-61
NPS
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Massage Envy
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About Massage Envy's Brand
Massage Envy is a network of franchised therapeutic massage clinics.
Brand at a Glance
68%
Customer Loyalty
2.2/5
Product Quality
2/5
Pricing
2.1/5
Customer Service
Massage Envy CMO
Kathy Collins
Kathy Collins serves as the Chief Marketing Officer of Massage Envy. Kathy started at Massage Envy in June of 2018. Kathy currently resides in the Phoenix, Arizona Area.
Massage Envy NPS
Massage Envy's Net Promoter Score (NPS) is a -61 with 17% Promoters, 5% Passives, and 78% Detractors. Net Promoter Score tracks whether Massage Envy's customers would recommend using the product based on a scale of -100 to 100.
Massage Envy Overall NPS
| 17% | Promoters |
|---|---|
| 5% | Passives |
| 78% | Detractors |
Massage Envy NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2024 -53 | Feb 2024 | -53 |
Mar 2024 -53 | Mar 2024 | -53 |
Apr 2024 -54 | Apr 2024 | -54 |
May 2024 -56 | May 2024 | -56 |
Jun 2024 -56 | Jun 2024 | -56 |
Oct 2024 -58 | Oct 2024 | -58 |
Dec 2024 -58 | Dec 2024 | -58 |
May 2025 -58 | May 2025 | -58 |
Jul 2025 -60 | Jul 2025 | -60 |
Oct 2025 -60 | Oct 2025 | -60 |
Nov 2025 -60 | Nov 2025 | -60 |
Jan 2026 -60 | Jan 2026 | -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.
Massage Envy NPS by Gender
Female customers rated Massage Envy's NPS 31 points higher than Male customers.
Male
-86
Massage Envy's NPS was rated -86 by Male customers on Comparably.
0%
Promoters
14%
Passives
86%
Detractors
Female
-55
Massage Envy's NPS was rated -55 by Female customers on Comparably.
21%
Promoters
3%
Passives
76%
Detractors
Massage Envy NPS by Ethnicity
Massage Envy's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -62 | Caucasian | -62 |
African American/Black -50 | African American/Black | -50 |
Other -80 | Other | -80 |
Massage Envy NPS by Age
Massage Envy's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
Massage Envy NPS by Usage
Massage Envy's NPS was rated the highest by customers who have used Massage Envy's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -100 | Less than 1 Year | -100 |
1 to 2 Years -25 | 1 to 2 Years | -25 |
2 to 5 Years -42 | 2 to 5 Years | -42 |
5 to 10 Years -56 | 5 to 10 Years | -56 |
Over 10 Years -100 | Over 10 Years | -100 |
Massage Envy Customer Reviews
Out of the 12 Massage Envy customer reviews 2 were positive and 10 were constructive. Massage Envy customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Massage Envy Customer Loyalty
68%
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.
68% of Massage Envy 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?"
Massage Envy Customer Loyalty Score by Gender
Female customers rated Massage Envy's Customer Loyalty score 32% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Massage Envy.
Male
49%
Yes
Female
81%
Yes
Massage Envy Customer Loyalty Score by Ethnicity
Massage Envy's Customer Loyalty score was rated the highest by African American/Black 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 Massage Envy.
73
out of 100
Caucasian
100
out of 100
African American/Black
46
out of 100
Other
Massage Envy Customer Loyalty Score by Age
Massage Envy's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Massage Envy.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 78% | 26-30 | 78% |
36-40 85% | 36-40 | 85% |
46-50 87% | 46-50 | 87% |
51-55 100% | 51-55 | 100% |
56-60 100% | 56-60 | 100% |
61-65 70% | 61-65 | 70% |
66+ 55% | 66+ | 55% |
Massage Envy Customer Loyalty Score by Usage
Massage Envy's Customer Loyalty score was rated the highest by customers who have used Massage Envy'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.
Massage Envy Customer Loyalty Score by Industry
Massage Envy's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Tech 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.
Massage Envy Product Quality
2.2/5
Massage Envy has an overall Product Quality score of 2.2 out of 5 stars rated by its users and customers.
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Massage Envy Product Information
Massage Envy’s product quality score is a 2.2 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Massage Envy's product the highest. Reviewers from the Accounting industry rated Massage Envy the lowest at 1.5.
- Website
- http://www.massageenvy.com
- Company Size
- 10,000+ Employees
Industry
Healthcare
Quick Insights into Massage Envy Product Quality
Massage Envy's Product Quality score was rated highest by customers ages 26-30, and rated lowest by customers who have used Massage Envy's products/services for Over 10 Years.
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Ranked Massage Envy Product Quality the Highest
Ranked Massage Envy Product Quality the Lowest
Massage Envy Product Quality Score by Gender
Female customers rated Massage Envy's Product Quality score 0.8 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Massage Envy.
Male
1.5/5
Female
2.3/5
Massage Envy Product Quality Score by Ethnicity
Massage Envy'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 Massage Envy.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
African American/Black 2.1 | African American/Black | 2.1 |
Other 1.5 | Other | 1.5 |
Massage Envy Product Quality Score by Age
Massage Envy's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Massage Envy.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 4.4 | 26-30 | 4.4 |
36-40 3.1 | 36-40 | 3.1 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.9 | 56-60 | 1.9 |
61-65 1.9 | 61-65 | 1.9 |
66+ 1.9 | 66+ | 1.9 |
Massage Envy Product Quality Score by Usage
Massage Envy's Product Quality score was rated the highest by customers who have used Massage Envy's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Massage Envy Product Quality Score by Industry
Massage Envy's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
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Massage Envy Pricing
Massage Envy ROI & Value For Money
2/5
Massage Envy has a value for money and ROI score of 2 out of 5 stars rated by its users and customers.
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Massage Envy 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. The users from the Accounting industry think that they had the lowest ROI from Massage Envy.
Quick Insights into Massage Envy ROI
Massage Envy's ROI score was rated highest by customers ages 26-30, and rated lowest by customers who have used Massage Envy's products/services for Over 10 Years.
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Ranked Massage Envy ROI the Highest
Ranked Massage Envy ROI the Lowest
Massage Envy ROI Score by Gender
Female customers rated Massage Envy's ROI score 0.6 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Massage Envy.
Male
1.5/5
Female
2.1/5
Massage Envy ROI Score by Ethnicity
Massage Envy's ROI score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Massage Envy.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
African American/Black 1.6 | African American/Black | 1.6 |
Other 1.7 | Other | 1.7 |
Massage Envy ROI Score by Age
Massage Envy's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Massage Envy.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 4.1 | 26-30 | 4.1 |
36-40 3.3 | 36-40 | 3.3 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.7 | 61-65 | 1.7 |
66+ 1.7 | 66+ | 1.7 |
Massage Envy ROI Score by Usage
Massage Envy's ROI score was rated the highest by customers who have used Massage Envy's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Massage Envy ROI Score by Industry
Massage Envy's ROI score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Massage Envy Customer Satisfaction (CSAT)
Massage Envy Customer Satisfaction (CSAT) Score
28 / 100
Massage Envy has an overall Customer Satisfaction score of 28 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
21%
Satisfied
7%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
11%
Very Dissatisfied
46%
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 Massage Envy Customer Satisfaction
Massage Envy's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by customers from the Tech industry.
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Ranked Massage Envy Customer Satisfaction the Highest
Ranked Massage Envy Customer Satisfaction the Lowest
Massage Envy Customer Satisfaction Score by Gender
Female customers rated Massage Envy's Customer Satisfaction score 2 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Massage Envy.
20 / 100
MaleVery Satisfied | 20% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 40% | |
Dissatisfied | 0% | |
Very Dissatisfied | 40% |
22 / 100
FemaleVery Satisfied | 19% | |
|---|---|---|
Satisfied | 3% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 16% | |
Very Dissatisfied | 53% |
Massage Envy Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Massage Envy's Customer Satisfaction (CSAT) score was rated 26% according to Caucasian users and customers.
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26 / 100
Very Satisfied
22%
Satisfied
4%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
15%
Very Dissatisfied
48%
CSAT according to African American/Black
Massage Envy'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
0%
Dissatisfied
25%
Very Dissatisfied
50%
CSAT according to Other
Massage Envy's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Massage Envy.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
40%
Dissatisfied
0%
Very Dissatisfied
60%
Massage Envy Customer Satisfaction Score by Age
Massage Envy's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Massage Envy.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 75% | |||||||||||||||
| 36-40 | 25% | |||||||||||||||
| 46-50 | 33% | |||||||||||||||
| 51-55 | 0% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 17% | |||||||||||||||
| 66+ | 17% |
Massage Envy Customer Satisfaction Score by Usage
Massage Envy's Customer Satisfaction score was rated the highest by customers who have used Massage Envy's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Massage Envy Customer Satisfaction Score by Industry
Massage Envy's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"title": "Massage Envy Customer Satisfaction Score by Industry",
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"label": "Tech",
"groupId": 104,
"score": 0,
"stars": 0,
"csatScore": 0,
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"scoreClassName": "",
"scoreLabel": 0
},
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"label": "Accounting",
"groupId": 495,
"score": 25,
"stars": 0,
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"scoreClassName": "max",
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"groupId": 522,
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}Massage Envy Customer Service
2.1/5
Massage Envy has an overall Customer Service score of 2.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Massage Envy's overall Customer Service score rated by its users and customers.
About Massage Envy's Customer Service
Address
Scottsdale, AZ
Website
http://www.massageenvy.com
Phone Number
602-889-1090
Quick Insights into Massage Envy Customer Service
Massage Envy's Customer Service score was rated highest by customers ages 26-30, and rated lowest by customers who have used Massage Envy's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Massage Envy's Customer Service score.
Ranked Massage Envy Customer Service the Highest
Ranked Massage Envy Customer Service the Lowest
Massage Envy Customer Service Score by Gender
Female customers rated Massage Envy'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 Massage Envy.
Male
1.5/5
Female
2/5
Massage Envy Customer Service Score by Ethnicity
Massage Envy's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Massage Envy.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
African American/Black 1.9 | African American/Black | 1.9 |
Other 1.5 | Other | 1.5 |
Massage Envy Customer Service Score by Age
Massage Envy's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Massage Envy.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 4.4 | 26-30 | 4.4 |
36-40 3.1 | 36-40 | 3.1 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.8 | 61-65 | 1.8 |
66+ 2.4 | 66+ | 2.4 |
Massage Envy Customer Service Score by Usage
Massage Envy's Customer Service score was rated the highest by customers who have used Massage Envy's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Massage Envy Customer Service Score by Industry
Massage Envy's Customer Service score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
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Massage Envy as an Employer
2.3/5
Massage Envy has a 2.3/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Massage Envy scored a -61 for Net Promoter Score and a -59 for Employee Net Promoter Score. NPS gauges how likely a customer of Massage Envy would recommend the brand to a friend. ENPS measures how likely Massage Envy employees would recommend working at Massage Envy to a friend.
Net Promoter Score
-61
NPS Score
| 17% | Promoters |
|---|---|
| 5% | Passive |
| 78% | Detractors |
Employee Net Promoter Score
-59
eNPS Score
| 16% | Promoters |
|---|---|
| 9% | Passive |
| 75% | Detractors |
