a Glance
65%
Customer Loyalty
1.7/5
Product Quality
1.6/5
Pricing
1.5/5
Customer Service
Direct Energy CMO
Direct Energy NPS
Direct Energy's Net Promoter Score (NPS) is a -71 with 12% Promoters, 5% Passives, and 83% Detractors. Net Promoter Score tracks whether Direct Energy's customers would recommend using the product based on a scale of -100 to 100.
Direct Energy Overall NPS
| 12% | Promoters |
|---|---|
| 5% | Passives |
| 83% | Detractors |
Direct Energy NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2024 -72 | Jul 2024 | -72 |
Aug 2024 -71 | Aug 2024 | -71 |
Sep 2024 -69 | Sep 2024 | -69 |
Nov 2024 -72 | Nov 2024 | -72 |
Dec 2024 -72 | Dec 2024 | -72 |
Feb 2025 -72 | Feb 2025 | -72 |
Mar 2025 -72 | Mar 2025 | -72 |
May 2025 -72 | May 2025 | -72 |
Jul 2025 -70 | Jul 2025 | -70 |
Aug 2025 -70 | Aug 2025 | -70 |
Sep 2025 -72 | Sep 2025 | -72 |
Dec 2025 -72 | Dec 2025 | -72 |
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.
Direct Energy NPS by Gender
Male customers rated Direct Energy's NPS 31 points higher than Female customers.
Male
-59
Direct Energy's NPS was rated -59 by Male customers on Comparably.
18%
Promoters
5%
Passives
77%
Detractors
Female
-90
Direct Energy's NPS was rated -90 by Female customers on Comparably.
3%
Promoters
4%
Passives
93%
Detractors
Direct Energy NPS by Ethnicity
Direct Energy's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -94 | Caucasian | -94 |
African American/Black -100 | African American/Black | -100 |
Asian or Pacific Islander 34 | Asian or Pacific Islander | 34 |
Other -100 | Other | -100 |
Direct Energy NPS by Age
Direct Energy's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Direct Energy NPS by Usage
Direct Energy's NPS was rated the highest by customers who have used Direct Energy's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -54 | Less than 1 Year | -54 |
1 to 2 Years -100 | 1 to 2 Years | -100 |
2 to 5 Years -43 | 2 to 5 Years | -43 |
5 to 10 Years -100 | 5 to 10 Years | -100 |
Over 10 Years -100 | Over 10 Years | -100 |
Direct Energy Customer Reviews
Out of the 12 Direct Energy customer reviews 0 were positive and 12 were constructive. Direct Energy customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
Direct Energy Customer Loyalty
65%
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.
65% of Direct Energy 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?"
Direct Energy Customer Loyalty Score by Gender
Male customers rated Direct Energy's Customer Loyalty score 13% higher than Female customers.
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Male
80%
Yes
Female
67%
Yes
Direct Energy Customer Loyalty Score by Ethnicity
Direct Energy's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Direct Energy.
62
out of 100
Caucasian
100
out of 100
African American/Black
100
out of 100
Asian or Pacific Islander
70
out of 100
Other
Direct Energy Customer Loyalty Score by Age
Direct Energy's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Direct Energy.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
36-40 74% | 36-40 | 74% |
46-50 82% | 46-50 | 82% |
51-55 61% | 51-55 | 61% |
56-60 50% | 56-60 | 50% |
61-65 87% | 61-65 | 87% |
66+ 66% | 66+ | 66% |
Direct Energy Customer Loyalty Score by Usage
Direct Energy's Customer Loyalty score was rated the highest by customers who have used Direct Energy's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Direct Energy Customer Loyalty Score by Industry
Direct Energy's Customer Loyalty score was rated the highest by Energy and Manufacturing industry customers, and the lowest by Consumer Services industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Direct Energy Product Quality
1.7/5
Direct Energy has an overall Product Quality score of 1.7 out of 5 stars rated by its users and customers.
