-60
NPS
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Brand Page
Mass Gov
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About Mass Gov's Brand
Mass.gov is the official website of the Commonwealth of Massachusetts.
Brand at a Glance
65%
Customer Loyalty
1.5/5
Product Quality
1.5/5
Pricing
1.5/5
Customer Service
Mass Gov NPS
Mass Gov's Net Promoter Score (NPS) is a -60 with 20% Promoters, 0% Passives, and 80% Detractors. Net Promoter Score tracks whether Mass Gov's customers would recommend using the product based on a scale of -100 to 100.
Mass Gov Overall NPS
| 20% | Promoters |
|---|---|
| 0% | Passives |
| 80% | Detractors |
Mass Gov NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2021 100 | Sep 2021 | 100 |
Feb 2023 0 | Feb 2023 | 0 |
Apr 2023 -50 | Apr 2023 | -50 |
Dec 2024 -60 | Dec 2024 | -60 |
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.
Mass Gov Customer Loyalty
65%
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.
65% of Mass Gov 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?"
Mass Gov Product Quality
1.5/5
Mass Gov has an overall Product Quality score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Mass Gov's overall Product Quality score rated by its users and customers.
Mass Gov Product Information
Mass Gov’s product quality score is a 1.5 out of 5 as rated by its users and customers.
- Website
- http://www.mass.gov/
Mass Gov Pricing
Mass Gov ROI & Value For Money
1.5/5
Mass Gov has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Mass Gov's overall ROI score rated by its users and customers.
Mass Gov Customer Satisfaction (CSAT)
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
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.
Mass Gov Customer Service
1.5/5
Mass Gov has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Mass Gov's overall Customer Service score rated by its users and customers.
About Mass Gov's Customer Service
Address
One Ashburton Pl, Boston, MA
Website
http://www.mass.gov/
Mass Gov as an Employer
Consumer vs. Employees
Mass Gov scored a -60 for Net Promoter Score and a -78 for Employee Net Promoter Score. NPS gauges how likely a customer of Mass Gov would recommend the brand to a friend. ENPS measures how likely Mass Gov employees would recommend working at Mass Gov to a friend.
Net Promoter Score
-60
NPS Score
| 20% | Promoters |
|---|---|
| 0% | Passive |
| 80% | Detractors |
Employee Net Promoter Score
-78
eNPS Score
| 11% | Promoters |
|---|---|
| 0% | Passive |
| 89% | Detractors |
