23
NPS
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GlaxoSmithKline
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About GlaxoSmithKline's Brand
"GlaxoSmithKline discovers, develops and manufactures pharmaceuticals, vaccines and consumer healthcare products." Among its major competitors, GlaxoSmithKline is ranked in 6th place for NPS while Sanofi Pasteur is 1st, and Merck is 2nd.Their current market cap is $90.11B
Brand at a Glance
83%
Customer Loyalty
4/5
Product Quality
3.9/5
Pricing
3.9/5
Customer Service
GlaxoSmithKline Ranking
- #4 / 4 of its competitors
GlaxoSmithKline NPS
GlaxoSmithKline's Net Promoter Score (NPS) is a 23 with 52% Promoters, 19% Passives, and 29% Detractors. Net Promoter Score tracks whether GlaxoSmithKline's customers would recommend using the product based on a scale of -100 to 100.
GlaxoSmithKline Overall NPS
| 52% | Promoters |
|---|---|
| 19% | Passives |
| 29% | Detractors |
GlaxoSmithKline NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2023 17 | Feb 2023 | 17 |
Mar 2023 29 | Mar 2023 | 29 |
May 2023 13 | May 2023 | 13 |
Jun 2023 0 | Jun 2023 | 0 |
Aug 2023 0 | Aug 2023 | 0 |
Oct 2023 0 | Oct 2023 | 0 |
Nov 2023 8 | Nov 2023 | 8 |
Dec 2023 16 | Dec 2023 | 16 |
Feb 2024 19 | Feb 2024 | 19 |
Jun 2024 25 | Jun 2024 | 25 |
Jul 2024 26 | Jul 2024 | 26 |
Sep 2024 24 | Sep 2024 | 24 |
How Other Brands Compare
GlaxoSmithKline is ranked #4 for NPS among its competitors. Bristol Myers Squibb and Johnson & Johnson come in first and second, with Eli Lilly and Company coming in at third. Among those competitors, it is the lowest valued company behind Johnson & Johnson.
GlaxoSmithKline |  Johnson & Johnson |  Eli Lilly and Company |  Bristol Myers Squibb | |
| Global Ranking | #- | #89 | #192 | #205 |
| NPS | 23 | 26 | 26 | 27 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $90.11B | $428.68B | $179.16B | $140.58B |
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.
GlaxoSmithKline NPS by Gender
GlaxoSmithKline's NPS was rated 75 by Male customers on Comparably.
Male
75
GlaxoSmithKline's NPS was rated 75 by Male customers on Comparably.
75%
Promoters
25%
Passives
0%
Detractors
Female
N/A
GlaxoSmithKline's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
GlaxoSmithKline NPS by Ethnicity
GlaxoSmithKline's NPS was rated 34 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 34 | Asian or Pacific Islander | 34 |
GlaxoSmithKline NPS vs. Competitors
Compared to its competitors, GlaxoSmithKline's NPS is rated right above Pfizer, and is preceded by Eli Lilly and Company.
| COMPANY | NPS Score | |
|---|---|---|
 | Sanofi Pasteur | 37 |
 | Merck | 35 |
| Bristol Myers Squibb | 27 |
| Johnson & Johnson | 26 |
| Eli Lilly and Company | 26 |
| GlaxoSmithKline | 23 |
 | Pfizer | 0 |
 | DaVita | -26 |
 | ABAXIS | -100 |
GlaxoSmithKline Customer Reviews
Out of the 2 GlaxoSmithKline customer reviews 2 were positive and 0 were constructive. GlaxoSmithKline customer reviews reflect that all customers have a favorable experience using the products/services of the company.
GlaxoSmithKline 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 GlaxoSmithKline users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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GlaxoSmithKline Customer Loyalty Score by Gender
GlaxoSmithKline's Customer Loyalty score was rated 100 by Male customers on Comparably.
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Male
100%
Yes
Female
N/A
Yes
GlaxoSmithKline Customer Loyalty Score by Ethnicity
GlaxoSmithKline's Customer Loyalty score was rated 100% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
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100
out of 100
Asian or Pacific Islander
GlaxoSmithKline Customer Loyalty vs. Competitors
Compared to its competitors, GlaxoSmithKline's Customer Loyalty score is rated right above Merck, and is preceded by ABAXIS.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| ABAXIS | 100% |
| GlaxoSmithKline | 83% |
| Merck | 80% |
| Bristol Myers Squibb | 79% |
| Johnson & Johnson | 79% |
| Sanofi Pasteur | 76% |
| Eli Lilly and Company | 76% |
| DaVita | 73% |
| Pfizer | 65% |
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GlaxoSmithKline Product Quality
4/5
GlaxoSmithKline has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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GlaxoSmithKline Product Information
GlaxoSmithKline’s product quality score is a 4 out of 5 as rated by its users and customers.
- Website
- http://www.gsk.com
- Company Size
- 10,000+ Employees
Industry
Healthcare
Quick Insights into GlaxoSmithKline Product Quality
GlaxoSmithKline's Product Quality score was rated highest by Asian or Pacific Islander customers.
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Ranked GlaxoSmithKline Product Quality the Highest
GlaxoSmithKline Product Quality Score by Gender
GlaxoSmithKline's Product Quality score was rated 4.4 by Male customers on Comparably.
