67
NPS
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Imperial Brands
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About Imperial Brands' Brand
Producer and distributor of tobacco products. The company offers a comprehensive range of cigarettes, fine cut and smokeless tobaccos, papers and cigars that are sold in 160 markets worldwide through their various brands focusing on maximising sales, cost and cash opportunities and to deliver sustainable shareholder returns. Among its major competitors, Imperial Brands is ranked in 2nd place for NPS while Japan Tobacco is 1st, and Philip Morris International is 3rd.
Brand at a Glance
100%
Customer Loyalty
4/5
Product Quality
3.2/5
Pricing
3.5/5
Customer Service
Imperial Brands Ranking
- #2 / 4 of its competitors
Imperial Brands NPS
Imperial Brands's Net Promoter Score (NPS) is a 67 with 67% Promoters, 33% Passives, and 0% Detractors. Net Promoter Score tracks whether Imperial Brands's customers would recommend using the product based on a scale of -100 to 100.
Imperial Brands Overall NPS
| 67% | Promoters |
|---|---|
| 33% | Passives |
| 0% | Detractors |
Imperial Brands NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2020 0 | Nov 2020 | 0 |
Apr 2022 50 | Apr 2022 | 50 |
Sep 2023 66 | Sep 2023 | 66 |
How Other Brands Compare
Imperial Brands is ranked second for NPS among its competitors. Japan Tobacco and Philip Morris International come in first and third, with Altria coming in at #4.
Imperial Brands |  Philip Morris International |  Altria |  Japan Tobacco | |
| Global Ranking | #- | #548 | #616 | #- |
| NPS | 67 | 26 | 26 | 100 |
| Valuation Updated every 24 hours for public companies | - | $143.72B | $94.79B | $36.10B |
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.
Imperial Brands NPS vs. Competitors
Compared to its competitors, Imperial Brands's NPS is rated right above Philip Morris International, and is preceded by Japan Tobacco.
| COMPANY | NPS Score | |
|---|---|---|
| Japan Tobacco | 100 |
| Imperial Brands | 67 |
| Philip Morris International | 26 |
| Altria | 26 |
 | Reynolds American | 19 |
 | British American Tobacco | 3 |
 | Altadis | N/A |
Imperial Brands 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 Imperial Brands 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?"
Imperial Brands Customer Loyalty vs. Competitors
Compared to its competitors, Imperial Brands's Customer Loyalty score is rated right above British American Tobacco, and is preceded by Japan Tobacco.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Japan Tobacco | 100% |
| Imperial Brands | 100% |
| British American Tobacco | 83% |
| Philip Morris International | 79% |
| Altria | 73% |
| Reynolds American | 72% |
| Altadis | N/A |
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Imperial Brands Product Quality
4/5
Imperial Brands has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Imperial Brands Product Information
Imperial Brands’s product quality score is a 4 out of 5 as rated by its users and customers.
- Website
- www.imperialbrandsplc.com
- Company Size
- 10,000+ Employees
Imperial Brands Product Quality vs. Competitors
Compared to its competitors, Imperial Brands's Product Quality score is rated right above British American Tobacco, and is preceded by Reynolds American.
| COMPANY | Product Quality Score | |
|---|---|---|
| Japan Tobacco | 5/5 |
| Reynolds American | 4.1/5 |
| Imperial Brands | 4/5 |
| British American Tobacco | 3.9/5 |
| Philip Morris International | 3.9/5 |
| Altria | 3.8/5 |
| Altadis | N/A |
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Imperial Brands Pricing
Imperial Brands ROI & Value For Money
3.2/5
Imperial Brands has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.
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Imperial Brands Pricing vs. Competitors
Compared to its competitors, Imperial Brands's ROI score is rated right above Altadis, and is preceded by Altria.
| COMPANY | Pricing Score | |
|---|---|---|
| Japan Tobacco | 5/5 |
| Philip Morris International | 3.8/5 |
| Reynolds American | 3.8/5 |
| British American Tobacco | 3.7/5 |
| Altria | 3.6/5 |
| Imperial Brands | 3.2/5 |
| Altadis | N/A |
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Imperial Brands Customer Satisfaction (CSAT)
Imperial Brands Customer Satisfaction (CSAT) Score
100 / 100
Imperial Brands 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
0%
Satisfied
100%
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.
Imperial Brands Customer Satisfaction vs. Competitors
Compared to its competitors, Imperial Brands's Customer Satisfaction score is rated right above British American Tobacco, and is preceded by Japan Tobacco.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Japan Tobacco | 100% |
| Imperial Brands | 100% |
| British American Tobacco | 82% |
| Reynolds American | 76% |
| Philip Morris International | 74% |
| Altria | 66% |
| Altadis | 0% |
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Imperial Brands Customer Service
3.5/5
Imperial Brands has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About Imperial Brands's Customer Service
Address
121 Winterstoke Road, Bristol, BS3 2LL Bahamas
Website
www.imperialbrandsplc.com
Phone Number
7
Imperial Brands Customer Service vs. Competitors
Compared to its competitors, Imperial Brands's Customer Service score is rated right above Altadis, and is preceded by Reynolds American.
| COMPANY | Customer Service Score | |
|---|---|---|
| Japan Tobacco | 5/5 |
| Philip Morris International | 3.9/5 |
| Altria | 3.8/5 |
| British American Tobacco | 3.7/5 |
| Reynolds American | 3.7/5 |
| Imperial Brands | 3.5/5 |
| Altadis | N/A |
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Consumer vs. Employees
Imperial Brands scored a 67 for Net Promoter Score and a -34 for Employee Net Promoter Score. NPS gauges how likely a customer of Imperial Brands would recommend the brand to a friend. ENPS measures how likely Imperial Brands employees would recommend working at Imperial Brands to a friend.
Net Promoter Score
67
NPS Score
| 67% | Promoters |
|---|---|
| 33% | Passive |
| 0% | Detractors |
Employee Net Promoter Score
-34
eNPS Score
| 33% | Promoters |
|---|---|
| 0% | Passive |
| 67% | Detractors |
