54
NPS
Learn More about Brand Intelligence Solutions
Find out what hundreds of thousands of customers are saying about your brand, your competitors and others in the industry
Thank you for inquiring about Comparably's Brand Intelligence Solutions
A member from Comparably's team member will be reaching out shortly to set up a time to speak about our Brand Intelligence Solutions
Brand Page
Help Scout
Marketing or Exec? Claim Your Free Account
About Help Scout's Brand
Help Scout is a web-based help desk that allows small and midsize businesses to deliver personalized customer support services. Among its major competitors, Help Scout is ranked in 2nd place for NPS while Freshdesk is 1st, and Zendesk is 3rd.
Brand at a Glance
87%
Customer Loyalty
4.4/5
Product Quality
4.5/5
Pricing
4.3/5
Customer Service
Help Scout Ranking
- #2 / 4 of its competitors
Help Scout NPS
Help Scout's Net Promoter Score (NPS) is a 54 with 72% Promoters, 10% Passives, and 18% Detractors. Net Promoter Score tracks whether Help Scout's customers would recommend using the product based on a scale of -100 to 100.
Help Scout Overall NPS
| 72% | Promoters |
|---|---|
| 10% | Passives |
| 18% | Detractors |
Help Scout NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2021 53 | Apr 2021 | 53 |
Jun 2021 55 | Jun 2021 | 55 |
Jul 2021 53 | Jul 2021 | 53 |
Sep 2021 53 | Sep 2021 | 53 |
Oct 2021 52 | Oct 2021 | 52 |
Jan 2022 54 | Jan 2022 | 54 |
May 2022 54 | May 2022 | 54 |
Jun 2022 56 | Jun 2022 | 56 |
Jul 2022 56 | Jul 2022 | 56 |
Jan 2023 54 | Jan 2023 | 54 |
Apr 2023 55 | Apr 2023 | 55 |
Apr 2024 55 | Apr 2024 | 55 |
How Other Brands Compare
Help Scout is ranked second for NPS among its competitors. Freshdesk and Zendesk come in first and third, with Helpshift 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.
Help Scout NPS by Usage
Help Scout's NPS was rated the highest by customers who have used Help Scout's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 55 | Less than 1 Year | 55 |
1 to 2 Years 30 | 1 to 2 Years | 30 |
2 to 5 Years 62 | 2 to 5 Years | 62 |
Help Scout NPS vs. Competitors
Compared to its competitors, Help Scout's NPS is rated right above Zendesk, and is preceded by Freshdesk.
| COMPANY | NPS Score | |
|---|---|---|
 | Freshdesk | 100 |
| Help Scout | 54 |
 | Zendesk | 41 |
 | Helpshift | 28 |
 | Appinventiv | 0 |
 | Desk.com | N/A |
 | Parature | -33 |
Help Scout Customer Loyalty
87%
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.
87% of Help Scout 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?"
Help Scout Customer Loyalty vs. Competitors
Compared to its competitors, Help Scout's Customer Loyalty score is rated right above Zendesk, and is preceded by Appinventiv.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Helpshift | 100% |
| Appinventiv | 100% |
| Help Scout | 87% |
| Zendesk | 81% |
| Freshdesk | N/A |
| Parature | N/A |
| Desk.com | N/A |
Unlock Help Scout Customer Loyalty vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Help Scout Customer Loyalty vs. Competitors data and gain insights into your customers today.
Help Scout Product Quality
4.4/5
Help Scout has an overall Product Quality score of 4.4 out of 5 stars rated by its users and customers.
Sign Up to unlock Help Scout's overall Product Quality score rated by its users and customers.
Help Scout Product Information
Help Scout serves markets in the United States, Asia, China, Europe, Japan, Middle-East and Africa, Australia, Canada, India, United Kingdom, Latin America, Germany, Brazil, and Mexico. Help Scout supports iOS, Web, and Android devices and offers products for small, medium, and large sized businesses.
Help Scout’s product quality score is a 4.4 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Help Scout's product the highest.
- Website
- https://www.helpscout.net/
- Company Size
- 11-50 Employees
Industry
Tech
Business Services
SaaS
Languages Supported
English
Product Type
Help Desk & Ticketing Software
Customer Service Software
Customer Support Software
Barcode & Label Software
Quick Insights into Help Scout Product Quality
Help Scout's Product Quality score was rated highest by customers who have used Help Scout's products/services for 1 to 2 Years, and rated lowest by customers who have used Help Scout's products/services for Less than 1 Year.
Sign Up to unlock insights into how customers have ranked Help Scout's Product Quality.
Ranked Help Scout Product Quality the Highest
Ranked Help Scout Product Quality the Lowest
Help Scout Product Quality Score by Usage
Help Scout's Product Quality score was rated the highest by customers who have used Help Scout'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.
Help Scout Product Quality Score by Industry
Help Scout's Product Quality score was rated 4.7 stars by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Help Scout Product Quality vs. Competitors
Compared to its competitors, Help Scout's Product Quality score is rated right above Zendesk.
| COMPANY | Product Quality Score | |
|---|---|---|
| Help Scout | 4.4/5 |
| Zendesk | 4.2/5 |
| Freshdesk | 4/5 |
| Appinventiv | 4/5 |
| Helpshift | 3.7/5 |
| Parature | 3.5/5 |
| Desk.com | N/A |
Unlock Help Scout Product Quality vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Help Scout Product Quality vs. Competitors data and gain insights into your customers today.
Help Scout Pricing
Help Scout ROI & Value For Money
4.5/5
Help Scout has a value for money and ROI score of 4.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Help Scout's overall ROI score rated by its users and customers.
Help Scout Pricing Plans
Help Scout has a pricing structure that accommodates small, medium, and large businesses. Starting from $12/month, Help Scout uses a subscription model and offers the following: Standard: $25 user / month, or $20 user / month billed annually, Plus: $40 user / month, or $32 user / month billed annually, and Help Scout serves businesses from small to enterprise. Plans range from Free to keep everyone on the same page, to Standard for automation featur.
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 Tech industry.
Who Uses Help Scout?
Small Businesses
Medium Businesses
Large Enterprises
Quick Insights into Help Scout ROI
Help Scout's ROI score was rated highest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked Help Scout's ROI score.
Ranked Help Scout ROI the Highest
Help Scout ROI Score by Industry
Help Scout's ROI score was rated 4.8 stars by Tech industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Help Scout Pricing vs. Competitors
Compared to its competitors, Help Scout's ROI score is rated right above Zendesk, and is preceded by Appinventiv.
| COMPANY | Pricing Score | |
|---|---|---|
| Appinventiv | 5/5 |
| Help Scout | 4.5/5 |
| Zendesk | 4/5 |
| Parature | 3.8/5 |
| Helpshift | 3.7/5 |
| Freshdesk | N/A |
| Desk.com | N/A |
Unlock Help Scout ROI vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Help Scout ROI vs. Competitors data and gain insights into your customers today.
Help Scout Customer Satisfaction (CSAT)
Help Scout Customer Satisfaction (CSAT) Score
100 / 100
Help Scout has an overall Customer Satisfaction score of 100 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
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
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.
Help Scout Customer Satisfaction vs. Competitors
Compared to its competitors, Help Scout's Customer Satisfaction score is rated right above Appinventiv, and is preceded by Freshdesk.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Freshdesk | 100% |
| Help Scout | 100% |
| Appinventiv | 100% |
| Zendesk | 81% |
| Helpshift | 0% |
| Parature | 0% |
| Desk.com | 0% |
Unlock Help Scout Customer Satisfaction vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Help Scout Customer Satisfaction vs. Competitors data and gain insights into your customers today.
Help Scout Customer Service
4.3/5
Help Scout has an overall Customer Service score of 4.3 out of 5 stars rated by its users and customers.
Sign Up to unlock Help Scout's overall Customer Service score rated by its users and customers.
About Help Scout's Customer Service
Address
131 Tremont Street, Boston, MA 02111-1338
Website
https://www.helpscout.net/
Phone Number
855-435-7726
Help Scout Customer Service vs. Competitors
Compared to its competitors, Help Scout's Customer Service score is rated right above Zendesk, and is preceded by Appinventiv.
| COMPANY | Customer Service Score | |
|---|---|---|
| Appinventiv | 5/5 |
| Help Scout | 4.3/5 |
| Zendesk | 4/5 |
| Parature | 3.7/5 |
| Helpshift | 3.7/5 |
| Freshdesk | N/A |
| Desk.com | N/A |
Unlock Help Scout Customer Service vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Help Scout Customer Service vs. Competitors data and gain insights into your customers today.
Help Scout as an Employer
4.4/5
Help Scout has a 4.4/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Help Scout scored a 54 for Net Promoter Score and a 73 for Employee Net Promoter Score. NPS gauges how likely a customer of Help Scout would recommend the brand to a friend. ENPS measures how likely Help Scout employees would recommend working at Help Scout to a friend.
Net Promoter Score
54
NPS Score
| 72% | Promoters |
|---|---|
| 10% | Passive |
| 18% | Detractors |
Employee Net Promoter Score
73
eNPS Score
| 84% | Promoters |
|---|---|
| 5% | Passive |
| 11% | Detractors |
