-50
NPS
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Encyclopedia Britannica
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About Encyclopedia Britannica's Brand
For 250 years, Encyclopaedia Britannica has reimagined how the world discovers, learns, and shares. For the next 250 years, we will continue to create innovative learning experiences, underpinned by credible content, and put them in the hands of lifelong learners across the globe
Brand at a Glance
10%
Customer Loyalty
2.2/5
Product Quality
1.5/5
Pricing
1.5/5
Customer Service
Encyclopedia Britannica NPS
Encyclopedia Britannica's Net Promoter Score (NPS) is a -50 with 25% Promoters, 0% Passives, and 75% Detractors. Net Promoter Score tracks whether Encyclopedia Britannica's customers would recommend using the product based on a scale of -100 to 100.
Encyclopedia Britannica Overall NPS
| 25% | Promoters |
|---|---|
| 0% | Passives |
| 75% | Detractors |
Encyclopedia Britannica NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2022 -100 | Sep 2022 | -100 |
Dec 2022 0 | Dec 2022 | 0 |
Jan 2024 -33 | Jan 2024 | -33 |
Nov 2024 -50 | Nov 2024 | -50 |
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.
Encyclopedia Britannica Customer Loyalty
10%
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.
10% of Encyclopedia Britannica 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?"
Encyclopedia Britannica Product Quality
2.2/5
Encyclopedia Britannica has an overall Product Quality score of 2.2 out of 5 stars rated by its users and customers.
Sign Up to unlock Encyclopedia Britannica's overall Product Quality score rated by its users and customers.
Encyclopedia Britannica Product Information
Encyclopedia Britannica’s product quality score is a 2.2 out of 5 as rated by its users and customers.
- Website
- http://www.britannica.com/
- Company Size
- 201-500 Employees
Industry
Education
Encyclopedia Britannica Pricing
Encyclopedia Britannica ROI & Value For Money
1.5/5
Encyclopedia Britannica has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
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Encyclopedia Britannica Customer Satisfaction (CSAT)
Encyclopedia Britannica Customer Satisfaction (CSAT) Score
25 / 100
Encyclopedia Britannica has an overall Customer Satisfaction score of 25 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
0%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
50%
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.
Encyclopedia Britannica Customer Service
1.5/5
Encyclopedia Britannica has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
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About Encyclopedia Britannica's Customer Service
Address
325 North LaSalle Street, Chicago, IL 60654
Website
http://www.britannica.com/
Phone Number
312-347-7000
Encyclopedia Britannica as an Employer
Consumer vs. Employees
Encyclopedia Britannica scored a -50 for Net Promoter Score and a 37 for Employee Net Promoter Score. NPS gauges how likely a customer of Encyclopedia Britannica would recommend the brand to a friend. ENPS measures how likely Encyclopedia Britannica employees would recommend working at Encyclopedia Britannica to a friend.
Net Promoter Score
-50
NPS Score
| 25% | Promoters |
|---|---|
| 0% | Passive |
| 75% | Detractors |
Employee Net Promoter Score
37
eNPS Score
| 62% | Promoters |
|---|---|
| 13% | Passive |
| 25% | Detractors |
