9
NPS
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Exl Service
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About Exl Service's Brand
Brand at a Glance
83%
Customer Loyalty
3.1/5
Product Quality
2.8/5
Pricing
3/5
Customer Service
Exl Service NPS
Exl Service's Net Promoter Score (NPS) is a 9 with 45% Promoters, 19% Passives, and 36% Detractors. Net Promoter Score tracks whether Exl Service's customers would recommend using the product based on a scale of -100 to 100.
Exl Service Overall NPS
| 45% | Promoters |
|---|---|
| 19% | Passives |
| 36% | Detractors |
Exl Service NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2021 0 | Oct 2021 | 0 |
Feb 2022 50 | Feb 2022 | 50 |
Sep 2022 66 | Sep 2022 | 66 |
Oct 2022 20 | Oct 2022 | 20 |
Jan 2024 34 | Jan 2024 | 34 |
Mar 2024 13 | Mar 2024 | 13 |
Nov 2024 25 | Nov 2024 | 25 |
Oct 2025 11 | Oct 2025 | 11 |
Nov 2025 0 | Nov 2025 | 0 |
Dec 2025 9 | Dec 2025 | 9 |
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.
Exl Service Customer Loyalty
83%
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.
83% of Exl Service 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?"
Exl Service Product Quality
3.1/5
Exl Service has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Exl Service Product Information
Exl Service’s product quality score is a 3.1 out of 5 as rated by its users and customers.
- Website
- https://www.exlservice.com/
Exl Service Pricing
Exl Service ROI & Value For Money
2.8/5
Exl Service has a value for money and ROI score of 2.8 out of 5 stars rated by its users and customers.
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Exl Service Customer Satisfaction (CSAT)
Exl Service Customer Satisfaction (CSAT) Score
66 / 100
Exl Service has an overall Customer Satisfaction score of 66 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
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
17%
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.
Exl Service Customer Service
3/5
Exl Service has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
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About Exl Service's Customer Service
Website
https://www.exlservice.com/
Exl Service as an Employer
3.5/5
Exl Service has a 3.5/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Exl Service scored a 9 for Net Promoter Score and a 29 for Employee Net Promoter Score. NPS gauges how likely a customer of Exl Service would recommend the brand to a friend. ENPS measures how likely Exl Service employees would recommend working at Exl Service to a friend.
Net Promoter Score
9
NPS Score
| 45% | Promoters |
|---|---|
| 19% | Passive |
| 36% | Detractors |
Employee Net Promoter Score
29
eNPS Score
| 50% | Promoters |
|---|---|
| 29% | Passive |
| 21% | Detractors |
