First American NPS & Customer Reviews

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First American

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First American

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About First American's Brand

First American makes the dream of property ownership a reality for homebuyers, businesses and investors across the nation and abroad. We’re widely recognized as an outstanding place to work because we believe in putting people first. When employees love what they do, it makes for good business.

Brand at a Glance

70%

Customer Loyalty

2.8/5

Product Quality

3.1/5

Pricing

2.9/5

Customer Service

First American NPS

First American's Net Promoter Score (NPS) is a -5 with 42% Promoters, 11% Passives, and 47% Detractors. Net Promoter Score tracks whether First American's customers would recommend using the product based on a scale of -100 to 100.

First American Overall NPS

-5

NPS

42%	Promoters
11%	Passives
47%	Detractors

First American NPS Trend

-100

-50

100

Summary	Date	Score
Dec 2023 -9	Dec 2023	-9
Jan 2024 -5	Jan 2024	-5
Mar 2024 -3	Mar 2024	-3
Apr 2024 -8	Apr 2024	-8
Jul 2024 -8	Jul 2024	-8
Aug 2024 -5	Aug 2024	-5
Dec 2024 -5	Dec 2024	-5
Feb 2025 -2	Feb 2025	-2
Mar 2025 -2	Mar 2025	-2
Sep 2025 -4	Sep 2025	-4
Dec 2025 -4	Dec 2025	-4
Jan 2026 -7	Jan 2026	-7

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.

First American NPS by Gender

Male customers rated First American's NPS 88 points higher than Female customers.

Male

First American's NPS was rated 16 by Male customers on Comparably.

54%

Promoters

Passives

38%

Detractors

Female

-72

First American's NPS was rated -72 by Female customers on Comparably.

14%

Promoters

Passives

86%

Detractors

First American NPS by Ethnicity

First American's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -25	Caucasian	-25
Other 34	Other	34

First American NPS by Age

First American's NPS was rated the highest by customers ages 66+, and the lowest by customers ages 51-55.

100

Summary

Age

Promoters

Passives

Detractors

51-55

25%

75%

61-65

33%

67%

66+

60%

40%

First American NPS by Usage

First American's NPS was rated the highest by customers who have used First American's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year -20	Less than 1 Year	-20
2 to 5 Years 100	2 to 5 Years	100
5 to 10 Years -100	5 to 10 Years	-100
Over 10 Years -14	Over 10 Years	-14

First American Customer Reviews

Out of the 3 First American customer reviews 1 was positive and 2 were constructive. First American 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

First American Customer Loyalty

70%

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.

70% of First American users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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70%

30%

First American Customer Loyalty Score by Gender

Female customers rated First American's Customer Loyalty score 8% higher than Male customers.

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Male

79%

Yes

Female

87%

Yes

First American Customer Loyalty Score by Ethnicity

First American's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.

% who answered "Yes"

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out of 100

Caucasian

100

out of 100

Other

First American Customer Loyalty Score by Age

First American's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.

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20%

40%

60%

80%

100%

Summary	Age	Score
51-55 78%	51-55	78%
61-65 70%	61-65	70%
66+ 100%	66+	100%

First American Customer Loyalty Score by Usage

First American's Customer Loyalty score was rated the highest by customers who have used First American's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	64%
2 to 5 Years	100%
5 to 10 Years	100%
Over 10 Years	74%

First American Customer Loyalty Score by Industry

First American's Customer Loyalty score was rated the highest by Legal industry customers, and the lowest by Real Estate industry customers.

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Legal	100%
Real Estate	78%

First American Product Quality

2.8/5

First American has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.

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First American Product Information

First American’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Legal industry rated First American's product the highest. Reviewers from the Real Estate industry rated First American the lowest at 2.7.

Website: http://www.firstam.com

Company Size: 10,000+ Employees

Industry

Insurance

Real Estate

Quick Insights into First American Product Quality

First American's Product Quality score was rated highest by customers who have used First American's products/services for 2 to 5 Years, and rated lowest by Female customers.

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Ranked First American Product Quality the Highest

2 to 5 Years	5
Legal	4.6
Other	3.8

Ranked First American Product Quality the Lowest

5 to 10 Years	1.5
51-55	1.5
Female	1.5

First American Product Quality Score by Gender

Male customers rated First American's Product Quality score 1.8 stars higher than Female customers.

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Male

3.3/5

Female

1.5/5

First American Product Quality Score by Ethnicity

First American's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 2.4	Caucasian	2.4
Other 3.8	Other	3.8

First American Product Quality Score by Age

First American's Product Quality score was rated the highest by customers ages 66+, and the lowest by customers ages 51-55.

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Summary	Age	Score
51-55 1.5	51-55	1.5
61-65 2.3	61-65	2.3
66+ 3.4	66+	3.4

First American Product Quality Score by Usage

First American's Product Quality score was rated the highest by customers who have used First American's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	2.3
2 to 5 Years	5
5 to 10 Years	1.5
Over 10 Years	2.5

First American Product Quality Score by Industry

First American's Product Quality score was rated the highest by Legal industry customers, and the lowest by Real Estate industry customers.

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Legal	4.6
Real Estate	2.7

First American Pricing

First American ROI & Value For Money

3.1/5

First American has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.

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First American 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 Legal industry. The users from the Real Estate industry think that they had the lowest ROI from First American.

Quick Insights into First American ROI

First American's ROI score was rated highest by customers who have used First American's products/services for 2 to 5 Years, and rated lowest by Female customers.

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Ranked First American ROI the Highest

2 to 5 Years	5
Legal	4.6
Other	3.8

Ranked First American ROI the Lowest

51-55	2
5 to 10 Years	1.5
Female	1.5

First American ROI Score by Gender

Male customers rated First American's ROI score 2.2 stars higher than Female customers.

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Male

3.7/5

Female

1.5/5

First American ROI Score by Ethnicity

First American's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 2.6	Caucasian	2.6
Other 3.8	Other	3.8

First American ROI Score by Age

First American's ROI score was rated the highest by customers ages 66+, and the lowest by customers ages 51-55.

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Summary	Age	Score
51-55 2	51-55	2
61-65 2.1	61-65	2.1
66+ 3.3	66+	3.3

First American ROI Score by Usage

First American's ROI score was rated the highest by customers who have used First American's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	2.8
2 to 5 Years	5
5 to 10 Years	1.5
Over 10 Years	2.8

First American ROI Score by Industry

First American's ROI score was rated the highest by Legal industry customers, and the lowest by Real Estate industry customers.

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Legal	4.6
Real Estate	2.6

First American Customer Satisfaction (CSAT)

First American Customer Satisfaction (CSAT) Score

47 / 100

First American has an overall Customer Satisfaction score of 47 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	32%
Satisfied	15%
Neither Satisfied nor Dissatisfied	6%
Dissatisfied	11%
Very Dissatisfied	36%

Very Satisfied

32%

Satisfied

15%

Neither Satisfied nor Dissatisfied

Dissatisfied

11%

Very Dissatisfied

36%

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 First American Customer Satisfaction

First American's Customer Satisfaction score was rated highest by Other customers, and rated lowest by customers ages 51-55.

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Ranked First American Customer Satisfaction the Highest

Other	67%
66+	50%
Male	50%

Ranked First American Customer Satisfaction the Lowest

Female	15%
5 to 10 Years	0%
51-55	0%

First American Customer Satisfaction Score by Gender

Male customers rated First American's Customer Satisfaction score 35 points higher than Female customers.

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50 / 100

Male

	Very Satisfied	50%
	Satisfied	0%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	20%
	Very Dissatisfied	30%

15 / 100

Female

	Very Satisfied	15%
	Satisfied	0%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	14%
	Very Dissatisfied	71%

First American Customer Satisfaction Score by Ethnicity

Caucasian
30%
Other
67%

CSAT according to Caucasian

First American's Customer Satisfaction (CSAT) score was rated 30% according to Caucasian users and customers.

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30 / 100

Very Satisfied	30%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	20%
Very Dissatisfied	50%

Very Satisfied

30%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

20%

Very Dissatisfied

50%

CSAT according to Other

First American's Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.

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67 / 100

Very Satisfied	67%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	33%
Very Dissatisfied	0%

Very Satisfied

67%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

33%

Very Dissatisfied

First American Customer Satisfaction Score by Age

First American's Customer Satisfaction score was rated the highest by customers ages 66+, and the lowest by customers ages 51-55.

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100

Breakdown

Age

Score

51-55

61-65

33%

66+

50%

First American Customer Satisfaction Score by Usage

First American's Customer Satisfaction score was rated the highest by customers who have used First American's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	40
5 to 10 Years	0
Over 10 Years	33

First American Customer Satisfaction Score by Industry

First American's Customer Satisfaction score was rated 33 points by Real Estate industry customers.

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{
	"title": "First American Customer Satisfaction Score by Industry",
	"text": "First American's Customer Satisfaction score was rated 33 points by Real Estate industry customers.",
	"bars": [
		{
			"label": "Real Estate",
			"groupId": 554,
			"score": 33,
			"stars": 0,
			"csatScore": 33,
			"text": "First American's Customer Satisfaction score is  rated by Real Estate customers on Comparably.",
			"scoreClassName": "max",
			"scoreLabel": 33
		}
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}

Real Estate	33

First American Customer Service

2.9/5

First American has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.

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About First American's Customer Service

Address

1 First American Way, Santa Ana, CA 92707

Website

http://www.firstam.com

Phone Number

1-800-854-3643

First American's Social Links

Quick Insights into First American Customer Service

First American's Customer Service score was rated highest by customers who have used First American's products/services for 2 to 5 Years, and rated lowest by Female customers.

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Ranked First American Customer Service the Highest

2 to 5 Years	5
Legal	4.6
Other	3.6

Ranked First American Customer Service the Lowest

51-55	2
5 to 10 Years	1.5
Female	1.5

First American Customer Service Score by Gender

Male customers rated First American's Customer Service score 1.9 stars higher than Female customers.

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Male

3.4/5

Female

1.5/5

First American Customer Service Score by Ethnicity

First American's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.

Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of First American.

100

Summary	Ethnicity	Customer Service Score
Caucasian 2.6	Caucasian	2.6
Other 3.6	Other	3.6

First American Customer Service Score by Age

First American's Customer Service score was rated the highest by customers ages 66+, and the lowest by customers ages 51-55.

Sign Up for Brand Profile PRO to get the full Customer Service by Age data of First American.

100

Summary	Age	Customer Service Score
51-55 2	51-55	2
61-65 2.1	61-65	2.1
66+ 3.3	66+	3.3

First American Customer Service Score by Usage

First American's Customer Service score was rated the highest by customers who have used First American's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	2.8
2 to 5 Years	5
5 to 10 Years	1.5
Over 10 Years	2.5

First American Customer Service Score by Industry

First American's Customer Service score was rated the highest by Legal industry customers, and the lowest by Real Estate industry customers.

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Legal	4.6
Real Estate	2.7

First American as an Employer

4.2/5

First American has a 4.2/5 stars for its overall company culture rated by their employees

top

10%

CEO of First American

Dennis Gilmore

In the Top 10% of Similar Sized Companies on Comparably.

Consumer vs. Employees

First American scored a -5 for Net Promoter Score and a 13 for Employee Net Promoter Score. NPS gauges how likely a customer of First American would recommend the brand to a friend. ENPS measures how likely First American employees would recommend working at First American to a friend.

Net Promoter Score

-5

NPS Score

42%	Promoters
11%	Passive
47%	Detractors

Employee Net Promoter Score

eNPS Score

48%	Promoters
17%	Passive
35%	Detractors

Global Ranking Snapshot

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1	Costco	W. Craig Jelinek	Retail
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4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail