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John Hancock
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About John Hancock's Brand

Brand at a Glance

77%
Customer Loyalty
2.8/5
Product Quality
2.8/5
Pricing
2.9/5
Customer Service

John Hancock NPS

John Hancock's Net Promoter Score (NPS) is a -4 with 44% Promoters, 8% Passives, and 48% Detractors. Net Promoter Score tracks whether John Hancock's customers would recommend using the product based on a scale of -100 to 100.

John Hancock Overall NPS

-4
NPS
44%Promoters
8%Passives
48%Detractors
John Hancock Overall NPS

John Hancock NPS Trend

-100
-50
0
50
100
Dec 2020
-17
Dec 2020-17
Jan 2021
-29
Jan 2021-29
Feb 2021
-22
Feb 2021-22
May 2021
-18
May 2021-18
Jun 2021
-9
Jun 2021-9
Jul 2021
-8
Jul 2021-8
Aug 2021
-1
Aug 2021-1
Nov 2021
0
Nov 20210
Dec 2021
-6
Dec 2021-6
Feb 2022
-5
Feb 2022-5
Mar 2022
-5
Mar 2022-5
Apr 2022
-4
Apr 2022-4

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.

John Hancock NPS by Gender

Male customers rated John Hancock's NPS 25 points higher than Female customers.

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Male

0

John Hancock's NPS was rated by Male customers on Comparably.

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50%
Promoters
0%
Passives
50%
Detractors

Female

-25

John Hancock's NPS was rated -25 by Female customers on Comparably.

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25%
Promoters
25%
Passives
50%
Detractors

John Hancock NPS by Ethnicity

John Hancock's NPS was rated 20 points by Caucasian customers on Comparably.

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-100
-50
0
50
100
Caucasian
20
Caucasian20

John Hancock NPS by Age

John Hancock's NPS was rated -100 points by customers ages 66+ on Comparably.

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0
20
40
60
80
100
Promoters
0%
Passives
0%
Detractors
100%
66+0%0%100%

John Hancock NPS by Usage

John Hancock's NPS was rated -42 points by customers who have used John Hancock's products/services for Over 10 Years.

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-100
-50
0
50
100
Over 10 Years
-42
Over 10 Years-42

John Hancock Customer Reviews

Out of the 3 John Hancock customer reviews 1 was positive and 2 were constructive. John Hancock 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.

What can this brand most improve?
Decades of paying premium on time and now that we have an open claim, getting reimbursement is a full time job. Unbelieveable.
Review from Boston, MA / Male / Caucasian / 66+
What do you value most about this brand?
Longevity of the company brand
Review from Boston, MA / Male / Caucasian / 51-55
What can this brand most improve?
Honor your product and care
Review from Boston, MA / Female / Caucasian / 66+

John Hancock Customer Loyalty

77%

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.

77% of John Hancock 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?"

PRO Demo Our Brand Intelligence Solutions

77
77%
23
23%
John Hancock Customer Loyalty

John Hancock Customer Loyalty Score by Gender

Male customers rated John Hancock's Customer Loyalty score 45% higher than Female customers.

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Male
100%
Yes
Female
55%
Yes

John Hancock Customer Loyalty Score by Ethnicity

John Hancock's Customer Loyalty score was rated 100% by Caucasian customers on Comparably.

% who answered "Yes"

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100
out of 100
Caucasian

John Hancock Customer Loyalty Score by Age

John Hancock's Customer Loyalty score was rated 70% by customers ages 66+ on Comparably.

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0
20%
40%
60%
80%
100%
66+
70%
66+70%

John Hancock Customer Loyalty Score by Usage

John Hancock's Customer Loyalty score was rated 74% by customers who have used John Hancock's products/services for Over 10 Years.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.

Over 10 Years
74%

John Hancock Product Quality

2.8/5

John Hancock has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.

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John Hancock Product Information

John Hancock’s product quality score is a 2.8 out of 5 as rated by its users and customers.

Website
http://www.johnhancock.com
Company Size
10,000+ Employees

Industry

FinTech
Healthcare

Quick Insights into John Hancock Product Quality

John Hancock's Product Quality score was rated highest by Caucasian customers, and rated lowest by Female customers.