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Direct Energy Product Information
Direct Energy’s product quality score is a 1.7 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Direct Energy's product the highest. Reviewers from the Accounting industry rated Direct Energy the lowest at 1.5.
- Website
- http://www.directenergy.com
- Company Size
- 1,001-5,000 Employees
Industry
Energy
Quick Insights into Direct Energy Product Quality
Direct Energy's Product Quality score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Retail industry.
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Ranked Direct Energy Product Quality the Highest
Ranked Direct Energy Product Quality the Lowest
Direct Energy Product Quality Score by Gender
Male customers rated Direct Energy's Product Quality score 0.5 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Direct Energy.
Male
2/5
Female
1.5/5
Direct Energy Product Quality Score by Ethnicity
Direct Energy's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Direct Energy.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 1.5 | Other | 1.5 |
Direct Energy Product Quality Score by Age
Direct Energy's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Direct Energy.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.6 | 18-25 | 1.6 |
36-40 1.5 | 36-40 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.6 | 61-65 | 1.6 |
66+ 1.6 | 66+ | 1.6 |
Direct Energy Product Quality Score by Usage
Direct Energy's Product Quality score was rated the highest by customers who have used Direct Energy's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Direct Energy Product Quality Score by Industry
Direct Energy's Product Quality score was rated the highest by Tech industry customers, and the lowest by Retail industry customers.
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Direct Energy Pricing
Direct Energy ROI & Value For Money
1.6/5
Direct Energy has a value for money and ROI score of 1.6 out of 5 stars rated by its users and customers.
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Direct Energy 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 Retail industry. The users from the Accounting industry think that they had the lowest ROI from Direct Energy.
Quick Insights into Direct Energy ROI
Direct Energy's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Tech industry.
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Ranked Direct Energy ROI the Highest
Ranked Direct Energy ROI the Lowest
Direct Energy ROI Score by Gender
Male customers rated Direct Energy's ROI score 0.4 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Direct Energy.
Male
1.9/5
Female
1.5/5
Direct Energy ROI Score by Ethnicity
Direct Energy's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Direct Energy.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 2.2 | African American/Black | 2.2 |
Asian or Pacific Islander 3.6 | Asian or Pacific Islander | 3.6 |
Other 1.5 | Other | 1.5 |
Direct Energy ROI Score by Age
Direct Energy's ROI score was rated the highest by customers ages 61-65, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Direct Energy.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.1 | 18-25 | 2.1 |
36-40 1.5 | 36-40 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.6 | 51-55 | 1.6 |
56-60 1.5 | 56-60 | 1.5 |
61-65 2.5 | 61-65 | 2.5 |
66+ 1.5 | 66+ | 1.5 |
Direct Energy ROI Score by Usage
Direct Energy's ROI score was rated the highest by customers who have used Direct Energy's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Direct Energy ROI Score by Industry
Direct Energy's ROI score was rated the highest by Retail industry customers, and the lowest by Tech industry customers.
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Direct Energy Customer Satisfaction (CSAT)
Direct Energy Customer Satisfaction (CSAT) Score
9 / 100
Direct Energy has an overall Customer Satisfaction score of 9 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
6%
Satisfied
3%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
15%
Very Dissatisfied
63%
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 Direct Energy Customer Satisfaction
Direct Energy's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Direct Energy Customer Satisfaction the Highest
Ranked Direct Energy Customer Satisfaction the Lowest
Direct Energy Customer Satisfaction Score by Gender
Male customers rated Direct Energy's Customer Satisfaction score 8 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Direct Energy.
11 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 22% | |
Dissatisfied | 17% | |
Very Dissatisfied | 50% |
3 / 100
FemaleVery Satisfied | 3% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 14% | |
Dissatisfied | 14% | |
Very Dissatisfied | 69% |
Direct Energy Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Direct Energy's Customer Satisfaction (CSAT) score was rated 4% according to Caucasian users and customers.
