-23
NPS
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John Hancock
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About John Hancock's Brand
Brand at a Glance
70%
Customer Loyalty
2.6/5
Product Quality
2.5/5
Pricing
2.3/5
Customer Service
John Hancock NPS
John Hancock's Net Promoter Score (NPS) is a -23 with 35% Promoters, 7% Passives, and 58% 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
| 35% | Promoters |
|---|---|
| 7% | Passives |
| 58% | Detractors |
John Hancock NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2024 -20 | Jan 2024 | -20 |
Feb 2024 -24 | Feb 2024 | -24 |
Mar 2024 -24 | Mar 2024 | -24 |
Apr 2024 -18 | Apr 2024 | -18 |
May 2024 -19 | May 2024 | -19 |
Jun 2024 -17 | Jun 2024 | -17 |
Aug 2024 -20 | Aug 2024 | -20 |
Sep 2024 -22 | Sep 2024 | -22 |
Oct 2024 -20 | Oct 2024 | -20 |
Dec 2024 -20 | Dec 2024 | -20 |
Mar 2025 -22 | Mar 2025 | -22 |
Oct 2025 -24 | Oct 2025 | -24 |
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
Female customers rated John Hancock's NPS 13 points higher than Male customers.
Male
-76
John Hancock's NPS was rated -76 by Male customers on Comparably.
12%
Promoters
0%
Passives
88%
Detractors
Female
-63
John Hancock's NPS was rated -63 by Female customers on Comparably.
12%
Promoters
13%
Passives
75%
Detractors
John Hancock NPS by Ethnicity
John Hancock's NPS was rated -72 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -72 | Caucasian | -72 |
John Hancock NPS by Age
John Hancock's NPS was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
John Hancock NPS by Usage
John Hancock's NPS was rated the highest by customers who have used John Hancock's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -67 | Less than 1 Year | -67 |
2 to 5 Years -34 | 2 to 5 Years | -34 |
5 to 10 Years -34 | 5 to 10 Years | -34 |
Over 10 Years -78 | Over 10 Years | -78 |
John Hancock Customer Reviews
Out of the 9 John Hancock customer reviews 1 was positive and 8 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.
All Reviews
Positive Reviews
Constructive Reviews
John Hancock Customer Loyalty
70%
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.
70% of John Hancock users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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John Hancock Customer Loyalty Score by Gender
Male customers rated John Hancock's Customer Loyalty score 19% higher than Female customers.
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Male
74%
Yes
Female
55%
Yes
John Hancock Customer Loyalty Score by Ethnicity
John Hancock's Customer Loyalty score was rated 74% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of John Hancock.
74
out of 100
Caucasian
John Hancock Customer Loyalty Score by Age
John Hancock's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of John Hancock.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
51-55 70% | 51-55 | 70% |
61-65 70% | 61-65 | 70% |
66+ 68% | 66+ | 68% |
John Hancock Customer Loyalty Score by Usage
John Hancock's Customer Loyalty score was rated the highest by customers who have used John Hancock's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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.
John Hancock Customer Loyalty Score by Industry
John Hancock's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Tech industry customers.
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John Hancock Product Quality
2.6/5
John Hancock has an overall Product Quality score of 2.6 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 2.6 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated John Hancock's product the highest. Reviewers from the Tech industry rated John Hancock the lowest at 1.5.
- 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 customers ages 51-55, and rated lowest by customers from the Tech industry.
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Ranked John Hancock Product Quality the Highest
Ranked John Hancock Product Quality the Lowest
John Hancock Product Quality Score by Gender
Male customers rated John Hancock's Product Quality score 0.3 stars higher than Female customers.
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Male
2/5
Female
1.7/5
John Hancock Product Quality Score by Ethnicity
John Hancock's Product Quality score was rated 2 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
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
John Hancock Product Quality Score by Age
John Hancock's Product Quality score was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of John Hancock.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
51-55 3.8 | 51-55 | 3.8 |
61-65 2.6 | 61-65 | 2.6 |
66+ 1.5 | 66+ | 1.5 |
John Hancock Product Quality Score by Usage
John Hancock's Product Quality score was rated the highest by customers who have used John Hancock's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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John Hancock Product Quality Score by Industry
John Hancock's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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John Hancock Pricing
John Hancock ROI & Value For Money
2.5/5
John Hancock has a value for money and ROI score of 2.5 out of 5 stars rated by its users and customers.
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John Hancock 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 Banking and Financial Services industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from John Hancock.
Quick Insights into John Hancock ROI
John Hancock's ROI score was rated highest by customers who have used John Hancock's products/services for 2 to 5 Years, and rated lowest by customers from the Tech industry.
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Ranked John Hancock ROI the Highest
Ranked John Hancock ROI the Lowest
John Hancock ROI Score by Gender
Female customers rated John Hancock's ROI score 0.3 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of John Hancock.
Male
1.6/5
Female
1.9/5
John Hancock ROI Score by Ethnicity
John Hancock's ROI score was rated 1.7 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of John Hancock.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.7 | Caucasian | 1.7 |
John Hancock ROI Score by Age
John Hancock's ROI score was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of John Hancock.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
51-55 3.3 | 51-55 | 3.3 |
61-65 1.8 | 61-65 | 1.8 |
66+ 1.5 | 66+ | 1.5 |
John Hancock ROI Score by Usage
John Hancock's ROI score was rated the highest by customers who have used John Hancock's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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John Hancock ROI Score by Industry
John Hancock's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Tech industry customers.
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John Hancock Customer Satisfaction (CSAT)
John Hancock Customer Satisfaction (CSAT) Score
27 / 100
John Hancock has an overall Customer Satisfaction score of 27 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
18%
Satisfied
9%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
8%
Very Dissatisfied
57%
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 John Hancock Customer Satisfaction
John Hancock's Customer Satisfaction score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked John Hancock Customer Satisfaction the Highest
Ranked John Hancock Customer Satisfaction the Lowest
John Hancock Customer Satisfaction Score by Gender
Male customers rated John Hancock's Customer Satisfaction score 0 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of John Hancock.
7 / 100
MaleVery Satisfied | 7% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 6% | |
Very Dissatisfied | 87% |
0
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 100% |
John Hancock Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
John Hancock's Customer Satisfaction (CSAT) score was rated 5% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of John Hancock.
5 / 100
Very Satisfied
5%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
5%
Very Dissatisfied
90%
John Hancock Customer Satisfaction Score by Age
John Hancock's Customer Satisfaction score was rated 0 points by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of John Hancock.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 66+ | 0% |
John Hancock Customer Satisfaction Score by Usage
John Hancock's Customer Satisfaction score was rated 0 points by customers who have used John Hancock's products/services for Over 10 Years.
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John Hancock Customer Satisfaction Score by Industry
John Hancock's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"label": "Banking and Financial Services",
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}John Hancock Customer Service
2.3/5
John Hancock has an overall Customer Service score of 2.3 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 customers ages 51-55, and rated lowest by customers who have used John Hancock's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked John Hancock's Customer Service score.
Ranked John Hancock Customer Service the Highest
Ranked John Hancock Customer Service the Lowest
John Hancock Customer Service Score by Gender
John Hancock's Customer Service 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
John Hancock Customer Service Score by Ethnicity
John Hancock's Customer Service score was rated 1.5 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
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
John Hancock Customer Service Score by Age
John Hancock's Customer Service score was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of John Hancock.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
51-55 3.1 | 51-55 | 3.1 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
John Hancock Customer Service Score by Usage
John Hancock's Customer Service score was rated the highest by customers who have used John Hancock's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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John Hancock Customer Service Score by Industry
John Hancock's Customer Service score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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John Hancock as an Employer
3.3/5
John Hancock has a 3.3/5 stars for its overall company culture rated by their employees
top
35%
Consumer vs. Employees
John Hancock scored a -23 for Net Promoter Score and a -3 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
-23
NPS Score
| 35% | Promoters |
|---|---|
| 7% | Passive |
| 58% | Detractors |
Employee Net Promoter Score
-3
eNPS Score
| 41% | Promoters |
|---|---|
| 15% | Passive |
| 44% | Detractors |
