11
NPS
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EMD Serono
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About EMD Serono's Brand
EMD Serono, Inc. discovers and develops biopharmaceutical products. The company focuses on specialized areas, such as neurodegenerative
Brand at a Glance
87%
Customer Loyalty
3.5/5
Product Quality
3/5
Pricing
3.2/5
Customer Service
EMD Serono NPS
EMD Serono's Net Promoter Score (NPS) is a 11 with 44% Promoters, 23% Passives, and 33% Detractors. Net Promoter Score tracks whether EMD Serono's customers would recommend using the product based on a scale of -100 to 100.
EMD Serono Overall NPS
| 44% | Promoters |
|---|---|
| 23% | Passives |
| 33% | Detractors |
EMD Serono NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2020 100 | Jul 2020 | 100 |
Aug 2021 100 | Aug 2021 | 100 |
Nov 2021 33 | Nov 2021 | 33 |
Apr 2022 25 | Apr 2022 | 25 |
Feb 2023 0 | Feb 2023 | 0 |
Apr 2023 -17 | Apr 2023 | -17 |
Jun 2023 -1 | Jun 2023 | -1 |
Oct 2024 13 | Oct 2024 | 13 |
Oct 2025 11 | Oct 2025 | 11 |
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.
EMD Serono Customer Loyalty
87%
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.
87% of EMD Serono 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?"
EMD Serono Product Quality
3.5/5
EMD Serono has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock EMD Serono's overall Product Quality score rated by its users and customers.
EMD Serono Product Information
EMD Serono’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Website
- http://www.emdserono.com
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Biotech and Pharmaceuticals
Healthcare
EMD Serono Pricing
EMD Serono ROI & Value For Money
3/5
EMD Serono has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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EMD Serono Customer Satisfaction (CSAT)
EMD Serono Customer Satisfaction (CSAT) Score
72 / 100
EMD Serono has an overall Customer Satisfaction score of 72 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
14%
Satisfied
58%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
14%
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.
EMD Serono Customer Service
3.2/5
EMD Serono has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About EMD Serono's Customer Service
Address
One Technology Place, Rockland, MA
Website
http://www.emdserono.com
Phone Number
781-982-9000
EMD Serono as an Employer
Consumer vs. Employees
EMD Serono scored a 11 for Net Promoter Score and a -51 for Employee Net Promoter Score. NPS gauges how likely a customer of EMD Serono would recommend the brand to a friend. ENPS measures how likely EMD Serono employees would recommend working at EMD Serono to a friend.
Net Promoter Score
11
NPS Score
| 44% | Promoters |
|---|---|
| 23% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-51
eNPS Score
| 16% | Promoters |
|---|---|
| 17% | Passive |
| 67% | Detractors |
