0
NPS
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Hanover Research
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About Hanover Research's Brand
Innovative Market Research - Washington, D.C.'s Hanover Research
Brand at a Glance
60%
Customer Loyalty
3/5
Product Quality
3.1/5
Pricing
3/5
Customer Service
Hanover Research NPS
Hanover Research's Net Promoter Score (NPS) is a 0 with 25% Promoters, 50% Passives, and 25% Detractors. Net Promoter Score tracks whether Hanover Research's customers would recommend using the product based on a scale of -100 to 100.
Hanover Research Overall NPS
| 25% | Promoters |
|---|---|
| 50% | Passives |
| 25% | Detractors |
Hanover Research NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 100 | Jul 2021 | 100 |
Aug 2022 100 | Aug 2022 | 100 |
Jan 2023 66 | Jan 2023 | 66 |
Sep 2023 50 | Sep 2023 | 50 |
Feb 2024 20 | Feb 2024 | 20 |
Jan 2025 -1 | Jan 2025 | -1 |
Jul 2025 0 | Jul 2025 | 0 |
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.
Hanover Research Customer Loyalty
60%
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.
60% of Hanover Research users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Hanover Research Product Quality
3/5
Hanover Research has an overall Product Quality score of 3 out of 5 stars rated by its users and customers.
Sign Up to unlock Hanover Research's overall Product Quality score rated by its users and customers.
Hanover Research Product Information
Hanover Research’s product quality score is a 3 out of 5 as rated by its users and customers.
- Company Size
- 201-500 Employees
Industry
Tech
Analytics
Big Data
Business Services
Consumer Services
Education
Enterprise
SaaS
Hanover Research Pricing
Hanover Research ROI & Value For Money
3.1/5
Hanover Research has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Hanover Research Customer Satisfaction (CSAT)
Hanover Research Customer Satisfaction (CSAT) Score
72 / 100
Hanover Research has an overall Customer Satisfaction score of 72 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
14%
Satisfied
58%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
14%
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.
Hanover Research Customer Service
3/5
Hanover Research has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
Sign Up to unlock Hanover Research's overall Customer Service score rated by its users and customers.
About Hanover Research's Customer Service
Address
4401 Wilson Blvd, 4th Floor, Arlington, VA
Website
http://www.hanoverresearch.com/
Phone Number
202-559-0050
Hanover Research as an Employer
3.7/5
Hanover Research has a 3.7/5 stars for its overall company culture rated by their employees
bottom
35%
Consumer vs. Employees
Hanover Research scored a 0 for Net Promoter Score and a 19 for Employee Net Promoter Score. NPS gauges how likely a customer of Hanover Research would recommend the brand to a friend. ENPS measures how likely Hanover Research employees would recommend working at Hanover Research to a friend.
Net Promoter Score
0
NPS Score
| 25% | Promoters |
|---|---|
| 50% | Passive |
| 25% | Detractors |
Employee Net Promoter Score
19
eNPS Score
| 43% | Promoters |
|---|---|
| 33% | Passive |
| 24% | Detractors |