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Ranked John Hancock Product Quality the Highest

Caucasian
3.9
Male
3.9
Over 10 Years
2.4

Ranked John Hancock Product Quality the Lowest

Female
2.1

John Hancock Product Quality Score by Gender

Male customers rated John Hancock's Product Quality score 1.8 stars higher than Female customers.

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Male

3.9/5

Female

2.1/5

John Hancock Product Quality Score by Ethnicity

John Hancock's Product Quality score was rated 3.9 stars by Caucasian customers on Comparably.

Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of John Hancock.
0
1
2
3
4
5
Caucasian
3.9
Caucasian3.9

John Hancock Product Quality Score by Age

John Hancock's Product Quality score was rated 1.6 stars by customers ages 66+ on Comparably.

Sign Up for Brand Profile PRO to get the full Product Quality by Age data of John Hancock.
0
1
2
3
4
5
66+
1.6
66+1.6

John Hancock Product Quality Score by Usage

John Hancock's Product Quality score was rated 2.4 stars by customers who have used John Hancock's products/services for Over 10 Years.

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Over 10 Years
2.4

John Hancock Pricing

John Hancock ROI & Value For Money

2.8/5

John Hancock has a value for money and ROI score of 2.8 out of 5 stars rated by its users and customers.

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Quick Insights into John Hancock ROI

John Hancock's ROI score was rated highest by Caucasian customers, and rated lowest by Female customers.

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Ranked John Hancock ROI the Highest

Caucasian
3.3
Male
2.9
Over 10 Years
2

Ranked John Hancock ROI the Lowest

Female
2.4

John Hancock ROI Score by Gender

Male customers rated John Hancock's ROI score 0.5 stars higher than Female customers.

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Male

2.9/5

Female

2.4/5

John Hancock ROI Score by Ethnicity

John Hancock's ROI score was rated 3.3 stars by Caucasian customers on Comparably.

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0
1
2
3
4
5
Caucasian
3.3
Caucasian3.3

John Hancock ROI Score by Age

John Hancock's ROI score was rated 1.5 stars by customers ages 66+ on Comparably.

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0
1
2
3
4
5
66+
1.5
66+1.5

John Hancock ROI Score by Usage

John Hancock's ROI score was rated 2 stars by customers who have used John Hancock's products/services for Over 10 Years.

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Over 10 Years
2

John Hancock Customer Service

2.9/5

John Hancock has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.

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About John Hancock's Customer Service

Address

Boston, MA


Website

http://www.johnhancock.com

Quick Insights into John Hancock Customer Service

John Hancock's Customer Service score was rated highest by Caucasian customers, and rated lowest by Female customers.

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Ranked John Hancock Customer Service the Highest

Caucasian
3.2
Male
2.7
Over 10 Years
2.3

Ranked John Hancock Customer Service the Lowest

Female
2.2

John Hancock Customer Service Score by Gender

Male customers rated John Hancock's Customer Service score 0.5 stars higher than Female customers.

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Male

2.7/5

Female

2.2/5

John Hancock Customer Service Score by Ethnicity

John Hancock's Customer Service score was rated 3.2 stars by Caucasian customers on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of John Hancock.
0
1
2
3
4
5
Caucasian
3.2
Caucasian3.2

John Hancock Customer Service Score by Age

John Hancock's Customer Service score was rated 1.5 stars by customers ages 66+ on Comparably.

Sign Up for Brand Profile PRO to get the full Customer Service by Age data of John Hancock.
0
1
2
3
4
5
66+
1.5
66+1.5

John Hancock Customer Service Score by Usage

John Hancock's Customer Service score was rated 2.3 stars by customers who have used John Hancock's products/services for Over 10 Years.

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Over 10 Years
2.3

John Hancock as an Employer

3.4/5

John Hancock has a 3.4/5 stars for its overall company culture rated by their employees

  John Hancock CEO
top
20%
CEO of John Hancock

In the Top 20% of Similar Sized Companies on Comparably.

Consumer vs. Employees

John Hancock scored a -4 for Net Promoter Score and a 22 for Employee Net Promoter Score. NPS gauges how likely a customer of John Hancock would recommend the brand to a friend. ENPS measures how likely John Hancock employees would recommend working at John Hancock to a friend.

Net Promoter Score

-4
NPS Score
44%Promoters
8%Passive
48%Detractors

Employee Net Promoter Score

22
eNPS Score
55%Promoters
12%Passive
33%Detractors

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