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Male
4.4/5
Female
N/A
GlaxoSmithKline Product Quality Score by Ethnicity
GlaxoSmithKline's Product Quality score was rated 4.6 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of GlaxoSmithKline.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
GlaxoSmithKline Product Quality vs. Competitors
Compared to its competitors, GlaxoSmithKline's Product Quality score is rated right above Bristol Myers Squibb, and is preceded by Johnson & Johnson.
| COMPANY | Product Quality Score | |
|---|---|---|
| Sanofi Pasteur | 4/5 |
| Merck | 4/5 |
| Johnson & Johnson | 4/5 |
| GlaxoSmithKline | 4/5 |
| Bristol Myers Squibb | 3.9/5 |
| Eli Lilly and Company | 3.8/5 |
| Pfizer | 3.2/5 |
| DaVita | 3/5 |
| ABAXIS | 2.5/5 |
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GlaxoSmithKline Pricing
GlaxoSmithKline ROI & Value For Money
3.9/5
GlaxoSmithKline 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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Quick Insights into GlaxoSmithKline ROI
GlaxoSmithKline's ROI score was rated highest by Asian or Pacific Islander customers.
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Ranked GlaxoSmithKline ROI the Highest
GlaxoSmithKline ROI Score by Gender
GlaxoSmithKline's ROI score was rated 3.9 by Male customers on Comparably.
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Male
3.9/5
Female
N/A
GlaxoSmithKline ROI Score by Ethnicity
GlaxoSmithKline's ROI score was rated 5 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of GlaxoSmithKline.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 5 | Asian or Pacific Islander | 5 |
GlaxoSmithKline Pricing vs. Competitors
Compared to its competitors, GlaxoSmithKline's ROI score is rated right above Bristol Myers Squibb, and is preceded by Eli Lilly and Company.
| COMPANY | Pricing Score | |
|---|---|---|
| Sanofi Pasteur | 4/5 |
| Merck | 4/5 |
| Johnson & Johnson | 3.9/5 |
| Eli Lilly and Company | 3.9/5 |
| GlaxoSmithKline | 3.9/5 |
| Bristol Myers Squibb | 3.7/5 |
| Pfizer | 3.1/5 |
| DaVita | 2.8/5 |
| ABAXIS | 2.5/5 |
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GlaxoSmithKline Customer Satisfaction (CSAT)
GlaxoSmithKline Customer Satisfaction (CSAT) Score
80 / 100
GlaxoSmithKline has an overall Customer Satisfaction score of 80 rated by its users and customers.
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Very Satisfied
53%
Satisfied
27%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
13%
Very Dissatisfied
0%
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 GlaxoSmithKline Customer Satisfaction
GlaxoSmithKline's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers.
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Ranked GlaxoSmithKline Customer Satisfaction the Highest
GlaxoSmithKline Customer Satisfaction Score by Gender
GlaxoSmithKline's Customer Satisfaction score was rated 100 by Male customers on Comparably.
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100 / 100
MaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
GlaxoSmithKline Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
GlaxoSmithKline's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
GlaxoSmithKline Customer Satisfaction vs. Competitors
Compared to its competitors, GlaxoSmithKline's Customer Satisfaction score is rated right above Merck.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| GlaxoSmithKline | 80% |
| Merck | 79% |
| Bristol Myers Squibb | 79% |
| Johnson & Johnson | 78% |
| Sanofi Pasteur | 75% |
| Eli Lilly and Company | 69% |
| Pfizer | 58% |
| DaVita | 47% |
| ABAXIS | 0% |
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GlaxoSmithKline Customer Service
3.9/5
GlaxoSmithKline has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About GlaxoSmithKline's Customer Service
Address
Middlesex, NJ
Website
http://www.gsk.com
Phone Number
(610) 270-7000
Quick Insights into GlaxoSmithKline Customer Service
GlaxoSmithKline's Customer Service score was rated highest by Asian or Pacific Islander customers.
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Ranked GlaxoSmithKline Customer Service the Highest
GlaxoSmithKline Customer Service Score by Gender
GlaxoSmithKline's Customer Service score was rated 4.2 by Male customers on Comparably.
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Male
4.2/5
Female
N/A
GlaxoSmithKline Customer Service Score by Ethnicity
GlaxoSmithKline's Customer Service score was rated 5 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of GlaxoSmithKline.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 5 | Asian or Pacific Islander | 5 |
GlaxoSmithKline Customer Service vs. Competitors
Compared to its competitors, GlaxoSmithKline's Customer Service score is rated right above Bristol Myers Squibb, and is preceded by Sanofi Pasteur.
| COMPANY | Customer Service Score | |
|---|---|---|
| Merck | 4.2/5 |
| Johnson & Johnson | 4/5 |
| Sanofi Pasteur | 3.9/5 |
| GlaxoSmithKline | 3.9/5 |
| Bristol Myers Squibb | 3.8/5 |
| Eli Lilly and Company | 3.8/5 |
| Pfizer | 3.1/5 |
| DaVita | 3/5 |
| ABAXIS | 2/5 |
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GlaxoSmithKline as an Employer
2.4/5
GlaxoSmithKline has a 2.4/5 stars for its overall company culture rated by their employees
bottom
20%
Consumer vs. Employees
GlaxoSmithKline scored a 23 for Net Promoter Score and a -24 for Employee Net Promoter Score. NPS gauges how likely a customer of GlaxoSmithKline would recommend the brand to a friend. ENPS measures how likely GlaxoSmithKline employees would recommend working at GlaxoSmithKline to a friend.
Net Promoter Score
23
NPS Score
| 52% | Promoters |
|---|---|
| 19% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
-24
eNPS Score
| 33% | Promoters |
|---|---|
| 10% | Passive |
| 57% | Detractors |
