-9
NPS
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Massachusetts General Hospital
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About Massachusetts General Hospital's Brand
Massachusetts General Hospital is the primary teaching hospital of Harvard Medical School and a biomedical research facility.
Brand at a Glance
65%
Customer Loyalty
3.1/5
Product Quality
3.1/5
Pricing
3.1/5
Customer Service
Massachusetts General Hospital NPS
Massachusetts General Hospital's Net Promoter Score (NPS) is a -9 with 37% Promoters, 17% Passives, and 46% Detractors. Net Promoter Score tracks whether Massachusetts General Hospital's customers would recommend using the product based on a scale of -100 to 100.
Massachusetts General Hospital Overall NPS
| 37% | Promoters |
|---|---|
| 17% | Passives |
| 46% | Detractors |
Massachusetts General Hospital NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2023 0 | May 2023 | 0 |
Aug 2023 -7 | Aug 2023 | -7 |
Sep 2023 -4 | Sep 2023 | -4 |
Oct 2023 -7 | Oct 2023 | -7 |
Dec 2023 -9 | Dec 2023 | -9 |
Jan 2024 -12 | Jan 2024 | -12 |
Mar 2024 -14 | Mar 2024 | -14 |
Jun 2024 -13 | Jun 2024 | -13 |
Sep 2024 -12 | Sep 2024 | -12 |
Oct 2025 -8 | Oct 2025 | -8 |
Feb 2026 -10 | Feb 2026 | -10 |
Apr 2026 -10 | Apr 2026 | -10 |
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.
Massachusetts General Hospital NPS by Gender
Female customers rated Massachusetts General Hospital's NPS 61 points higher than Male customers.
Male
-100
Massachusetts General Hospital's NPS was rated -100 by Male customers on Comparably.
0%
Promoters
0%
Passives
100%
Detractors
Female
-39
Massachusetts General Hospital's NPS was rated -39 by Female customers on Comparably.
24%
Promoters
13%
Passives
63%
Detractors
Massachusetts General Hospital NPS by Ethnicity
Massachusetts General Hospital's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -17 | Caucasian | -17 |
African American/Black -50 | African American/Black | -50 |
Other -100 | Other | -100 |
Massachusetts General Hospital NPS by Age
Massachusetts General Hospital's NPS was rated 0 points by customers ages 66+ on Comparably.
Massachusetts General Hospital NPS by Usage
Massachusetts General Hospital's NPS was rated the highest by customers who have used Massachusetts General Hospital's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -67 | Less than 1 Year | -67 |
Over 10 Years -20 | Over 10 Years | -20 |
Massachusetts General Hospital Customer Reviews
Out of the 3 Massachusetts General Hospital customer reviews 2 were positive and 1 was constructive. Massachusetts General Hospital customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Massachusetts General Hospital 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 Massachusetts General Hospital users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Massachusetts General Hospital Customer Loyalty Score by Gender
Female customers rated Massachusetts General Hospital's Customer Loyalty score 11% higher than Male customers.
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Male
33%
Yes
Female
44%
Yes
Massachusetts General Hospital Customer Loyalty Score by Ethnicity
Massachusetts General Hospital's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Massachusetts General Hospital.
70
out of 100
Caucasian
33
out of 100
African American/Black
10
out of 100
Other
Massachusetts General Hospital Customer Loyalty Score by Age
Massachusetts General Hospital's Customer Loyalty score was rated 78% by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Massachusetts General Hospital.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
66+ 78% | 66+ | 78% |
Massachusetts General Hospital Customer Loyalty Score by Usage
Massachusetts General Hospital's Customer Loyalty score was rated the highest by customers who have used Massachusetts General Hospital's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year 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.
Massachusetts General Hospital Customer Loyalty Score by Industry
Massachusetts General Hospital's Customer Loyalty score was rated 10% by Healthcare, Hospitals and Medicine 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.
Massachusetts General Hospital Product Quality
3.1/5
Massachusetts General Hospital has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Massachusetts General Hospital Product Information
Massachusetts General Hospital’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated Massachusetts General Hospital's product the highest.
- Website
- http://www.massgeneral.org/
- Company Size
- 10,000+ Employees
Industry
Business Services
Consumer Services
Education
Healthcare
Quick Insights into Massachusetts General Hospital Product Quality
Massachusetts General Hospital's Product Quality score was rated highest by customers who have used Massachusetts General Hospital's products/services for Over 10 Years, and rated lowest by Other customers.
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Ranked Massachusetts General Hospital Product Quality the Highest
Ranked Massachusetts General Hospital Product Quality the Lowest
Massachusetts General Hospital Product Quality Score by Gender
Female customers rated Massachusetts General Hospital's Product Quality score 0.3 stars higher than Male customers.
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Male
1.7/5
Female
2/5
Massachusetts General Hospital Product Quality Score by Ethnicity
Massachusetts General Hospital's Product Quality score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Massachusetts General Hospital.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
African American/Black 2.1 | African American/Black | 2.1 |
Other 1.5 | Other | 1.5 |
Massachusetts General Hospital Product Quality Score by Age
Massachusetts General Hospital's Product Quality score was rated 3 stars by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Massachusetts General Hospital.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 3 | 66+ | 3 |
Massachusetts General Hospital Product Quality Score by Usage
Massachusetts General Hospital's Product Quality score was rated the highest by customers who have used Massachusetts General Hospital's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Massachusetts General Hospital Product Quality Score by Industry
Massachusetts General Hospital's Product Quality score was rated 2.1 stars by Healthcare, Hospitals and Medicine industry customers.
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Massachusetts General Hospital Pricing
Massachusetts General Hospital ROI & Value For Money
3.1/5
Massachusetts General Hospital has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Massachusetts General Hospital 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 Healthcare, Hospitals and Medicine industry.
Quick Insights into Massachusetts General Hospital ROI
Massachusetts General Hospital's ROI score was rated highest by customers ages 66+, and rated lowest by Other customers.
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Ranked Massachusetts General Hospital ROI the Highest
Ranked Massachusetts General Hospital ROI the Lowest
Massachusetts General Hospital ROI Score by Gender
Female customers rated Massachusetts General Hospital's ROI score 0.5 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Massachusetts General Hospital.
Male
1.5/5
Female
2/5
Massachusetts General Hospital ROI Score by Ethnicity
Massachusetts General Hospital's ROI score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Massachusetts General Hospital.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
African American/Black 2 | African American/Black | 2 |
Other 1.5 | Other | 1.5 |
Massachusetts General Hospital ROI Score by Age
Massachusetts General Hospital's ROI score was rated 3.2 stars by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Massachusetts General Hospital.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 3.2 | 66+ | 3.2 |
Massachusetts General Hospital ROI Score by Usage
Massachusetts General Hospital's ROI score was rated the highest by customers who have used Massachusetts General Hospital's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Massachusetts General Hospital ROI Score by Industry
Massachusetts General Hospital's ROI score was rated 1.6 stars by Healthcare, Hospitals and Medicine industry customers.
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Massachusetts General Hospital Customer Satisfaction (CSAT)
Massachusetts General Hospital Customer Satisfaction (CSAT) Score
54 / 100
Massachusetts General Hospital has an overall Customer Satisfaction score of 54 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
31%
Satisfied
23%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
12%
Very Dissatisfied
19%
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 Massachusetts General Hospital Customer Satisfaction
Massachusetts General Hospital's Customer Satisfaction score was rated highest by Caucasian customers, and rated lowest by Male customers.
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Ranked Massachusetts General Hospital Customer Satisfaction the Highest
Ranked Massachusetts General Hospital Customer Satisfaction the Lowest
Massachusetts General Hospital Customer Satisfaction Score by Gender
Female customers rated Massachusetts General Hospital's Customer Satisfaction score 0 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Massachusetts General Hospital.
0
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 33% | |
Very Dissatisfied | 34% |
42 / 100
FemaleVery Satisfied | 29% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 29% | |
Very Dissatisfied | 29% |
Massachusetts General Hospital Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Massachusetts General Hospital's Customer Satisfaction (CSAT) score was rated 50% according to Caucasian users and customers.
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50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
25%
CSAT according to African American/Black
Massachusetts General Hospital's Customer Satisfaction (CSAT) score was rated 25% according to African American/Black users and customers.
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25 / 100
Very Satisfied
25%
Satisfied
0%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
25%
Very Dissatisfied
25%
Massachusetts General Hospital Customer Satisfaction Score by Usage
Massachusetts General Hospital's Customer Satisfaction score was rated 33 points by customers who have used Massachusetts General Hospital's products/services for Less than 1 Year, and by customers with Over 10 Years of usage.
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Massachusetts General Hospital Customer Service
3.1/5
Massachusetts General Hospital has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About Massachusetts General Hospital's Customer Service
Address
55 Fruit St, Boston, MA 02114
Website
http://www.massgeneral.org/
Quick Insights into Massachusetts General Hospital Customer Service
Massachusetts General Hospital's Customer Service score was rated highest by customers ages 66+, and rated lowest by Other customers.
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Ranked Massachusetts General Hospital Customer Service the Highest
Ranked Massachusetts General Hospital Customer Service the Lowest
Massachusetts General Hospital Customer Service Score by Gender
Female customers rated Massachusetts General Hospital's Customer Service score 0.5 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Massachusetts General Hospital.
Male
1.5/5
Female
2/5
Massachusetts General Hospital Customer Service Score by Ethnicity
Massachusetts General Hospital's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Massachusetts General Hospital.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
African American/Black 2.1 | African American/Black | 2.1 |
Other 1.5 | Other | 1.5 |
Massachusetts General Hospital Customer Service Score by Age
Massachusetts General Hospital's Customer Service score was rated 3 stars by customers ages 66+ on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
66+ 3 | 66+ | 3 |
Massachusetts General Hospital Customer Service Score by Usage
Massachusetts General Hospital's Customer Service score was rated the highest by customers who have used Massachusetts General Hospital's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Massachusetts General Hospital Customer Service Score by Industry
Massachusetts General Hospital's Customer Service score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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Massachusetts General Hospital as an Employer
3.5/5
Massachusetts General Hospital has a 3.5/5 stars for its overall company culture rated by their employees
bottom
45%
CEO of Massachusetts General Hospital
In the Bottom 45% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Massachusetts General Hospital scored a -9 for Net Promoter Score and a -2 for Employee Net Promoter Score. NPS gauges how likely a customer of Massachusetts General Hospital would recommend the brand to a friend. ENPS measures how likely Massachusetts General Hospital employees would recommend working at Massachusetts General Hospital to a friend.
Net Promoter Score
-9
NPS Score
| 37% | Promoters |
|---|---|
| 17% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
-2
eNPS Score
| 35% | Promoters |
|---|---|
| 28% | Passive |
| 37% | Detractors |
