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NPS
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GRAIL
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About GRAIL's Brand
GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. Among its major competitors, GRAIL is ranked in 9th place for NPS while Color Genomics is 1st, and Roche is 2nd.
Brand at a Glance
63%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.5/5
Customer Service
GRAIL Ranking
- #3 / 4 of its competitors
GRAIL NPS
GRAIL's Net Promoter Score (NPS) is a -1 with 37% Promoters, 25% Passives, and 38% Detractors. Net Promoter Score tracks whether GRAIL's customers would recommend using the product based on a scale of -100 to 100.
GRAIL Overall NPS
| 37% | Promoters |
|---|---|
| 25% | Passives |
| 38% | Detractors |
GRAIL NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2020 -100 | Nov 2020 | -100 |
Feb 2021 -50 | Feb 2021 | -50 |
Mar 2021 0 | Mar 2021 | 0 |
Jun 2021 -20 | Jun 2021 | -20 |
Oct 2021 0 | Oct 2021 | 0 |
Dec 2021 13 | Dec 2021 | 13 |
Jan 2023 0 | Jan 2023 | 0 |
How Other Brands Compare
GRAIL is ranked third for NPS among its competitors. Roche and Cepheid come in first and second, with Exact coming in at #4.
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.
GRAIL NPS vs. Competitors
Compared to its competitors, GRAIL's NPS is rated right above Invitae, and is preceded by Exact.
| COMPANY | NPS Score | |
|---|---|---|
 | Color Genomics | 49 |
 | Roche | 34 |
 | QIAGEN | 32 |
 | Guardant Health | 27 |
 | Cepheid | 19 |
 | Natera | 0 |
 | Invitae Corporation | 0 |
 | Color | 0 |
 | Exact | N/A |
| GRAIL | -1 |
 | Invitae | -15 |
GRAIL Customer Loyalty
63%
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.
63% of GRAIL users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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GRAIL Customer Loyalty vs. Competitors
Compared to its competitors, GRAIL's Customer Loyalty score is rated right above Guardant Health, and is preceded by Natera.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Roche | 82% |
| QIAGEN | 80% |
| Color Genomics | 73% |
| Cepheid | 73% |
| Invitae Corporation | 68% |
| Natera | 66% |
| GRAIL | 63% |
| Guardant Health | 60% |
| Invitae | 52% |
| Color | 10% |
| Exact | N/A |
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GRAIL Product Quality
3.6/5
GRAIL has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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GRAIL Product Information
GRAIL’s product quality score is a 3.6 out of 5 as rated by its users and customers.
- Website
- http://www.grail.com/
- Company Size
- 1,001-5,000 Employees
Industry
Biotech and Pharmaceuticals
GRAIL Product Quality vs. Competitors
Compared to its competitors, GRAIL's Product Quality score is rated right above Guardant Health, and is preceded by QIAGEN.
| COMPANY | Product Quality Score | |
|---|---|---|
| Roche | 4.1/5 |
| Color Genomics | 4/5 |
| Cepheid | 3.9/5 |
| QIAGEN | 3.9/5 |
| GRAIL | 3.6/5 |
| Guardant Health | 3.4/5 |
| Invitae Corporation | 3.4/5 |
| Natera | 3.3/5 |
| Invitae | 3/5 |
| Color | 2.7/5 |
| Exact | N/A |
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GRAIL Pricing
GRAIL ROI & Value For Money
3.4/5
GRAIL has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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GRAIL Pricing vs. Competitors
Compared to its competitors, GRAIL's ROI score is rated right above Invitae Corporation, and is preceded by Guardant Health.
| COMPANY | Pricing Score | |
|---|---|---|
| Cepheid | 4.1/5 |
| Roche | 4/5 |
| Color Genomics | 4/5 |
| QIAGEN | 3.7/5 |
| Guardant Health | 3.4/5 |
| GRAIL | 3.4/5 |
| Invitae Corporation | 3.2/5 |
| Natera | 2.9/5 |
| Invitae | 2.9/5 |
| Color | 2.7/5 |
| Exact | N/A |
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GRAIL Customer Satisfaction (CSAT)
GRAIL Customer Satisfaction (CSAT) Score
67 / 100
GRAIL has an overall Customer Satisfaction score of 67 rated by its users and customers.
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Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
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.
GRAIL Customer Satisfaction vs. Competitors
Compared to its competitors, GRAIL's Customer Satisfaction score is rated right above Cepheid, and is preceded by QIAGEN.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Color Genomics | 100% |
| Roche | 81% |
| QIAGEN | 76% |
| GRAIL | 67% |
| Cepheid | 63% |
| Natera | 58% |
| Color | 50% |
| Guardant Health | 45% |
| Invitae | 34% |
| Invitae Corporation | 33% |
| Exact | 0% |
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GRAIL Customer Service
3.5/5
GRAIL has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About GRAIL's Customer Service
Address
1525 O'Brien Dr, Menlo Park, CA 94025
Website
http://www.grail.com/
GRAIL's Social Links
GRAIL Customer Service vs. Competitors
Compared to its competitors, GRAIL's Customer Service score is rated right above Invitae Corporation, and is preceded by Guardant Health.
| COMPANY | Customer Service Score | |
|---|---|---|
| Cepheid | 4.1/5 |
| Roche | 4.1/5 |
| Color Genomics | 4/5 |
| QIAGEN | 3.9/5 |
| Guardant Health | 3.5/5 |
| GRAIL | 3.5/5 |
| Invitae Corporation | 3.3/5 |
| Natera | 3.1/5 |
| Invitae | 2.9/5 |
| Color | 2.7/5 |
| Exact | N/A |
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GRAIL as an Employer
4.8/5
GRAIL has a 4.8/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
GRAIL scored a -1 for Net Promoter Score and a 61 for Employee Net Promoter Score. NPS gauges how likely a customer of GRAIL would recommend the brand to a friend. ENPS measures how likely GRAIL employees would recommend working at GRAIL to a friend.
Net Promoter Score
-1
NPS Score
| 37% | Promoters |
|---|---|
| 25% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
61
eNPS Score
| 70% | Promoters |
|---|---|
| 21% | Passive |
| 9% | Detractors |
