-75
NPS
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ID.me
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About ID.me's Brand
ID.me simplifies how individuals prove and share their identity online. The ID.me secure digital identity network has over 98 million members, as well as partnerships with 30 states, 10 federal agencies, and over 500 name brand retailers. The company provides identity proofing, authentication and community verification for organizations across sectors. The company's technology meets the federal standards for consumer authentication and is approved as a NIST 800-63-3 IAL2 / AAL2 conformant credential service provider by the Kantara Initiative. ID.me's Identity Gateway also has a Federal Risk and Authorization Management Program (FedRAMP) Moderate Authority to Operate (ATO). ID.me is the only provider with video chat and is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.
Brand at a Glance
51%
Customer Loyalty
1.5/5
Product Quality
1.5/5
Pricing
1.5/5
Customer Service
ID.me CMO
ID.me NPS
ID.me's Net Promoter Score (NPS) is a -75 with 11% Promoters, 3% Passives, and 86% Detractors. Net Promoter Score tracks whether ID.me's customers would recommend using the product based on a scale of -100 to 100.
ID.me Overall NPS
| 11% | Promoters |
|---|---|
| 3% | Passives |
| 86% | Detractors |
ID.me NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2023 -78 | Oct 2023 | -78 |
Nov 2023 -78 | Nov 2023 | -78 |
Jan 2024 -78 | Jan 2024 | -78 |
Feb 2024 -78 | Feb 2024 | -78 |
Mar 2024 -78 | Mar 2024 | -78 |
Apr 2024 -78 | Apr 2024 | -78 |
May 2024 -78 | May 2024 | -78 |
Jun 2024 -78 | Jun 2024 | -78 |
Aug 2024 -78 | Aug 2024 | -78 |
Oct 2024 -76 | Oct 2024 | -76 |
Nov 2024 -76 | Nov 2024 | -76 |
Jan 2025 -76 | Jan 2025 | -76 |
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.
ID.me NPS by Gender
Male customers rated ID.me's NPS 24 points higher than Female customers.
Male
-69
ID.me's NPS was rated -69 by Male customers on Comparably.
15%
Promoters
1%
Passives
84%
Detractors
Female
-93
ID.me's NPS was rated -93 by Female customers on Comparably.
2%
Promoters
3%
Passives
95%
Detractors
ID.me NPS by Ethnicity
ID.me's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -82 | Caucasian | -82 |
Hispanic or Latino -46 | Hispanic or Latino | -46 |
African American/Black -48 | African American/Black | -48 |
Native American -60 | Native American | -60 |
Other -100 | Other | -100 |
ID.me NPS by Age
ID.me's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
ID.me NPS by Usage
ID.me's NPS was rated the highest by customers who have used ID.me's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -86 | Less than 1 Year | -86 |
1 to 2 Years -72 | 1 to 2 Years | -72 |
2 to 5 Years -82 | 2 to 5 Years | -82 |
5 to 10 Years -56 | 5 to 10 Years | -56 |
Over 10 Years -34 | Over 10 Years | -34 |
ID.me Customer Reviews
Out of the 28 ID.me customer reviews 4 were positive and 24 were constructive. ID.me customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
ID.me Customer Loyalty
51%
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.
51% of ID.me 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?"
ID.me Customer Loyalty Score by Gender
Female customers rated ID.me's Customer Loyalty score 15% higher than Male customers.
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Male
43%
Yes
Female
58%
Yes
ID.me Customer Loyalty Score by Ethnicity
ID.me's Customer Loyalty score was rated the highest by Native American customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of ID.me.
49
out of 100
Caucasian
61
out of 100
Hispanic or Latino
47
out of 100
African American/Black
64
out of 100
Native American
55
out of 100
Other
ID.me Customer Loyalty Score by Age
ID.me's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 55% | 18-25 | 55% |
26-30 33% | 26-30 | 33% |
31-35 65% | 31-35 | 65% |
36-40 55% | 36-40 | 55% |
41-45 61% | 41-45 | 61% |
46-50 36% | 46-50 | 36% |
51-55 63% | 51-55 | 63% |
56-60 46% | 56-60 | 46% |
61-65 43% | 61-65 | 43% |
66+ 22% | 66+ | 22% |
ID.me Customer Loyalty Score by Usage
ID.me's Customer Loyalty score was rated the highest by customers who have used ID.me's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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ID.me Customer Loyalty Score by Industry
ID.me's Customer Loyalty score was rated the highest by Legal industry customers, and the lowest by Hospitality industry customers.
