26
NPS
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JW Player
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About JW Player's Brand
JW Player offers an advanced and flexible media player for publishing videos, running video ads, and streaming web content. Among its major competitors, JW Player is ranked in 3rd place for NPS while Wistia is 1st, and Ceros Inc is 2nd.Their current valuation is $150.00M
Brand at a Glance
100%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.5/5
Customer Service
JW Player Ranking
- #2 / 4 of its competitors
JW Player NPS
JW Player's Net Promoter Score (NPS) is a 26 with 57% Promoters, 12% Passives, and 31% Detractors. Net Promoter Score tracks whether JW Player's customers would recommend using the product based on a scale of -100 to 100.
JW Player Overall NPS
| 57% | Promoters |
|---|---|
| 12% | Passives |
| 31% | Detractors |
JW Player NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2020 25 | Aug 2020 | 25 |
Jan 2021 34 | Jan 2021 | 34 |
May 2021 35 | May 2021 | 35 |
Apr 2022 31 | Apr 2022 | 31 |
May 2023 27 | May 2023 | 27 |
Sep 2023 28 | Sep 2023 | 28 |
Dec 2025 26 | Dec 2025 | 26 |
How Other Brands Compare
JW Player is ranked second for NPS among its competitors. Wistia and YouTube come in first and third, with Brightcove coming in at #4. Among those competitors, it is the lowest valued company behind YouTube.
JW Player |  YouTube |  Brightcove |  Wistia | |
| Global Ranking | #- | #75 | #- | #- |
| NPS | 26 | 12 | -11 | 52 |
| Valuation Updated every 24 hours for public companies | $150.00M | $1.44T | $173.36M | - |
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.
JW Player NPS by Usage
JW Player's NPS was rated the highest by customers who have used JW Player's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 0 | Less than 1 Year | 0 |
2 to 5 Years -19 | 2 to 5 Years | -19 |
JW Player 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 JW Player users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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JW Player Customer Loyalty vs. Competitors
Compared to its competitors, JW Player's Customer Loyalty score is rated right above YouTube.
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JW Player Product Quality
3.6/5
JW Player has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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JW Player Product Information
JW Player serves markets in the United States, Asia, China, Europe, Japan, Middle-East and Africa, Australia, Canada, India, United Kingdom, Latin America, and Germany. JW Player supports iOS and Web devices and offers products for small, medium, and large sized businesses.
JW Player’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated JW Player's product the highest. Reviewers from the Media and Entertainment industry rated JW Player the lowest at 3.
- Website
- http://www.jwplayer.com
- Company Size
- 201-500 Employees
Industry
Tech
AdTech
Content
Media
Languages Supported
English
Product Type
Content Marketing Software
Online Video Platform Software
Influencer Marketing Software
Ad Serving Software
Quick Insights into JW Player Product Quality
JW Player's Product Quality score was rated highest by customers who have used JW Player's products/services for 5 to 10 Years, and rated lowest by customers who have used JW Player's products/services for Less than 1 Year.
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Ranked JW Player Product Quality the Highest
Ranked JW Player Product Quality the Lowest
JW Player Product Quality Score by Usage
JW Player's Product Quality score was rated the highest by customers who have used JW Player's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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JW Player Product Quality Score by Industry
JW Player's Product Quality score was rated the highest by Tech industry customers, and the lowest by Media and Entertainment industry customers.
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JW Player Product Quality vs. Competitors
Compared to its competitors, JW Player's Product Quality score is rated right above YouTube, and is preceded by Ceros Inc.
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JW Player Pricing
JW Player ROI & Value For Money
3.4/5
JW Player has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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JW Player Pricing Plans
JW Player has a pricing structure that accommodates small, medium, and large businesses.
Who Uses JW Player?
Small Businesses
Medium Businesses
Large Enterprises
JW Player Pricing vs. Competitors
Compared to its competitors, JW Player's ROI score is rated right above YouTube, and is preceded by Ceros Inc.
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JW Player Customer Satisfaction (CSAT)
JW Player Customer Satisfaction (CSAT) Score
33 / 100
JW Player has an overall Customer Satisfaction score of 33 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
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
34%
Very Dissatisfied
33%
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.
JW Player Customer Satisfaction vs. Competitors
Compared to its competitors, JW Player's Customer Satisfaction score is rated right above Brightcove, and is preceded by YouTube.
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JW Player Customer Service
3.5/5
JW Player has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About JW Player's Customer Service
Address
2 Park Ave, New York City, NY 10016
Website
http://www.jwplayer.com
JW Player's Social Links
JW Player Customer Service vs. Competitors
Compared to its competitors, JW Player's Customer Service score is rated right above YouTube, and is preceded by Wistia.
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JW Player as an Employer
4.0/5
JW Player has a 4.0/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
JW Player scored a 26 for Net Promoter Score and a 0 for Employee Net Promoter Score. NPS gauges how likely a customer of JW Player would recommend the brand to a friend. ENPS measures how likely JW Player employees would recommend working at JW Player to a friend.
Net Promoter Score
26
NPS Score
| 57% | Promoters |
|---|---|
| 12% | Passive |
| 31% | Detractors |
Employee Net Promoter Score
0
eNPS Score
| 34% | Promoters |
|---|---|
| 32% | Passive |
| 34% | Detractors |
