-27
NPS
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Experian
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About Experian's Brand
Experian is the world’s leading global information services company. During life’s big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime. We have 21k+ people operating across 43 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.
Brand at a Glance
65%
Customer Loyalty
2.8/5
Product Quality
2.7/5
Pricing
2.7/5
Customer Service
Experian NPS
Experian's Net Promoter Score (NPS) is a -27 with 30% Promoters, 13% Passives, and 57% Detractors. Net Promoter Score tracks whether Experian's customers would recommend using the product based on a scale of -100 to 100.
Experian Overall NPS
| 30% | Promoters |
|---|---|
| 13% | Passives |
| 57% | Detractors |
Experian NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2024 -22 | Feb 2024 | -22 |
Mar 2024 -20 | Mar 2024 | -20 |
Apr 2024 -18 | Apr 2024 | -18 |
Jun 2024 -21 | Jun 2024 | -21 |
Jul 2024 -17 | Jul 2024 | -17 |
Aug 2024 -20 | Aug 2024 | -20 |
Oct 2024 -22 | Oct 2024 | -22 |
Jan 2025 -22 | Jan 2025 | -22 |
Mar 2025 -24 | Mar 2025 | -24 |
May 2025 -25 | May 2025 | -25 |
Sep 2025 -27 | Sep 2025 | -27 |
Jan 2026 -27 | Jan 2026 | -27 |
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.
Experian NPS by Gender
Male customers rated Experian's NPS 12 points higher than Female customers.
Male
-33
Experian's NPS was rated -33 by Male customers on Comparably.
28%
Promoters
11%
Passives
61%
Detractors
Female
-45
Experian's NPS was rated -45 by Female customers on Comparably.
22%
Promoters
11%
Passives
67%
Detractors
Experian NPS by Ethnicity
Experian's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -70 | Caucasian | -70 |
Hispanic or Latino -60 | Hispanic or Latino | -60 |
African American/Black 40 | African American/Black | 40 |
Asian or Pacific Islander -34 | Asian or Pacific Islander | -34 |
Other -66 | Other | -66 |
Experian NPS by Age
Experian's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Experian NPS by Usage
Experian's NPS was rated the highest by customers who have used Experian's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 0 | Less than 1 Year | 0 |
1 to 2 Years -51 | 1 to 2 Years | -51 |
2 to 5 Years -16 | 2 to 5 Years | -16 |
5 to 10 Years -100 | 5 to 10 Years | -100 |
Over 10 Years -45 | Over 10 Years | -45 |
Experian Customer Reviews
Out of the 5 Experian customer reviews 2 were positive and 3 were constructive. Experian customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Experian Customer Loyalty
65%
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.
65% of Experian 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?"
Experian Customer Loyalty Score by Gender
Female customers rated Experian's Customer Loyalty score 5% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Experian.
Male
65%
Yes
Female
70%
Yes
Experian Customer Loyalty Score by Ethnicity
Experian's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Experian.
55
out of 100
Caucasian
46
out of 100
Hispanic or Latino
100
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
55
out of 100
Other
Experian Customer Loyalty Score by Age
Experian's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Experian.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
31-35 82% | 31-35 | 82% |
36-40 82% | 36-40 | 82% |
41-45 70% | 41-45 | 70% |
51-55 40% | 51-55 | 40% |
56-60 100% | 56-60 | 100% |
61-65 40% | 61-65 | 40% |
66+ 61% | 66+ | 61% |
Experian Customer Loyalty Score by Usage
Experian's Customer Loyalty score was rated the highest by customers who have used Experian's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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.
Experian Customer Loyalty Score by Industry
Experian's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest 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.
Experian Product Quality
2.8/5
Experian has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.
Sign Up to unlock Experian's overall Product Quality score rated by its users and customers.
Experian Product Information
Experian’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Experian's product the highest. Reviewers from the Accounting industry rated Experian the lowest at 2.
- Website
- http://www.experian.com
- Company Size
- 10,000+ Employees
Industry
Banking and Financial Services
Quick Insights into Experian Product Quality
Experian's Product Quality score was rated highest by customers ages 31-35, and rated lowest by Hispanic or Latino customers.
Sign Up to unlock insights into how customers have ranked Experian's Product Quality.
Ranked Experian Product Quality the Highest
Ranked Experian Product Quality the Lowest
Experian Product Quality Score by Gender
Male customers rated Experian's Product Quality score 0.1 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Experian.
Male
2.6/5
Female
2.5/5
Experian Product Quality Score by Ethnicity
Experian's Product Quality score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Experian.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 4.8 | African American/Black | 4.8 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Other 1.7 | Other | 1.7 |
Experian Product Quality Score by Age
Experian's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Experian.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
31-35 4.8 | 31-35 | 4.8 |
36-40 2.3 | 36-40 | 2.3 |
41-45 2 | 41-45 | 2 |
51-55 2 | 51-55 | 2 |
56-60 3.1 | 56-60 | 3.1 |
61-65 2.3 | 61-65 | 2.3 |
66+ 1.5 | 66+ | 1.5 |
Experian Product Quality Score by Usage
Experian's Product Quality score was rated the highest by customers who have used Experian's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Experian Product Quality Score by Industry
Experian's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Experian Pricing
Experian ROI & Value For Money
2.7/5
Experian has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Experian's overall ROI score rated by its users and customers.
Experian 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 Banking and Financial Services industry. The users from the Accounting industry think that they had the lowest ROI from Experian.
Quick Insights into Experian ROI
Experian's ROI score was rated highest by customers ages 18-25, and rated lowest by Other customers.
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Ranked Experian ROI the Highest
Ranked Experian ROI the Lowest
Experian ROI Score by Gender
Male customers rated Experian's ROI score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Experian.
Male
2.4/5
Female
2.2/5
Experian ROI Score by Ethnicity
Experian's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Experian.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 4.5 | African American/Black | 4.5 |
Asian or Pacific Islander 3.6 | Asian or Pacific Islander | 3.6 |
Other 1.5 | Other | 1.5 |
Experian ROI Score by Age
Experian's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Experian.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 5 | 18-25 | 5 |
31-35 3.8 | 31-35 | 3.8 |
36-40 2.1 | 36-40 | 2.1 |
41-45 2 | 41-45 | 2 |
51-55 2 | 51-55 | 2 |
56-60 3.1 | 56-60 | 3.1 |
61-65 1.8 | 61-65 | 1.8 |
66+ 1.5 | 66+ | 1.5 |
Experian ROI Score by Usage
Experian's ROI score was rated the highest by customers who have used Experian's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Experian ROI Score by Industry
Experian's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Experian Customer Satisfaction (CSAT)
Experian Customer Satisfaction (CSAT) Score
29 / 100
Experian has an overall Customer Satisfaction score of 29 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
21%
Satisfied
8%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
5%
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 Experian Customer Satisfaction
Experian's Customer Satisfaction score was rated highest by African American/Black customers, and rated lowest by customers ages 66+.
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Ranked Experian Customer Satisfaction the Highest
Ranked Experian Customer Satisfaction the Lowest
Experian Customer Satisfaction Score by Gender
Male customers rated Experian's Customer Satisfaction score 1 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Experian.
36 / 100
MaleVery Satisfied | 27% | |
|---|---|---|
Satisfied | 9% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 0% | |
Very Dissatisfied | 55% |
35 / 100
FemaleVery Satisfied | 21% | |
|---|---|---|
Satisfied | 14% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 7% | |
Very Dissatisfied | 58% |
Experian Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Experian's Customer Satisfaction (CSAT) score was rated 12% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Experian.
12 / 100
Very Satisfied
0%
Satisfied
12%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
88%
CSAT according to Hispanic or Latino
Experian's Customer Satisfaction (CSAT) score was rated 25% according to Hispanic or Latino users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Experian.
25 / 100
Very Satisfied
0%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
75%
CSAT according to African American/Black
Experian's Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Experian.
100 / 100
Very Satisfied
75%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Experian's Customer Satisfaction (CSAT) score was rated 67% according to Asian or Pacific Islander users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Experian's Customer Satisfaction (CSAT) score was rated 17% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Experian.
17 / 100
Very Satisfied
17%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
16%
Very Dissatisfied
67%
Experian Customer Satisfaction Score by Age
Experian's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Experian.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 67% | |||||||||||||||
| 36-40 | 25% | |||||||||||||||
| 41-45 | 33% | |||||||||||||||
| 56-60 | 66% | |||||||||||||||
| 61-65 | 33% | |||||||||||||||
| 66+ | 0% |
Experian Customer Satisfaction Score by Usage
Experian's Customer Satisfaction score was rated the highest by customers who have used Experian's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Experian Customer Satisfaction Score by Industry
Experian's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Experian Customer Satisfaction Score by Industry",
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"bars": [
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"label": "Tech",
"groupId": 104,
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"scoreClassName": "",
"scoreLabel": 43
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 67,
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"scoreClassName": "max",
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}Experian Customer Service
2.7/5
Experian has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Experian's overall Customer Service score rated by its users and customers.
About Experian's Customer Service
Address
Malahide Rd, Dublin Ireland
Website
http://www.experian.com
Phone Number
949-293-4042
Experian's Social Links
Quick Insights into Experian Customer Service
Experian's Customer Service score was rated highest by customers ages 18-25, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Experian's Customer Service score.
Ranked Experian Customer Service the Highest
Ranked Experian Customer Service the Lowest
Experian Customer Service Score by Gender
Experian's Customer Service score was rated 2.3 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Experian.
Male
2.3/5
Female
2.3/5
Experian Customer Service Score by Ethnicity
Experian's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Experian.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 4.3 | African American/Black | 4.3 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Other 1.5 | Other | 1.5 |
Experian Customer Service Score by Age
Experian's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Experian.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.8 | 18-25 | 4.8 |
31-35 3.5 | 31-35 | 3.5 |
36-40 2.1 | 36-40 | 2.1 |
41-45 2 | 41-45 | 2 |
51-55 2 | 51-55 | 2 |
56-60 2.8 | 56-60 | 2.8 |
61-65 1.8 | 61-65 | 1.8 |
66+ 1.5 | 66+ | 1.5 |
Experian Customer Service Score by Usage
Experian's Customer Service score was rated the highest by customers who have used Experian's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Experian Customer Service Score by Industry
Experian's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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Experian as an Employer
4.8/5
Experian has a 4.8/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Experian scored a -27 for Net Promoter Score and a 72 for Employee Net Promoter Score. NPS gauges how likely a customer of Experian would recommend the brand to a friend. ENPS measures how likely Experian employees would recommend working at Experian to a friend.
Net Promoter Score
-27
NPS Score
| 30% | Promoters |
|---|---|
| 13% | Passive |
| 57% | Detractors |
Employee Net Promoter Score
72
eNPS Score
| 78% | Promoters |
|---|---|
| 16% | Passive |
| 6% | Detractors |