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ID.me Product Quality
1.5/5
ID.me has an overall Product Quality score of 1.5 out of 5 stars rated by its users and customers.
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ID.me Product Information
ID.me’s product quality score is a 1.5 out of 5 as rated by its users and customers. Reviewers from the Automotive and Transportation industry rated ID.me's product the highest. Reviewers from the Tech industry rated ID.me the lowest at 1.5.
- Website
- https://www.id.me
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Ecommerce and Marketplaces
Enterprise
SaaS
Quick Insights into ID.me Product Quality
ID.me's Product Quality score was rated highest by customers from the Automotive and Transportation industry, and rated lowest by customers from the Warehousing industry.
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Ranked ID.me Product Quality the Highest
Ranked ID.me Product Quality the Lowest
ID.me Product Quality Score by Gender
ID.me's Product Quality score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
ID.me Product Quality Score by Ethnicity
ID.me's Product Quality score was rated the highest by Native American customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of ID.me.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.9 | Hispanic or Latino | 1.9 |
African American/Black 1.9 | African American/Black | 1.9 |
Native American 2 | Native American | 2 |
Other 1.5 | Other | 1.5 |
ID.me Product Quality Score by Age
ID.me's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.6 | 18-25 | 1.6 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.7 | 41-45 | 1.7 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
ID.me Product Quality Score by Usage
ID.me's Product Quality score was rated the highest by customers who have used ID.me's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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ID.me Product Quality Score by Industry
ID.me's Product Quality score was rated the highest by Automotive and Transportation industry customers, and the lowest by Warehousing industry customers.
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ID.me Pricing
ID.me ROI & Value For Money
1.5/5
ID.me has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
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ID.me Pricing Plans
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 Automotive and Transportation industry. The users from the Architecture and Planning industry think that they had the lowest ROI from ID.me.
Quick Insights into ID.me ROI
ID.me's ROI score was rated highest by customers from the Automotive and Transportation industry, and rated lowest by customers from the Warehousing industry.
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Ranked ID.me ROI the Highest
Ranked ID.me ROI the Lowest
ID.me ROI Score by Gender
ID.me's ROI score was rated 1.5 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of ID.me.
Male
1.5/5
Female
1.5/5
ID.me ROI Score by Ethnicity
ID.me's ROI score was rated the highest by Native American customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of ID.me.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.7 | Hispanic or Latino | 1.7 |
African American/Black 2 | African American/Black | 2 |
Native American 2.1 | Native American | 2.1 |
Other 1.5 | Other | 1.5 |
ID.me ROI Score by Age
ID.me's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of ID.me.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.7 | 41-45 | 1.7 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
ID.me ROI Score by Usage
ID.me's ROI score was rated the highest by customers who have used ID.me's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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ID.me ROI Score by Industry
ID.me's ROI score was rated the highest by Automotive and Transportation industry customers, and the lowest by Warehousing industry customers.
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ID.me Customer Satisfaction (CSAT)
ID.me Customer Satisfaction (CSAT) Score
25 / 100
ID.me has an overall Customer Satisfaction score of 25 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
17%
Satisfied
8%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
4%
Very Dissatisfied
63%
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 ID.me Customer Satisfaction
ID.me's Customer Satisfaction score was rated highest by customers from the Automotive and Transportation industry, and rated lowest by customers from the Government and Public Policy industry.
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Ranked ID.me Customer Satisfaction the Highest
Ranked ID.me Customer Satisfaction the Lowest
ID.me Customer Satisfaction Score by Gender
Male customers rated ID.me's Customer Satisfaction score 11 points higher than Female customers.
