-4
NPS
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Intercom
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About Intercom's Brand
Intercom's mission is to make internet business personal - helping businesses connect quickly, easily, and personally with their customers. Among its major competitors, Intercom is ranked in 6th place for NPS while Drift is 1st, and Gainsight is 2nd. Overall, Intercom has a neutral social sentiment, when analyzing social media channels and online mentions.Their current valuation is $1.30B
Brand at a Glance
66%
Customer Loyalty
3.4/5
Product Quality
3.5/5
Pricing
3.8/5
Customer Service
Intercom Ranking
- #4 / 4 of its competitors
Intercom NPS
Intercom's Net Promoter Score (NPS) is a -4 with 40% Promoters, 16% Passives, and 44% Detractors. Net Promoter Score tracks whether Intercom's customers would recommend using the product based on a scale of -100 to 100.
Intercom Overall NPS
| 40% | Promoters |
|---|---|
| 16% | Passives |
| 44% | Detractors |
Intercom NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2022 -6 | Aug 2022 | -6 |
Mar 2023 0 | Mar 2023 | 0 |
Sep 2023 -1 | Sep 2023 | -1 |
Dec 2023 4 | Dec 2023 | 4 |
Feb 2024 -1 | Feb 2024 | -1 |
Mar 2024 4 | Mar 2024 | 4 |
May 2024 8 | May 2024 | 8 |
Sep 2024 -1 | Sep 2024 | -1 |
Feb 2025 2 | Feb 2025 | 2 |
Jun 2025 3 | Jun 2025 | 3 |
Nov 2025 -1 | Nov 2025 | -1 |
Jan 2026 -4 | Jan 2026 | -4 |
How Other Brands Compare
Intercom is ranked #4 for NPS among its competitors. Gainsight and Zendesk come in first and second, with MaritzCX coming in at third. Among those competitors, it is the third most valued company behind Zendesk.
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.
Intercom NPS by Gender
Intercom's NPS was rated -20 by Male customers on Comparably.
Male
-20
Intercom's NPS was rated -20 by Male customers on Comparably.
40%
Promoters
0%
Passives
60%
Detractors
Female
N/A
Intercom's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Intercom NPS by Ethnicity
Intercom's NPS was rated 0 points by Hispanic or Latino customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Hispanic or Latino 0 | Hispanic or Latino | 0 |
Intercom NPS by Age
Intercom's NPS was rated 0 points by customers ages 26-30 on Comparably.
Intercom NPS by Usage
Intercom's NPS was rated -34 points by customers who have used Intercom's products/services for 2 to 5 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years -34 | 2 to 5 Years | -34 |
Intercom Customer Loyalty
66%
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.
66% of Intercom users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Intercom Customer Loyalty Score by Gender
Intercom's Customer Loyalty score was rated 64 by Male customers on Comparably.
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Male
64%
Yes
Female
N/A
Yes
Intercom Customer Loyalty Score by Ethnicity
Intercom's Customer Loyalty score was rated 70% by Hispanic or Latino customers on Comparably.
% who answered "Yes"
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70
out of 100
Hispanic or Latino
Intercom Customer Loyalty Score by Age
Intercom's Customer Loyalty score was rated 100% by customers ages 26-30 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 100% | 26-30 | 100% |
Intercom Customer Loyalty Score by Usage
Intercom's Customer Loyalty score was rated 40% by customers who have used Intercom's products/services for 2 to 5 Years.
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Intercom Customer Loyalty Score by Industry
Intercom's Customer Loyalty score was rated 78% by Tech industry customers.
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Intercom Customer Loyalty vs. Competitors
Compared to its competitors, Intercom's Customer Loyalty score is rated right above Drift, and is preceded by Zendesk.
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Intercom Product Quality
3.4/5
Intercom has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Intercom Product Information
Intercom’s product quality score is a 3.4 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Intercom's product the highest.
- Website
- https://www.intercom.com
- Company Size
- 1,001-5,000 Employees
Industry
Information Services
Tech
Business Services
SaaS
Quick Insights into Intercom Product Quality
Intercom's Product Quality score was rated highest by customers from the Tech industry.
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Ranked Intercom Product Quality the Highest
Intercom Product Quality Score by Gender
Intercom's Product Quality score was rated 3.3 by Male customers on Comparably.
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Male
3.3/5
Female
N/A
Intercom Product Quality Score by Ethnicity
Intercom's Product Quality score was rated 3 stars by Hispanic or Latino customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Intercom.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Hispanic or Latino 3 | Hispanic or Latino | 3 |
Intercom Product Quality Score by Age
Intercom's Product Quality score was rated 3.3 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Intercom.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.3 | 26-30 | 3.3 |
Intercom Product Quality Score by Usage
Intercom's Product Quality score was rated 3 stars by customers who have used Intercom's products/services for 2 to 5 Years.
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Intercom Product Quality Score by Industry
Intercom's Product Quality score was rated 3.5 stars by Tech industry customers.
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Intercom Product Quality vs. Competitors
Compared to its competitors, Intercom's Product Quality score is rated right above ClientSuccess, and is preceded by MaritzCX.
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Intercom Pricing
Intercom ROI & Value For Money
3.5/5
Intercom has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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Intercom 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 Tech industry.
Quick Insights into Intercom ROI
Intercom's ROI score was rated highest by customers ages 26-30.
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Ranked Intercom ROI the Highest
Intercom ROI Score by Gender
Intercom's ROI score was rated 2.9 by Male customers on Comparably.
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Male
2.9/5
Female
N/A
Intercom ROI Score by Ethnicity
Intercom's ROI score was rated 3.1 stars by Hispanic or Latino customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Hispanic or Latino 3.1 | Hispanic or Latino | 3.1 |
Intercom ROI Score by Age
Intercom's ROI score was rated 3.6 stars by customers ages 26-30 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.6 | 26-30 | 3.6 |
Intercom ROI Score by Usage
Intercom's ROI score was rated 2.5 stars by customers who have used Intercom's products/services for 2 to 5 Years.
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Intercom ROI Score by Industry
Intercom's ROI score was rated 3.4 stars by Tech industry customers.
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Intercom Pricing vs. Competitors
Compared to its competitors, Intercom's ROI score is rated right above ClientSuccess, and is preceded by Totango.
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Intercom Customer Satisfaction (CSAT)
Intercom Customer Satisfaction (CSAT) Score
40 / 100
Intercom has an overall Customer Satisfaction score of 40 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
20%
Satisfied
20%
Neither Satisfied nor Dissatisfied
40%
Dissatisfied
10%
Very Dissatisfied
10%
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 Intercom Customer Satisfaction
Intercom's Customer Satisfaction score was rated highest by Male customers.
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Ranked Intercom Customer Satisfaction the Highest
Intercom Customer Satisfaction Score by Gender
Intercom's Customer Satisfaction score was rated 0 by Male customers on Comparably.
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0
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 67% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
Intercom Customer Satisfaction vs. Competitors
Compared to its competitors, Intercom's Customer Satisfaction score is rated right above Drift, and is preceded by Mixpanel.
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Intercom Customer Service
3.8/5
Intercom has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Intercom's Customer Service
Address
San Francisco, CA 94105
Website
https://www.intercom.com
Phone Number
0000000000
Intercom's Social Links
Quick Insights into Intercom Customer Service
Intercom's Customer Service score was rated highest by customers ages 26-30.
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Ranked Intercom Customer Service the Highest
Intercom Customer Service Score by Gender
Intercom's Customer Service score was rated 3.2 by Male customers on Comparably.
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Male
3.2/5
Female
N/A
Intercom Customer Service Score by Ethnicity
Intercom's Customer Service score was rated 3.3 stars by Hispanic or Latino customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Intercom.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
Intercom Customer Service Score by Age
Intercom's Customer Service score was rated 3.8 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Intercom.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3.8 | 26-30 | 3.8 |
Intercom Customer Service Score by Usage
Intercom's Customer Service score was rated 2.8 stars by customers who have used Intercom's products/services for 2 to 5 Years.
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Intercom Customer Service Score by Industry
Intercom's Customer Service score was rated 3.6 stars by Tech industry customers.
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Intercom Customer Service vs. Competitors
Compared to its competitors, Intercom's Customer Service score is rated right above Totango, and is preceded by Mixpanel.
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Intercom as an Employer
4.3/5
Intercom has a 4.3/5 stars for its overall company culture rated by their employees
top
25%
Consumer vs. Employees
Intercom scored a -4 for Net Promoter Score and a 14 for Employee Net Promoter Score. NPS gauges how likely a customer of Intercom would recommend the brand to a friend. ENPS measures how likely Intercom employees would recommend working at Intercom to a friend.
Net Promoter Score
-4
NPS Score
| 40% | Promoters |
|---|---|
| 16% | Passive |
| 44% | Detractors |
Employee Net Promoter Score
14
eNPS Score
| 42% | Promoters |
|---|---|
| 30% | Passive |
| 28% | Detractors |