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4 / 100
Very Satisfied
0%
Satisfied
4%
Neither Satisfied nor Dissatisfied
21%
Dissatisfied
18%
Very Dissatisfied
57%
CSAT according to African American/Black
Direct Energy's 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
20%
Dissatisfied
20%
Very Dissatisfied
60%
CSAT according to Asian or Pacific Islander
Direct Energy's Customer Satisfaction (CSAT) score was rated 33% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Direct Energy.
33 / 100
Very Satisfied
0%
Satisfied
33%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
34%
CSAT according to Other
Direct Energy's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Direct Energy.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
11%
Very Dissatisfied
89%
Direct Energy Customer Satisfaction Score by Age
Direct Energy's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Direct Energy.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 33% | |||||||||||||||
| 36-40 | 0% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 16% | |||||||||||||||
| 56-60 | 0% | |||||||||||||||
| 61-65 | 0% | |||||||||||||||
| 66+ | 0% |
Direct Energy Customer Satisfaction Score by Usage
Direct Energy's Customer Satisfaction score was rated the highest by customers who have used Direct Energy's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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Direct Energy Customer Satisfaction Score by Industry
Direct Energy's Customer Satisfaction score was rated 0 points by both Accounting and Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Direct Energy Customer Satisfaction Score by Industry",
"text": "Direct Energy's Customer Satisfaction score was rated 0 points by both Accounting and Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Direct Energy's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 0
},
{
"label": "Accounting",
"groupId": 495,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Direct Energy's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 0
},
{
"label": "Education",
"groupId": 515,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Direct Energy's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 0
},
{
"label": "Energy and Manufacturing",
"groupId": 541,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Direct Energy's Customer Satisfaction score is rated by Energy and Manufacturing customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 0
},
{
"label": "Retail",
"groupId": 559,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "Direct Energy's Customer Satisfaction score is rated by Retail customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 0
}
]
}Direct Energy Customer Service
1.5/5
Direct Energy has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Direct Energy's overall Customer Service score rated by its users and customers.
About Direct Energy's Customer Service
Address
12 Greenway Plaza, Suite 250, Houston, TX
Website
http://www.directenergy.com
Phone Number
7138773554
Quick Insights into Direct Energy Customer Service
Direct Energy's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Retail industry.
Sign Up to unlock insights into how customers have ranked Direct Energy's Customer Service score.
Ranked Direct Energy Customer Service the Highest
Ranked Direct Energy Customer Service the Lowest
Direct Energy Customer Service Score by Gender
Male customers rated Direct Energy's Customer Service score 0.4 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Direct Energy.
Male
1.9/5
Female
1.5/5
Direct Energy Customer Service Score by Ethnicity
Direct Energy's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Direct Energy.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 1.5 | Other | 1.5 |
Direct Energy Customer Service Score by Age
Direct Energy's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Direct Energy.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 1.8 | 18-25 | 1.8 |
36-40 1.5 | 36-40 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Direct Energy Customer Service Score by Usage
Direct Energy's Customer Service score was rated the highest by customers who have used Direct Energy's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Direct Energy Customer Service Score by Industry
Direct Energy's Customer Service score was rated the highest by Tech industry customers, and the lowest by Retail industry customers.
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Direct Energy as an Employer
2.5/5
Direct Energy has a 2.5/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Direct Energy scored a -71 for Net Promoter Score and a -24 for Employee Net Promoter Score. NPS gauges how likely a customer of Direct Energy would recommend the brand to a friend. ENPS measures how likely Direct Energy employees would recommend working at Direct Energy to a friend.
Net Promoter Score
-71
NPS Score
| 12% | Promoters |
|---|---|
| 5% | Passive |
| 83% | Detractors |
Employee Net Promoter Score
-24
eNPS Score
| 38% | Promoters |
|---|---|
| 0% | Passive |
| 62% | Detractors |