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27 / 100
MaleVery Satisfied | 21% | |
|---|---|---|
Satisfied | 6% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 0% | |
Very Dissatisfied | 67% |
16 / 100
FemaleVery Satisfied | 3% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 6% | |
Very Dissatisfied | 68% |
ID.me Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
ID.me's Customer Satisfaction (CSAT) score was rated 14% according to Caucasian users and customers.
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14 / 100
Very Satisfied
7%
Satisfied
7%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
5%
Very Dissatisfied
76%
CSAT according to Hispanic or Latino
ID.me's Customer Satisfaction (CSAT) score was rated 49% according to Hispanic or Latino users and customers.
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49 / 100
Very Satisfied
36%
Satisfied
13%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
0%
Very Dissatisfied
38%
CSAT according to African American/Black
ID.me's Customer Satisfaction (CSAT) score was rated 33% according to African American/Black users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
0%
Very Dissatisfied
59%
CSAT according to Native American
ID.me's Customer Satisfaction (CSAT) score was rated 40% according to Native American users and customers.
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40 / 100
Very Satisfied
0%
Satisfied
40%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
40%
CSAT according to Other
ID.me's Customer Satisfaction (CSAT) score was rated 8% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of ID.me.
8 / 100
Very Satisfied
8%
Satisfied
0%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
0%
Very Dissatisfied
84%
ID.me Customer Satisfaction Score by Age
ID.me's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 40% | |||||||||||||||
| 31-35 | 27% | |||||||||||||||
| 36-40 | 33% | |||||||||||||||
| 41-45 | 30% | |||||||||||||||
| 46-50 | 11% | |||||||||||||||
| 51-55 | 17% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 0% | |||||||||||||||
| 66+ | 12% |
ID.me Customer Satisfaction Score by Usage
ID.me's Customer Satisfaction score was rated the highest by customers who have used ID.me's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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ID.me Customer Satisfaction Score by Industry
ID.me's Customer Satisfaction score was rated the highest by Automotive and Transportation industry customers, and the lowest by Government and Public Policy industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "ID.me Customer Satisfaction Score by Industry",
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"bars": [
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"label": "Tech",
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"scoreClassName": "",
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]
}ID.me Customer Service
1.5/5
ID.me has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
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About ID.me's Customer Service
Address
Mclean, VA 22102
Website
https://www.id.me
Phone Number
(866) 775-4363
ID.me's Social Links
Quick Insights into ID.me Customer Service
ID.me's Customer Service score was rated highest by customers from the Automotive and Transportation industry, and rated lowest by customers from the Warehousing industry.
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Ranked ID.me Customer Service the Highest
Ranked ID.me Customer Service the Lowest
ID.me Customer Service Score by Gender
ID.me's Customer Service score was rated 1.5 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of ID.me.
Male
1.5/5
Female
1.5/5
ID.me Customer Service Score by Ethnicity
ID.me's Customer Service score was rated the highest by Native American customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of ID.me.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.7 | Hispanic or Latino | 1.7 |
African American/Black 2 | African American/Black | 2 |
Native American 2.3 | Native American | 2.3 |
Other 1.5 | Other | 1.5 |
ID.me Customer Service Score by Age
ID.me's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of ID.me.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.7 | 41-45 | 1.7 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
ID.me Customer Service Score by Usage
ID.me's Customer Service score was rated the highest by customers who have used ID.me's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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ID.me Customer Service Score by Industry
ID.me's Customer Service score was rated the highest by Automotive and Transportation industry customers, and the lowest by Warehousing industry customers.
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ID.me as an Employer
4.2/5
ID.me has a 4.2/5 stars for its overall company culture rated by their employees
top
35%
Consumer vs. Employees
ID.me scored a -75 for Net Promoter Score and a 3 for Employee Net Promoter Score. NPS gauges how likely a customer of ID.me would recommend the brand to a friend. ENPS measures how likely ID.me employees would recommend working at ID.me to a friend.
Net Promoter Score
-75
NPS Score
| 11% | Promoters |
|---|---|
| 3% | Passive |
| 86% | Detractors |
Employee Net Promoter Score
3
eNPS Score
| 40% | Promoters |
|---|---|
| 23% | Passive |
| 37% | Detractors |
