44
NPS
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Masco
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About Masco's Brand
"Masco manufactures, distributes and installs home improvement and building products."
Brand at a Glance
67%
Customer Loyalty
3.8/5
Product Quality
3.6/5
Pricing
3.8/5
Customer Service
Masco NPS
Masco's Net Promoter Score (NPS) is a 44 with 61% Promoters, 22% Passives, and 17% Detractors. Net Promoter Score tracks whether Masco's customers would recommend using the product based on a scale of -100 to 100.
Masco Overall NPS
| 61% | Promoters |
|---|---|
| 22% | Passives |
| 17% | Detractors |
Masco NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2021 60 | Sep 2021 | 60 |
Oct 2021 50 | Oct 2021 | 50 |
Jan 2022 57 | Jan 2022 | 57 |
Apr 2022 50 | Apr 2022 | 50 |
Jul 2022 40 | Jul 2022 | 40 |
Sep 2022 27 | Sep 2022 | 27 |
Dec 2022 37 | Dec 2022 | 37 |
May 2024 43 | May 2024 | 43 |
Jul 2024 33 | Jul 2024 | 33 |
Aug 2024 38 | Aug 2024 | 38 |
Dec 2024 40 | Dec 2024 | 40 |
Feb 2025 45 | Feb 2025 | 45 |
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.
Masco Customer Loyalty
67%
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.
67% of Masco 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?"
Masco Product Quality
3.8/5
Masco has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Masco Product Information
Masco’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Website
- http://masco.com/
- Company Size
- 10,000+ Employees
Industry
Real Estate
Tech
Masco Pricing
Masco ROI & Value For Money
3.6/5
Masco 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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Masco Customer Satisfaction (CSAT)
Masco Customer Satisfaction (CSAT) Score
60 / 100
Masco has an overall Customer Satisfaction score of 60 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
50%
Satisfied
10%
Neither Satisfied nor Dissatisfied
30%
Dissatisfied
0%
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.
Masco Customer Service
3.8/5
Masco has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Masco's Customer Service
Address
Taylor, MI
Website
http://masco.com/
Masco as an Employer
4.2/5
Masco has a 4.2/5 stars for its overall company culture rated by their employees
top
50%
Consumer vs. Employees
Masco scored a 44 for Net Promoter Score and a 23 for Employee Net Promoter Score. NPS gauges how likely a customer of Masco would recommend the brand to a friend. ENPS measures how likely Masco employees would recommend working at Masco to a friend.
Net Promoter Score
44
NPS Score
| 61% | Promoters |
|---|---|
| 22% | Passive |
| 17% | Detractors |
Employee Net Promoter Score
23
eNPS Score
| 46% | Promoters |
|---|---|
| 31% | Passive |
| 23% | Detractors |
