47
NPS
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FiveStars
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About FiveStars' Brand
FiveStars is the rewards program for small businesses that’s proven to bring customers back more often.
Brand at a Glance
62%
Customer Loyalty
4.1/5
Product Quality
4/5
Pricing
3.1/5
Customer Service
FiveStars NPS
FiveStars's Net Promoter Score (NPS) is a 47 with 67% Promoters, 13% Passives, and 20% Detractors. Net Promoter Score tracks whether FiveStars's customers would recommend using the product based on a scale of -100 to 100.
FiveStars Overall NPS
| 67% | Promoters |
|---|---|
| 13% | Passives |
| 20% | Detractors |
FiveStars NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2020 -100 | Apr 2020 | -100 |
Aug 2020 54 | Aug 2020 | 54 |
Jun 2021 52 | Jun 2021 | 52 |
Jul 2021 52 | Jul 2021 | 52 |
Oct 2021 53 | Oct 2021 | 53 |
Dec 2021 53 | Dec 2021 | 53 |
Jun 2022 53 | Jun 2022 | 53 |
Jul 2022 54 | Jul 2022 | 54 |
Mar 2023 52 | Mar 2023 | 52 |
May 2023 50 | May 2023 | 50 |
Jun 2023 48 | Jun 2023 | 48 |
Aug 2023 47 | Aug 2023 | 47 |
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.
FiveStars NPS by Usage
FiveStars's NPS was rated the highest by customers who have used FiveStars's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 55 | Less than 1 Year | 55 |
1 to 2 Years 58 | 1 to 2 Years | 58 |
2 to 5 Years 55 | 2 to 5 Years | 55 |
5 to 10 Years 67 | 5 to 10 Years | 67 |
FiveStars Customer Loyalty
62%
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.
62% of FiveStars users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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FiveStars Product Quality
4.1/5
FiveStars has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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FiveStars Product Information
FiveStars serves markets in the United States and Canada. FiveStars supports iOS, Web, and Android devices and offers products for small and medium sized businesses.
FiveStars’s product quality score is a 4.1 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated FiveStars's product the highest. Reviewers from the Retail industry rated FiveStars the lowest at 4.4.
- Website
- http://www.fivestars.com/
- Company Size
- 201-500 Employees
Industry
Tech
AdTech
Business Services
Mobile App
SaaS
Small Business Services
Languages Supported
English
Product Type
Customer Loyalty Software
Customer Experience Software
Small Business Loyalty Programs Software
Quick Insights into FiveStars Product Quality
FiveStars's Product Quality score was rated highest by customers who have used FiveStars's products/services for 1 to 2 Years, and rated lowest by customers from the Retail industry.
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Ranked FiveStars Product Quality the Highest
Ranked FiveStars Product Quality the Lowest
FiveStars Product Quality Score by Usage
FiveStars's Product Quality score was rated the highest by customers who have used FiveStars's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
FiveStars Product Quality Score by Industry
FiveStars's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Retail industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
FiveStars Pricing
FiveStars ROI & Value For Money
4/5
FiveStars has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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FiveStars Pricing Plans
FiveStars has a pricing structure that accommodates small and medium businesses.
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 Accounting industry. The users from the Retail industry think that they had the lowest ROI from FiveStars.
Who Uses FiveStars?
Small Businesses
Medium Businesses
Quick Insights into FiveStars ROI
FiveStars's ROI score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Retail industry.
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Ranked FiveStars ROI the Highest
Ranked FiveStars ROI the Lowest
FiveStars ROI Score by Industry
FiveStars's ROI score was rated the highest by Accounting industry customers, and the lowest by Retail industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
FiveStars Customer Satisfaction (CSAT)
FiveStars Customer Satisfaction (CSAT) Score
63 / 100
FiveStars has an overall Customer Satisfaction score of 63 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
50%
Satisfied
13%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
0%
Very Dissatisfied
25%
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.
FiveStars Customer Service
3.1/5
FiveStars has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About FiveStars's Customer Service
Address
321 11th St, San Francisco, CA 94103
Website
http://www.fivestars.com/
Phone Number
(860) 578-2770
Consumer vs. Employees
FiveStars scored a 47 for Net Promoter Score and a 18 for Employee Net Promoter Score. NPS gauges how likely a customer of FiveStars would recommend the brand to a friend. ENPS measures how likely FiveStars employees would recommend working at FiveStars to a friend.
Net Promoter Score
47
NPS Score
| 67% | Promoters |
|---|---|
| 13% | Passive |
| 20% | Detractors |
Employee Net Promoter Score
18
eNPS Score
| 47% | Promoters |
|---|---|
| 24% | Passive |
| 29% | Detractors |
