39
NPS
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Firstsource
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About Firstsource's Brand
Firstsource provides BPO solutions to organizations in banking, healthcare, telecoms, and media. Among its major competitors, Firstsource is ranked in 2nd place for NPS while Tata is 1st, and Tech Mahindra is 3rd.Their current market cap is $9.57B
Brand at a Glance
74%
Customer Loyalty
4/5
Product Quality
3.9/5
Pricing
3.8/5
Customer Service
Firstsource Ranking
- #1 / 4 of its competitors
Firstsource NPS
Firstsource's Net Promoter Score (NPS) is a 39 with 62% Promoters, 15% Passives, and 23% Detractors. Net Promoter Score tracks whether Firstsource's customers would recommend using the product based on a scale of -100 to 100.
Firstsource Overall NPS
| 62% | Promoters |
|---|---|
| 15% | Passives |
| 23% | Detractors |
Firstsource NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2022 100 | Jan 2022 | 100 |
Aug 2022 100 | Aug 2022 | 100 |
Oct 2022 100 | Oct 2022 | 100 |
Dec 2022 100 | Dec 2022 | 100 |
Jan 2023 100 | Jan 2023 | 100 |
Mar 2023 71 | Mar 2023 | 71 |
Jul 2023 50 | Jul 2023 | 50 |
Sep 2023 44 | Sep 2023 | 44 |
Oct 2023 50 | Oct 2023 | 50 |
Nov 2023 45 | Nov 2023 | 45 |
Mar 2024 49 | Mar 2024 | 49 |
Aug 2024 38 | Aug 2024 | 38 |
How Other Brands Compare
Firstsource is ranked first for NPS among its competitors. WNS and Concentrix come in second and third, with Insight coming in at #4. Among those competitors, it is the most valued company.
Firstsource |  Concentrix |  WNS |  Insight | |
| Global Ranking | #- | #363 | #- | #- |
| NPS | 39 | 15 | 21 | 14 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | - | - | Neutral |
| Valuation Updated every 24 hours for public companies | $9.57B | $4.34B | $3.61B | $3.40B |
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.
Firstsource NPS vs. Competitors
Compared to its competitors, Firstsource's NPS is rated right above Tech Mahindra, and is preceded by Tata.
| COMPANY | NPS Score | |
|---|---|---|
 | Tata | 82 |
| Firstsource | 39 |
 | Tech Mahindra | 29 |
| WNS | 21 |
| Concentrix | 15 |
| Insight | 14 |
 | Lily Gulik | N/A |
 | Intelenet Global Services | N/A |
 | Hinduja Global Solutions | -12 |
Firstsource Customer Loyalty
74%
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.
74% of Firstsource users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Firstsource Customer Loyalty vs. Competitors
Compared to its competitors, Firstsource's Customer Loyalty score is rated right above Hinduja Global Solutions, and is preceded by Concentrix.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Tata | 87% |
| Tech Mahindra | 82% |
| WNS | 79% |
| Insight | 79% |
| Concentrix | 75% |
| Firstsource | 74% |
| Hinduja Global Solutions | 62% |
| Lily Gulik | N/A |
| Intelenet Global Services | N/A |
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Firstsource Product Quality
4/5
Firstsource has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Firstsource Product Information
Firstsource’s product quality score is a 4 out of 5 as rated by its users and customers.
- Website
- http://www.firstsource.com
- Company Size
- 10,000+ Employees
Industry
Tech
Business Services
Enterprise
Hardware and Devices
SaaS
Firstsource Product Quality vs. Competitors
Compared to its competitors, Firstsource's Product Quality score is rated right above Tech Mahindra, and is preceded by Tata.
| COMPANY | Product Quality Score | |
|---|---|---|
| Tata | 4.5/5 |
| Firstsource | 4/5 |
| Tech Mahindra | 3.9/5 |
| Concentrix | 3.8/5 |
| Hinduja Global Solutions | 3.8/5 |
| WNS | 3.6/5 |
| Insight | 3.5/5 |
| Lily Gulik | N/A |
| Intelenet Global Services | N/A |
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Firstsource Pricing
Firstsource ROI & Value For Money
3.9/5
Firstsource has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.
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Firstsource Pricing vs. Competitors
Compared to its competitors, Firstsource's ROI score is rated right above WNS , and is preceded by Tata.
| COMPANY | Pricing Score | |
|---|---|---|
| Tata | 4.6/5 |
| Firstsource | 3.9/5 |
| WNS | 3.8/5 |
| Tech Mahindra | 3.8/5 |
| Hinduja Global Solutions | 3.8/5 |
| Insight | 3.6/5 |
| Concentrix | 3.4/5 |
| Lily Gulik | N/A |
| Intelenet Global Services | N/A |
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Firstsource Customer Satisfaction (CSAT)
Firstsource Customer Satisfaction (CSAT) Score
87 / 100
Firstsource has an overall Customer Satisfaction score of 87 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
63%
Satisfied
24%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
13%
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.
Firstsource Customer Satisfaction vs. Competitors
Compared to its competitors, Firstsource's Customer Satisfaction score is rated right above Tech Mahindra, and is preceded by Tata.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Tata | 100% |
| Firstsource | 88% |
| Tech Mahindra | 76% |
| Insight | 68% |
| WNS | 63% |
| Hinduja Global Solutions | 50% |
| Concentrix | 49% |
| Lily Gulik | 0% |
| Intelenet Global Services | 0% |
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Firstsource Customer Service
3.8/5
Firstsource has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Firstsource's Customer Service
Website
http://www.firstsource.com
Firstsource Customer Service vs. Competitors
Compared to its competitors, Firstsource's Customer Service score is rated right above Concentrix, and is preceded by Tech Mahindra.
| COMPANY | Customer Service Score | |
|---|---|---|
| Tata | 4.3/5 |
| WNS | 3.9/5 |
| Tech Mahindra | 3.8/5 |
| Firstsource | 3.8/5 |
| Concentrix | 3.7/5 |
| Insight | 3.6/5 |
| Hinduja Global Solutions | 3.4/5 |
| Lily Gulik | N/A |
| Intelenet Global Services | N/A |
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Firstsource as an Employer
2.5/5
Firstsource has a 2.5/5 stars for its overall company culture rated by their employees
bottom
20%
Consumer vs. Employees
Firstsource scored a 39 for Net Promoter Score and a -32 for Employee Net Promoter Score. NPS gauges how likely a customer of Firstsource would recommend the brand to a friend. ENPS measures how likely Firstsource employees would recommend working at Firstsource to a friend.
Net Promoter Score
39
NPS Score
| 62% | Promoters |
|---|---|
| 15% | Passive |
| 23% | Detractors |
Employee Net Promoter Score
-32
eNPS Score
| 27% | Promoters |
|---|---|
| 14% | Passive |
| 59% | Detractors |
