20
NPS
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Hero Digital
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About Hero Digital's Brand
Hero Digital is a leading independent customer experience company born in California at the intersection of business, design, and technology. Our purpose is to distill the simple truth to create a beautiful future — a customer experience future that is good for people and business. Hero Digital's holistic process and integrated methods help leading brands like Comcast, Twitter, U.S. Bank, Salesforce, Sephora, Jefferson Health, The Robert Wood Johnson Foundation, and TD Ameritrade Institutional achieve growth. We have been named one of Adweek's Fastest Growing Agencies and one of Inc.'s hottest companies. Our growth is both rapid and thoughtful, with a commitment to diversity and inclusion. We welcome the contributions and perspectives of people from every race, gender, religion, background, and identity.
Brand at a Glance
100%
Customer Loyalty
3.7/5
Product Quality
4.5/5
Pricing
4.5/5
Customer Service
Hero Digital NPS
Hero Digital's Net Promoter Score (NPS) is a 20 with 40% Promoters, 40% Passives, and 20% Detractors. Net Promoter Score tracks whether Hero Digital's customers would recommend using the product based on a scale of -100 to 100.
Hero Digital Overall NPS
| 40% | Promoters |
|---|---|
| 40% | Passives |
| 20% | Detractors |
Hero Digital NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2020 100 | Dec 2020 | 100 |
Sep 2021 50 | Sep 2021 | 50 |
Jan 2022 66 | Jan 2022 | 66 |
Feb 2022 50 | Feb 2022 | 50 |
Apr 2024 20 | Apr 2024 | 20 |
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.
Hero Digital Customer Loyalty
100%
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.
100% of Hero Digital 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?"
Hero Digital Product Quality
3.7/5
Hero Digital has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Hero Digital's overall Product Quality score rated by its users and customers.
Hero Digital Product Information
Hero Digital’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Website
- https://herodigital.com/
- Company Size
- 201-500 Employees
Industry
Marketing, Advertising and Research
Hero Digital Pricing
Hero Digital ROI & Value For Money
4.5/5
Hero Digital 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 Hero Digital's overall ROI score rated by its users and customers.
Hero Digital Customer Satisfaction (CSAT)
Hero Digital Customer Satisfaction (CSAT) Score
100 / 100
Hero Digital 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
50%
Satisfied
50%
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.
Hero Digital Customer Service
4.5/5
Hero Digital has an overall Customer Service score of 4.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Hero Digital's overall Customer Service score rated by its users and customers.
About Hero Digital's Customer Service
Address
150 Spear St, San Francisco, CA 94105
Website
https://herodigital.com/
Phone Number
(415) 230-0724
Hero Digital's Social Links
Hero Digital as an Employer
4.5/5
Hero Digital has a 4.5/5 stars for its overall company culture rated by their employees
top
15%
Consumer vs. Employees
Hero Digital scored a 20 for Net Promoter Score and a 23 for Employee Net Promoter Score. NPS gauges how likely a customer of Hero Digital would recommend the brand to a friend. ENPS measures how likely Hero Digital employees would recommend working at Hero Digital to a friend.
Net Promoter Score
20
NPS Score
| 40% | Promoters |
|---|---|
| 40% | Passive |
| 20% | Detractors |
Employee Net Promoter Score
23
eNPS Score
| 54% | Promoters |
|---|---|
| 15% | Passive |
| 31% | Detractors |
