43
NPS
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Hachette Book Group
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About Hachette Book Group's Brand
Brand at a Glance
73%
Customer Loyalty
4.2/5
Product Quality
4/5
Pricing
4.2/5
Customer Service
Hachette Book Group NPS
Hachette Book Group's Net Promoter Score (NPS) is a 43 with 62% Promoters, 19% Passives, and 19% Detractors. Net Promoter Score tracks whether Hachette Book Group's customers would recommend using the product based on a scale of -100 to 100.
Hachette Book Group Overall NPS
| 62% | Promoters |
|---|---|
| 19% | Passives |
| 19% | Detractors |
Hachette Book Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2021 100 | Mar 2021 | 100 |
Oct 2021 100 | Oct 2021 | 100 |
Nov 2021 100 | Nov 2021 | 100 |
Mar 2022 60 | Mar 2022 | 60 |
May 2022 71 | May 2022 | 71 |
Jun 2022 75 | Jun 2022 | 75 |
Aug 2022 55 | Aug 2022 | 55 |
Oct 2022 54 | Oct 2022 | 54 |
Dec 2022 41 | Dec 2022 | 41 |
Sep 2023 46 | Sep 2023 | 46 |
Nov 2023 40 | Nov 2023 | 40 |
May 2024 43 | May 2024 | 43 |
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.
Hachette Book Group NPS by Gender
Female customers rated Hachette Book Group's NPS 100 points higher than Male customers.
Male
0
Hachette Book Group's NPS was rated by Male customers on Comparably.
33%
Promoters
34%
Passives
33%
Detractors
Female
100
Hachette Book Group's NPS was rated 100 by Female customers on Comparably.
100%
Promoters
0%
Passives
0%
Detractors
Hachette Book Group NPS by Ethnicity
Hachette Book Group's NPS was rated 50 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 50 | Caucasian | 50 |
Hachette Book Group NPS by Usage
Hachette Book Group's NPS was rated 34 points by customers who have used Hachette Book Group's products/services for 1 to 2 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 34 | 1 to 2 Years | 34 |
Hachette Book Group Customer Loyalty
73%
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.
73% of Hachette Book Group users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Hachette Book Group Customer Loyalty Score by Gender
Male customers rated Hachette Book Group's Customer Loyalty score 15% higher than Female customers.
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Male
70%
Yes
Female
55%
Yes
Hachette Book Group Customer Loyalty Score by Ethnicity
Hachette Book Group's Customer Loyalty score was rated 55% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Hachette Book Group.
55
out of 100
Caucasian
Hachette Book Group Customer Loyalty Score by Usage
Hachette Book Group's Customer Loyalty score was rated 70% by customers who have used Hachette Book Group's products/services for 1 to 2 Years.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Hachette Book Group Product Quality
4.2/5
Hachette Book Group has an overall Product Quality score of 4.2 out of 5 stars rated by its users and customers.
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Hachette Book Group Product Information
Hachette Book Group’s product quality score is a 4.2 out of 5 as rated by its users and customers.
- Company Size
- 1,001-5,000 Employees
Quick Insights into Hachette Book Group Product Quality
Hachette Book Group's Product Quality score was rated highest by Female customers, and rated lowest by Male customers.
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Ranked Hachette Book Group Product Quality the Highest
Ranked Hachette Book Group Product Quality the Lowest
Hachette Book Group Product Quality Score by Gender
Female customers rated Hachette Book Group's Product Quality score 1.5 stars higher than Male customers.
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Male
3.5/5
Female
5/5
Hachette Book Group Product Quality Score by Ethnicity
Hachette Book Group's Product Quality score was rated 4.7 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Hachette Book Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.7 | Caucasian | 4.7 |
Hachette Book Group Product Quality Score by Usage
Hachette Book Group's Product Quality score was rated 4.6 stars by customers who have used Hachette Book Group's products/services for 1 to 2 Years.
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Hachette Book Group Pricing
Hachette Book Group ROI & Value For Money
4/5
Hachette Book Group has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Quick Insights into Hachette Book Group ROI
Hachette Book Group's ROI score was rated highest by Female customers, and rated lowest by Male customers.
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Ranked Hachette Book Group ROI the Highest
Ranked Hachette Book Group ROI the Lowest
Hachette Book Group ROI Score by Gender
Female customers rated Hachette Book Group's ROI score 1.5 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Hachette Book Group.
Male
3.5/5
Female
5/5
Hachette Book Group ROI Score by Ethnicity
Hachette Book Group's ROI score was rated 4.6 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Hachette Book Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.6 | Caucasian | 4.6 |
Hachette Book Group ROI Score by Usage
Hachette Book Group's ROI score was rated 4.5 stars by customers who have used Hachette Book Group's products/services for 1 to 2 Years.
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Hachette Book Group Customer Satisfaction (CSAT)
Hachette Book Group Customer Satisfaction (CSAT) Score
90 / 100
Hachette Book Group has an overall Customer Satisfaction score of 90 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
40%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
0%
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 Hachette Book Group Customer Satisfaction
Hachette Book Group's Customer Satisfaction score was rated highest by Caucasian customers, and rated lowest by Male customers.
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Ranked Hachette Book Group Customer Satisfaction the Highest
Ranked Hachette Book Group Customer Satisfaction the Lowest
Hachette Book Group Customer Satisfaction Score by Gender
Female customers rated Hachette Book Group's Customer Satisfaction score 33 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Hachette Book Group.
67 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 67% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
100 / 100
FemaleVery Satisfied | 100% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Hachette Book Group Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Hachette Book Group's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Hachette Book Group.
100 / 100
Very Satisfied
75%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Hachette Book Group Customer Service
4.2/5
Hachette Book Group has an overall Customer Service score of 4.2 out of 5 stars rated by its users and customers.
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About Hachette Book Group's Customer Service
Website
http://www.hachettebookgroup.com/
Quick Insights into Hachette Book Group Customer Service
Hachette Book Group's Customer Service score was rated highest by Female customers, and rated lowest by Male customers.
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Ranked Hachette Book Group Customer Service the Highest
Ranked Hachette Book Group Customer Service the Lowest
Hachette Book Group Customer Service Score by Gender
Female customers rated Hachette Book Group's Customer Service score 1.5 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Hachette Book Group.
Male
3.5/5
Female
5/5
Hachette Book Group Customer Service Score by Ethnicity
Hachette Book Group's Customer Service score was rated 4.6 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Hachette Book Group.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.6 | Caucasian | 4.6 |
Hachette Book Group Customer Service Score by Usage
Hachette Book Group's Customer Service score was rated 4.5 stars by customers who have used Hachette Book Group's products/services for 1 to 2 Years.
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Hachette Book Group as an Employer
3.2/5
Hachette Book Group has a 3.2/5 stars for its overall company culture rated by their employees
top
50%
Consumer vs. Employees
Hachette Book Group scored a 43 for Net Promoter Score and a -20 for Employee Net Promoter Score. NPS gauges how likely a customer of Hachette Book Group would recommend the brand to a friend. ENPS measures how likely Hachette Book Group employees would recommend working at Hachette Book Group to a friend.
Net Promoter Score
43
NPS Score
| 62% | Promoters |
|---|---|
| 19% | Passive |
| 19% | Detractors |
Employee Net Promoter Score
-20
eNPS Score
| 32% | Promoters |
|---|---|
| 16% | Passive |
| 52% | Detractors |
