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NPS
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Lonza
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About Lonza's Brand
Lonza provides product development services to the pharmaceutical and biologic industries.
Brand at a Glance
73%
Customer Loyalty
3.6/5
Product Quality
3.6/5
Pricing
3.6/5
Customer Service
Lonza NPS
Lonza's Net Promoter Score (NPS) is a 1 with 36% Promoters, 29% Passives, and 35% Detractors. Net Promoter Score tracks whether Lonza's customers would recommend using the product based on a scale of -100 to 100.
Lonza Overall NPS
| 36% | Promoters |
|---|---|
| 29% | Passives |
| 35% | Detractors |
Lonza NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2024 3 | Feb 2024 | 3 |
Mar 2024 5 | Mar 2024 | 5 |
Apr 2024 7 | Apr 2024 | 7 |
May 2024 4 | May 2024 | 4 |
Jun 2024 4 | Jun 2024 | 4 |
Aug 2024 3 | Aug 2024 | 3 |
Sep 2024 3 | Sep 2024 | 3 |
Nov 2024 3 | Nov 2024 | 3 |
Dec 2024 3 | Dec 2024 | 3 |
Mar 2025 1 | Mar 2025 | 1 |
Aug 2025 2 | Aug 2025 | 2 |
Oct 2025 1 | Oct 2025 | 1 |
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.
Lonza NPS by Gender
Female customers rated Lonza's NPS 36 points higher than Male customers.
Male
-19
Lonza's NPS was rated -19 by Male customers on Comparably.
25%
Promoters
31%
Passives
44%
Detractors
Female
17
Lonza's NPS was rated 17 by Female customers on Comparably.
50%
Promoters
17%
Passives
33%
Detractors
Lonza NPS by Ethnicity
Lonza's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -30 | Caucasian | -30 |
Hispanic or Latino 34 | Hispanic or Latino | 34 |
African American/Black 0 | African American/Black | 0 |
Lonza NPS by Age
Lonza's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
Lonza NPS by Usage
Lonza's NPS was rated the highest by customers who have used Lonza'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 0 | Less than 1 Year | 0 |
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years 17 | 2 to 5 Years | 17 |
5 to 10 Years 0 | 5 to 10 Years | 0 |
Over 10 Years -67 | Over 10 Years | -67 |
Lonza Customer Reviews
Out of the 2 Lonza customer reviews 1 was positive and 1 was constructive. Lonza 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
Lonza Customer Loyalty
73%
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.
73% of Lonza 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?"
Lonza Customer Loyalty Score by Gender
Female customers rated Lonza's Customer Loyalty score 19% higher than Male customers.
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Male
66%
Yes
Female
85%
Yes
Lonza Customer Loyalty Score by Ethnicity
Lonza's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Lonza.
55
out of 100
Caucasian
70
out of 100
Hispanic or Latino
100
out of 100
African American/Black
Lonza Customer Loyalty Score by Age
Lonza's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
31-35 85% | 31-35 | 85% |
36-40 40% | 36-40 | 40% |
41-45 100% | 41-45 | 100% |
46-50 55% | 46-50 | 55% |
Lonza Customer Loyalty Score by Usage
Lonza's Customer Loyalty score was rated the highest by customers who have used Lonza's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years 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.
Lonza Customer Loyalty Score by Industry
Lonza's Customer Loyalty score was rated the highest by Biotech and Pharmaceuticals industry customers, and the lowest by Chemicals industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Lonza Product Quality
3.6/5
Lonza has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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Lonza Product Information
Lonza’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Biotech and Pharmaceuticals industry rated Lonza's product the highest. Reviewers from the Chemicals industry rated Lonza the lowest at 3.8.
- Website
- www.lonza.com
- Company Size
- 10,000+ Employees
Industry
Tech
Biotech and Pharmaceuticals
Quick Insights into Lonza Product Quality
Lonza's Product Quality score was rated highest by customers who have used Lonza's products/services for 2 to 5 Years, and rated lowest by customers ages 46-50.
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Ranked Lonza Product Quality the Highest
Ranked Lonza Product Quality the Lowest
Lonza Product Quality Score by Gender
Female customers rated Lonza's Product Quality score 0.7 stars higher than Male customers.
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Male
3.6/5
Female
4.3/5
Lonza Product Quality Score by Ethnicity
Lonza's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Lonza.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Hispanic or Latino 3.8 | Hispanic or Latino | 3.8 |
African American/Black 4.6 | African American/Black | 4.6 |
Lonza Product Quality Score by Age
Lonza's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Lonza.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
31-35 4.3 | 31-35 | 4.3 |
36-40 3.8 | 36-40 | 3.8 |
41-45 4.5 | 41-45 | 4.5 |
46-50 2.2 | 46-50 | 2.2 |
Lonza Product Quality Score by Usage
Lonza's Product Quality score was rated the highest by customers who have used Lonza's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Lonza Product Quality Score by Industry
Lonza's Product Quality score was rated the highest by Biotech and Pharmaceuticals industry customers, and the lowest by Chemicals industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Lonza Pricing
Lonza ROI & Value For Money
3.6/5
Lonza has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Lonza 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. The users from the Biotech and Pharmaceuticals industry think that they had the lowest ROI from Lonza.
Quick Insights into Lonza ROI
Lonza's ROI score was rated highest by customers ages 36-40, and rated lowest by customers ages 46-50.
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Ranked Lonza ROI the Highest
Ranked Lonza ROI the Lowest
Lonza ROI Score by Gender
Female customers rated Lonza's ROI score 0.6 stars higher than Male customers.
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Male
3.7/5
Female
4.3/5
Lonza ROI Score by Ethnicity
Lonza's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Lonza.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Hispanic or Latino 4.3 | Hispanic or Latino | 4.3 |
African American/Black 4.3 | African American/Black | 4.3 |
Lonza ROI Score by Age
Lonza's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Lonza.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.5 | 18-25 | 4.5 |
31-35 4.3 | 31-35 | 4.3 |
36-40 5 | 36-40 | 5 |
41-45 4.4 | 41-45 | 4.4 |
46-50 1.9 | 46-50 | 1.9 |
Lonza ROI Score by Usage
Lonza's ROI score was rated the highest by customers who have used Lonza's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Lonza ROI Score by Industry
Lonza's ROI score was rated the highest by Tech industry customers, and the lowest by Biotech and Pharmaceuticals industry customers.
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Lonza Customer Satisfaction (CSAT)
Lonza Customer Satisfaction (CSAT) Score
66 / 100
Lonza has an overall Customer Satisfaction score of 66 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
27%
Satisfied
39%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
6%
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 Lonza Customer Satisfaction
Lonza's Customer Satisfaction score was rated highest by customers ages 41-45, and rated lowest by Hispanic or Latino customers.
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Ranked Lonza Customer Satisfaction the Highest
Ranked Lonza Customer Satisfaction the Lowest
Lonza Customer Satisfaction Score by Gender
Female customers rated Lonza's Customer Satisfaction score 19 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Lonza.
64 / 100
MaleVery Satisfied | 37% | |
|---|---|---|
Satisfied | 27% | |
Neither Satisfied nor Dissatisfied | 18% | |
Dissatisfied | 9% | |
Very Dissatisfied | 9% |
83 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Lonza Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Lonza's Customer Satisfaction (CSAT) score was rated 72% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Lonza.
72 / 100
Very Satisfied
29%
Satisfied
43%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
14%
CSAT according to Hispanic or Latino
Lonza's Customer Satisfaction (CSAT) score was rated 34% according to Hispanic or Latino users and customers.
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34 / 100
Very Satisfied
34%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
33%
Very Dissatisfied
0%
CSAT according to African American/Black
Lonza's Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Lonza.
100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Lonza Customer Satisfaction Score by Age
Lonza's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Lonza.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 67% | |||||||||||||||
| 36-40 | 67% | |||||||||||||||
| 41-45 | 100% |
Lonza Customer Satisfaction Score by Usage
Lonza's Customer Satisfaction score was rated the highest by customers who have used Lonza's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Lonza Customer Satisfaction Score by Industry
Lonza's Customer Satisfaction score was rated the highest by Biotech and Pharmaceuticals industry customers, and the lowest by Chemicals industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"label": "Biotech and Pharmaceuticals",
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"scoreClassName": "max",
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}Lonza Customer Service
3.6/5
Lonza has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock Lonza's overall Customer Service score rated by its users and customers.
About Lonza's Customer Service
Address
Scott Air Force Base, IL
Website
www.lonza.com
Quick Insights into Lonza Customer Service
Lonza's Customer Service score was rated highest by customers ages 36-40, and rated lowest by customers ages 46-50.
Sign Up to unlock insights into how customers have ranked Lonza's Customer Service score.
Ranked Lonza Customer Service the Highest
Ranked Lonza Customer Service the Lowest
Lonza Customer Service Score by Gender
Female customers rated Lonza's Customer Service score 1.2 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Lonza.
Male
3.3/5
Female
4.5/5
Lonza Customer Service Score by Ethnicity
Lonza's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Lonza.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
African American/Black 3 | African American/Black | 3 |
Lonza Customer Service Score by Age
Lonza's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Lonza.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3 | 18-25 | 3 |
31-35 4.1 | 31-35 | 4.1 |
36-40 5 | 36-40 | 5 |
41-45 4.6 | 41-45 | 4.6 |
46-50 1.5 | 46-50 | 1.5 |
Lonza Customer Service Score by Usage
Lonza's Customer Service score was rated the highest by customers who have used Lonza's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Lonza Customer Service Score by Industry
Lonza's Customer Service score was rated the highest by Chemicals industry customers, and the lowest by Tech industry customers.
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Lonza as an Employer
3.3/5
Lonza has a 3.3/5 stars for its overall company culture rated by their employees
top
50%
Consumer vs. Employees
Lonza scored a 1 for Net Promoter Score and a 2 for Employee Net Promoter Score. NPS gauges how likely a customer of Lonza would recommend the brand to a friend. ENPS measures how likely Lonza employees would recommend working at Lonza to a friend.
Net Promoter Score
1
NPS Score
| 36% | Promoters |
|---|---|
| 29% | Passive |
| 35% | Detractors |
Employee Net Promoter Score
2
eNPS Score
| 40% | Promoters |
|---|---|
| 22% | Passive |
| 38% | Detractors |
