-38
NPS
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Macmillan Publishers
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About Macmillan Publishers' Brand
Brand at a Glance
76%
Customer Loyalty
4.1/5
Product Quality
3.5/5
Pricing
4/5
Customer Service
Macmillan Publishers NPS
Macmillan Publishers's Net Promoter Score (NPS) is a -38 with 12% Promoters, 38% Passives, and 50% Detractors. Net Promoter Score tracks whether Macmillan Publishers's customers would recommend using the product based on a scale of -100 to 100.
Macmillan Publishers Overall NPS
| 12% | Promoters |
|---|---|
| 38% | Passives |
| 50% | Detractors |
Macmillan Publishers NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2020 0 | May 2020 | 0 |
Jun 2021 50 | Jun 2021 | 50 |
Nov 2021 0 | Nov 2021 | 0 |
Sep 2022 -25 | Sep 2022 | -25 |
Mar 2023 -20 | Mar 2023 | -20 |
Jun 2023 -17 | Jun 2023 | -17 |
Nov 2023 -29 | Nov 2023 | -29 |
May 2024 -38 | May 2024 | -38 |
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.
Macmillan Publishers Customer Loyalty
76%
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.
76% of Macmillan Publishers 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?"
Macmillan Publishers Product Quality
4.1/5
Macmillan Publishers has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Macmillan Publishers' overall Product Quality score rated by its users and customers.
Macmillan Publishers Product Information
Macmillan Publishers’s product quality score is a 4.1 out of 5 as rated by its users and customers.
- Website
- https://us.macmillan.com/
- Company Size
- 201-500 Employees
Industry
Content
Education
Media
Macmillan Publishers Pricing
Macmillan Publishers ROI & Value For Money
3.5/5
Macmillan Publishers 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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Macmillan Publishers Customer Satisfaction (CSAT)
Macmillan Publishers Customer Satisfaction (CSAT) Score
75 / 100
Macmillan Publishers has an overall Customer Satisfaction score of 75 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
25%
Satisfied
50%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
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.
Macmillan Publishers Customer Service
4/5
Macmillan Publishers has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Macmillan Publishers's Customer Service
Address
120 Broadway, York, NY 10271
Website
https://us.macmillan.com/
Macmillan Publishers as an Employer
2.8/5
Macmillan Publishers has a 2.8/5 stars for its overall company culture rated by their employees
bottom
30%
Consumer vs. Employees
Macmillan Publishers scored a -38 for Net Promoter Score and a -9 for Employee Net Promoter Score. NPS gauges how likely a customer of Macmillan Publishers would recommend the brand to a friend. ENPS measures how likely Macmillan Publishers employees would recommend working at Macmillan Publishers to a friend.
Net Promoter Score
-38
NPS Score
| 12% | Promoters |
|---|---|
| 38% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
-9
eNPS Score
| 33% | Promoters |
|---|---|
| 25% | Passive |
| 42% | Detractors |
