-34
NPS
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Marston's
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About Marston's' Brand
Marston's is an owner and operator of pubs, breweries and hotels based in the UK. The company was founded in 1863 and is headquartered in Wolverhampton, England. Marston's continues to grow its pub, brewery and hotel operations by acquiring land for new developments or existing pubs, hotels or buildings to convert.
Brand at a Glance
55%
Customer Loyalty
3/5
Product Quality
2.7/5
Pricing
2.7/5
Customer Service
Marston's NPS
Marston's's Net Promoter Score (NPS) is a -34 with 33% Promoters, 0% Passives, and 67% Detractors. Net Promoter Score tracks whether Marston's's customers would recommend using the product based on a scale of -100 to 100.
Marston's Overall NPS
| 33% | Promoters |
|---|---|
| 0% | Passives |
| 67% | Detractors |
Marston's NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2022 100 | Jan 2022 | 100 |
Feb 2023 0 | Feb 2023 | 0 |
Oct 2023 -33 | Oct 2023 | -33 |
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.
Marston's Customer Loyalty
55%
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.
55% of Marston's 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?"
Marston's Product Quality
3/5
Marston's has an overall Product Quality score of 3 out of 5 stars rated by its users and customers.
Sign Up to unlock Marston's' overall Product Quality score rated by its users and customers.
Marston's Product Information
Marston's’s product quality score is a 3 out of 5 as rated by its users and customers.
- Website
- www.marstons.co.uk
- Company Size
- 10,000+ Employees
Marston's Pricing
Marston's ROI & Value For Money
2.7/5
Marston's has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
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Marston's Customer Satisfaction (CSAT)
Marston's Customer Satisfaction (CSAT) Score
34 / 100
Marston's has an overall Customer Satisfaction score of 34 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
34%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
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.
Marston's Customer Service
2.7/5
Marston's has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
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About Marston's's Customer Service
Address
Marston's House, Wolverhampton, WV1 4JT Bahamas
Website
www.marstons.co.uk
Marston's as an Employer
Consumer vs. Employees
Marston's scored a -34 for Net Promoter Score and a -46 for Employee Net Promoter Score. NPS gauges how likely a customer of Marston's would recommend the brand to a friend. ENPS measures how likely Marston's employees would recommend working at Marston's to a friend.
Net Promoter Score
-34
NPS Score
| 33% | Promoters |
|---|---|
| 0% | Passive |
| 67% | Detractors |
Employee Net Promoter Score
-46
eNPS Score
| 9% | Promoters |
|---|---|
| 36% | Passive |
| 55% | Detractors |
