43
NPS
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Ellie Mae
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About Ellie Mae's Brand
Ellie Mae provides enterprise-level, on-demand automated solutions for the residential mortgage industry.
Brand at a Glance
84%
Customer Loyalty
3.7/5
Product Quality
3.7/5
Pricing
4/5
Customer Service
Ellie Mae CMO
Susan Beermann
Susan Beermann serves as the Chief Marketing Officer of Ellie Mae. Susan started at Ellie Mae in November of 2012. Susan currently resides in the San Francisco Bay Area.
Ellie Mae NPS
Ellie Mae's Net Promoter Score (NPS) is a 43 with 64% Promoters, 15% Passives, and 21% Detractors. Net Promoter Score tracks whether Ellie Mae's customers would recommend using the product based on a scale of -100 to 100.
Ellie Mae Overall NPS
| 64% | Promoters |
|---|---|
| 15% | Passives |
| 21% | Detractors |
Ellie Mae NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2020 -100 | Apr 2020 | -100 |
Aug 2020 0 | Aug 2020 | 0 |
Sep 2020 50 | Sep 2020 | 50 |
Dec 2020 40 | Dec 2020 | 40 |
May 2021 49 | May 2021 | 49 |
Aug 2021 57 | Aug 2021 | 57 |
Nov 2021 50 | Nov 2021 | 50 |
Dec 2021 55 | Dec 2021 | 55 |
Jan 2022 60 | Jan 2022 | 60 |
Jul 2022 45 | Jul 2022 | 45 |
Oct 2022 38 | Oct 2022 | 38 |
Feb 2025 43 | Feb 2025 | 43 |
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.
Ellie Mae Customer Loyalty
84%
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.
84% of Ellie Mae 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?"
Ellie Mae Customer Loyalty Score by Industry
Ellie Mae's Customer Loyalty score was rated 100% by Tech 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.
Ellie Mae Product Quality
3.7/5
Ellie Mae has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Ellie Mae Product Information
Ellie Mae’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Ellie Mae's product the highest.
- Website
- http://www.elliemae.com
- Company Size
- 1,001-5,000 Employees
Industry
Ecommerce and Marketplaces
FinTech
Marketplaces
SaaS
Quick Insights into Ellie Mae Product Quality
Ellie Mae's Product Quality score was rated highest by customers from the Tech industry.
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Ranked Ellie Mae Product Quality the Highest
Ellie Mae Product Quality Score by Industry
Ellie Mae's Product Quality score was rated 3.8 stars by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Ellie Mae Pricing
Ellie Mae ROI & Value For Money
3.7/5
Ellie Mae has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Ellie Mae 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 Tech industry.
Quick Insights into Ellie Mae ROI
Ellie Mae's ROI score was rated highest by customers from the Tech industry.
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Ranked Ellie Mae ROI the Highest
Ellie Mae ROI Score by Industry
Ellie Mae's ROI score was rated 3.8 stars by Tech industry customers.
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Ellie Mae Customer Satisfaction (CSAT)
Ellie Mae Customer Satisfaction (CSAT) Score
60 / 100
Ellie Mae has an overall Customer Satisfaction score of 60 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
20%
Satisfied
40%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
20%
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.
Ellie Mae Customer Service
4/5
Ellie Mae has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Ellie Mae's Customer Service
Address
4155 Hopyard Road, Suite 200, Pleasanton, CA 94588
Website
http://www.elliemae.com
Phone Number
(925) 227-7000
Quick Insights into Ellie Mae Customer Service
Ellie Mae's Customer Service score was rated highest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked Ellie Mae's Customer Service score.
Ranked Ellie Mae Customer Service the Highest
Ellie Mae Customer Service Score by Industry
Ellie Mae's Customer Service score was rated 3.8 stars by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
Ellie Mae as an Employer
4.1/5
Ellie Mae has a 4.1/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Ellie Mae scored a 43 for Net Promoter Score and a -17 for Employee Net Promoter Score. NPS gauges how likely a customer of Ellie Mae would recommend the brand to a friend. ENPS measures how likely Ellie Mae employees would recommend working at Ellie Mae to a friend.
Net Promoter Score
43
NPS Score
| 64% | Promoters |
|---|---|
| 15% | Passive |
| 21% | Detractors |
Employee Net Promoter Score
-17
eNPS Score
| 26% | Promoters |
|---|---|
| 31% | Passive |
| 43% | Detractors |
