15
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
ICON plc
Marketing or Exec? Claim Your Free Account
About ICON plc's Brand
Since our foundation in Dublin, Ireland in 1990, our mission has been to help our clients to accelerate the development of drugs and devices that save lives and improve quality of life. We are a global provider of consulting, and outsourced development and commercialisation services to pharmaceutical, biotechnology, medical device and government and public health organisations. We focus our innovation on the factors that are critical to our clients – reducing time to market, reducing cost and increasing quality – and our global team of experts has extensive experience in a broad range of therapeutic areas. ICON has been recognised as one of the world’s leading Contract Research Organisations through a number of high-profile industry awards. Among its major competitors, ICON plc is ranked in 2nd place for NPS while IQVIA is 1st, and ERT is 3rd.Their current market cap is $11.16B
Brand at a Glance
76%
Customer Loyalty
3.9/5
Product Quality
3.6/5
Pricing
3.8/5
Customer Service
ICON plc Ranking
- #2 / 4 of its competitors
ICON plc NPS
ICON plc's Net Promoter Score (NPS) is a 15 with 42% Promoters, 31% Passives, and 27% Detractors. Net Promoter Score tracks whether ICON plc's customers would recommend using the product based on a scale of -100 to 100.
ICON plc Overall NPS
| 42% | Promoters |
|---|---|
| 31% | Passives |
| 27% | Detractors |
ICON plc NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2022 40 | Jul 2022 | 40 |
Aug 2022 34 | Aug 2022 | 34 |
Sep 2022 26 | Sep 2022 | 26 |
Dec 2022 34 | Dec 2022 | 34 |
Jan 2023 38 | Jan 2023 | 38 |
Mar 2023 31 | Mar 2023 | 31 |
Apr 2023 30 | Apr 2023 | 30 |
Jul 2023 28 | Jul 2023 | 28 |
Feb 2024 27 | Feb 2024 | 27 |
Oct 2024 29 | Oct 2024 | 29 |
Dec 2024 20 | Dec 2024 | 20 |
Feb 2025 15 | Feb 2025 | 15 |
How Other Brands Compare
ICON plc is ranked second for NPS among its competitors. IQVIA and ERT come in first and third, with inVentiv Health coming in at #4. Among those competitors, it is the second most valued company.
ICON plc |  IQVIA |  inVentiv Health |  ERT | |
| Global Ranking | #- | #948 | #- | #- |
| NPS | 15 | 15 | -50 | -47 |
| Valuation Updated every 24 hours for public companies | $11.16B | - | $8.03B | - |
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.
ICON plc NPS vs. Competitors
Compared to its competitors, ICON plc's NPS is rated right above Merge Healthcare, and is preceded by IQVIA.
| COMPANY | NPS Score | |
|---|---|---|
| IQVIA | 15 |
| ICON plc | 15 |
 | Merge Healthcare | N/A |
| ERT | -47 |
| inVentiv Health | -50 |
ICON plc Customer Loyalty
76%
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.
76% of ICON plc 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?"
ICON plc Customer Loyalty vs. Competitors
Compared to its competitors, ICON plc's Customer Loyalty score is rated right above ERT, and is preceded by IQVIA.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| IQVIA | 80% |
| ICON plc | 76% |
| ERT | 73% |
| inVentiv Health | 10% |
| Merge Healthcare | N/A |
Unlock ICON plc Customer Loyalty vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full ICON plc Customer Loyalty vs. Competitors data and gain insights into your customers today.
ICON plc Product Quality
3.9/5
ICON plc has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
Sign Up to unlock ICON plc's overall Product Quality score rated by its users and customers.
ICON plc Product Information
ICON plc’s product quality score is a 3.9 out of 5 as rated by its users and customers.
- Website
- http://www.iconplc.com
- Company Size
- 10,000+ Employees
Industry
Biotech and Pharmaceuticals
ICON plc Product Quality vs. Competitors
Compared to its competitors, ICON plc's Product Quality score is rated right above IQVIA.
| COMPANY | Product Quality Score | |
|---|---|---|
| ICON plc | 3.9/5 |
| IQVIA | 3.8/5 |
| ERT | 2.7/5 |
| inVentiv Health | 2.5/5 |
| Merge Healthcare | N/A |
Unlock ICON plc Product Quality vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full ICON plc Product Quality vs. Competitors data and gain insights into your customers today.
ICON plc Pricing
ICON plc ROI & Value For Money
3.6/5
ICON plc has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock ICON plc's overall ROI score rated by its users and customers.
ICON plc Pricing vs. Competitors
Compared to its competitors, ICON plc's ROI score is rated right above ERT, and is preceded by IQVIA.
| COMPANY | Pricing Score | |
|---|---|---|
| IQVIA | 3.6/5 |
| ICON plc | 3.6/5 |
| ERT | 2.5/5 |
| inVentiv Health | 2.5/5 |
| Merge Healthcare | N/A |
Unlock ICON plc ROI vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full ICON plc ROI vs. Competitors data and gain insights into your customers today.
ICON plc Customer Satisfaction (CSAT)
ICON plc Customer Satisfaction (CSAT) Score
61 / 100
ICON plc has an overall Customer Satisfaction score of 61 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
26%
Satisfied
35%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
13%
Very Dissatisfied
13%
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.
ICON plc Customer Satisfaction vs. Competitors
Compared to its competitors, ICON plc's Customer Satisfaction score is rated right above ERT, and is preceded by IQVIA.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| inVentiv Health | 100% |
| IQVIA | 76% |
| ICON plc | 61% |
| ERT | 30% |
| Merge Healthcare | 0% |
Unlock ICON plc Customer Satisfaction vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full ICON plc Customer Satisfaction vs. Competitors data and gain insights into your customers today.
ICON plc Customer Service
3.8/5
ICON plc has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
Sign Up to unlock ICON plc's overall Customer Service score rated by its users and customers.
About ICON plc's Customer Service
Address
731 Arbor Way, Blue Bell, PA 19422
Website
http://www.iconplc.com
ICON plc's Social Links
ICON plc Customer Service vs. Competitors
Compared to its competitors, ICON plc's Customer Service score is rated right above ERT, and is preceded by IQVIA.
| COMPANY | Customer Service Score | |
|---|---|---|
| IQVIA | 3.9/5 |
| ICON plc | 3.8/5 |
| ERT | 2.5/5 |
| inVentiv Health | 2.5/5 |
| Merge Healthcare | N/A |
Unlock ICON plc Customer Service vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full ICON plc Customer Service vs. Competitors data and gain insights into your customers today.
ICON plc as an Employer
2.9/5
ICON plc has a 2.9/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
ICON plc scored a 15 for Net Promoter Score and a -22 for Employee Net Promoter Score. NPS gauges how likely a customer of ICON plc would recommend the brand to a friend. ENPS measures how likely ICON plc employees would recommend working at ICON plc to a friend.
Net Promoter Score
15
NPS Score
| 42% | Promoters |
|---|---|
| 31% | Passive |
| 27% | Detractors |
Employee Net Promoter Score
-22
eNPS Score
| 29% | Promoters |
|---|---|
| 20% | Passive |
| 51% | Detractors |
