-46
NPS
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Encore Capital Group
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About Encore Capital Group's Brand
Encore is engaged in consumer debt buying and recovery.
Brand at a Glance
54%
Customer Loyalty
2.3/5
Product Quality
2.1/5
Pricing
2/5
Customer Service
Encore Capital Group NPS
Encore Capital Group's Net Promoter Score (NPS) is a -46 with 23% Promoters, 8% Passives, and 69% Detractors. Net Promoter Score tracks whether Encore Capital Group's customers would recommend using the product based on a scale of -100 to 100.
Encore Capital Group Overall NPS
| 23% | Promoters |
|---|---|
| 8% | Passives |
| 69% | Detractors |
Encore Capital Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2021 50 | Apr 2021 | 50 |
Feb 2022 0 | Feb 2022 | 0 |
Aug 2022 -25 | Aug 2022 | -25 |
Sep 2022 -40 | Sep 2022 | -40 |
Jan 2023 -57 | Jan 2023 | -57 |
Feb 2023 -63 | Feb 2023 | -63 |
Oct 2023 -44 | Oct 2023 | -44 |
Dec 2023 -50 | Dec 2023 | -50 |
Apr 2024 -54 | Apr 2024 | -54 |
Jun 2024 -59 | Jun 2024 | -59 |
Sep 2024 -46 | Sep 2024 | -46 |
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.
Encore Capital Group NPS by Gender
Encore Capital Group's NPS was rated 34 by Male customers on Comparably.
Male
34
Encore Capital Group's NPS was rated 34 by Male customers on Comparably.
67%
Promoters
0%
Passives
33%
Detractors
Female
N/A
Encore Capital Group's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Encore Capital Group NPS by Ethnicity
Encore Capital Group's NPS was rated -34 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -34 | Caucasian | -34 |
Encore Capital Group NPS by Usage
Encore Capital Group's NPS was rated -34 points by customers who have used Encore Capital Group's products/services for Less than 1 Year.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -34 | Less than 1 Year | -34 |
Encore Capital Group Customer Reviews
Out of the 2 Encore Capital Group customer reviews 0 were positive and 2 were constructive. Encore Capital Group customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
Encore Capital Group Customer Loyalty
54%
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.
54% of Encore Capital Group 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?"
Encore Capital Group Customer Loyalty Score by Gender
Encore Capital Group's Customer Loyalty score was rated 40 by Male customers on Comparably.
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Male
40%
Yes
Female
N/A
Yes
Encore Capital Group Customer Loyalty Score by Ethnicity
Encore Capital Group's Customer Loyalty score was rated 40% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Encore Capital Group.
40
out of 100
Caucasian
Encore Capital Group Customer Loyalty Score by Usage
Encore Capital Group's Customer Loyalty score was rated 10% by customers who have used Encore Capital Group's products/services for Less than 1 Year.
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.
Encore Capital Group Product Quality
2.3/5
Encore Capital Group has an overall Product Quality score of 2.3 out of 5 stars rated by its users and customers.
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Encore Capital Group Product Information
Encore Capital Group’s product quality score is a 2.3 out of 5 as rated by its users and customers.
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Banking
FinTech
Quick Insights into Encore Capital Group Product Quality
Encore Capital Group's Product Quality score was rated highest by Male customers.
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Ranked Encore Capital Group Product Quality the Highest
Encore Capital Group Product Quality Score by Gender
Encore Capital Group's Product Quality score was rated 2.6 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Encore Capital Group.
Male
2.6/5
Female
N/A
Encore Capital Group Product Quality Score by Ethnicity
Encore Capital Group's Product Quality score was rated 1.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Encore Capital Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Encore Capital Group Product Quality Score by Usage
Encore Capital Group's Product Quality score was rated 2 stars by customers who have used Encore Capital Group's products/services for Less than 1 Year.
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Encore Capital Group Pricing
Encore Capital Group ROI & Value For Money
2.1/5
Encore Capital Group has a value for money and ROI score of 2.1 out of 5 stars rated by its users and customers.
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Quick Insights into Encore Capital Group ROI
Encore Capital Group's ROI score was rated highest by Male customers.
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Ranked Encore Capital Group ROI the Highest
Encore Capital Group ROI Score by Gender
Encore Capital Group's ROI score was rated 3.3 by Male customers on Comparably.
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Male
3.3/5
Female
N/A
Encore Capital Group ROI Score by Ethnicity
Encore Capital Group's ROI score was rated 2.1 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Encore Capital Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
Encore Capital Group ROI Score by Usage
Encore Capital Group's ROI score was rated 1.6 stars by customers who have used Encore Capital Group's products/services for Less than 1 Year.
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Encore Capital Group Customer Satisfaction (CSAT)
Encore Capital Group Customer Satisfaction (CSAT) Score
33 / 100
Encore Capital Group has an overall Customer Satisfaction score of 33 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
11%
Satisfied
22%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
0%
Very Dissatisfied
56%
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 Encore Capital Group Customer Satisfaction
Encore Capital Group's Customer Satisfaction score was rated highest by Male customers.
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Ranked Encore Capital Group Customer Satisfaction the Highest
Encore Capital Group Customer Satisfaction Score by Gender
Encore Capital Group's Customer Satisfaction score was rated 67 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Encore Capital Group.
67 / 100
MaleVery Satisfied | 34% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
Encore Capital Group Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Encore Capital Group's Customer Satisfaction (CSAT) score was rated 33% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Encore Capital Group.
33 / 100
Very Satisfied
0%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
Encore Capital Group Customer Satisfaction Score by Usage
Encore Capital Group's Customer Satisfaction score was rated 33 points by customers who have used Encore Capital Group's products/services for Less than 1 Year.
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Encore Capital Group Customer Service
2/5
Encore Capital Group has an overall Customer Service score of 2 out of 5 stars rated by its users and customers.
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About Encore Capital Group's Customer Service
Address
San Diego, CA
Website
http://www.encorecapital.com/
Quick Insights into Encore Capital Group Customer Service
Encore Capital Group's Customer Service score was rated highest by Male customers.
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Ranked Encore Capital Group Customer Service the Highest
Encore Capital Group Customer Service Score by Gender
Encore Capital Group's Customer Service score was rated 3.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Encore Capital Group.
Male
3.5/5
Female
N/A
Encore Capital Group Customer Service Score by Ethnicity
Encore Capital Group's Customer Service score was rated 2.1 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Encore Capital Group.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
Encore Capital Group Customer Service Score by Usage
Encore Capital Group's Customer Service score was rated 1.8 stars by customers who have used Encore Capital Group's products/services for Less than 1 Year.
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Encore Capital Group as an Employer
3.4/5
Encore Capital Group has a 3.4/5 stars for its overall company culture rated by their employees
bottom
30%
Consumer vs. Employees
Encore Capital Group scored a -46 for Net Promoter Score and a -4 for Employee Net Promoter Score. NPS gauges how likely a customer of Encore Capital Group would recommend the brand to a friend. ENPS measures how likely Encore Capital Group employees would recommend working at Encore Capital Group to a friend.
Net Promoter Score
-46
NPS Score
| 23% | Promoters |
|---|---|
| 8% | Passive |
| 69% | Detractors |
Employee Net Promoter Score
-4
eNPS Score
| 40% | Promoters |
|---|---|
| 16% | Passive |
| 44% | Detractors |
