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NPS
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Mercer
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About Mercer's Brand
"Mercer is a consulting firm that provides human resource, investment banking and financial advisory services." Among its major competitors, Mercer is ranked in 9th place for NPS while GP Strategies is 1st, and Haymarket Media is 2nd.Their current valuation is $883.95M
Brand at a Glance
77%
Customer Loyalty
3.4/5
Product Quality
3.5/5
Pricing
3.7/5
Customer Service
Mercer CMO
Amy Scissons
Amy Scissons serves as the Chief Marketing Officer | International Region for Mercer. Amy started at Mercer in November of 2018. Amy is based in the Greater New York City Area.
Mercer Ranking
- #4 / 4 of its competitors
Mercer NPS
Mercer's Net Promoter Score (NPS) is a 0 with 39% Promoters, 22% Passives, and 39% Detractors. Net Promoter Score tracks whether Mercer's customers would recommend using the product based on a scale of -100 to 100.
Mercer Overall NPS
| 39% | Promoters |
|---|---|
| 22% | Passives |
| 39% | Detractors |
Mercer NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2024 1 | May 2024 | 1 |
Jul 2024 0 | Jul 2024 | 0 |
Aug 2024 2 | Aug 2024 | 2 |
Sep 2024 1 | Sep 2024 | 1 |
Oct 2024 1 | Oct 2024 | 1 |
Nov 2024 1 | Nov 2024 | 1 |
Jan 2025 1 | Jan 2025 | 1 |
Feb 2025 1 | Feb 2025 | 1 |
Mar 2025 2 | Mar 2025 | 2 |
May 2025 2 | May 2025 | 2 |
Jun 2025 2 | Jun 2025 | 2 |
Aug 2025 0 | Aug 2025 | 0 |
How Other Brands Compare
Mercer is ranked #4 for NPS among its competitors. Accenture and Arthur J. Gallagher & Co. come in first and second, with Aon Hewitt coming in at third. Among those competitors, it is the lowest valued company behind Accenture.
Mercer |  Accenture |  Aon Hewitt |  Arthur J. Gallagher & Co. | |
| Global Ranking | #- | #124 | #670 | #673 |
| NPS | 0 | 20 | 4 | 4 |
| Valuation Updated every 24 hours for public companies | $883.95M | $168.12B | $52.38B | $24.71B |
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.
Mercer NPS by Gender
Male customers rated Mercer's NPS 10 points higher than Female customers.
Male
18
Mercer's NPS was rated 18 by Male customers on Comparably.
53%
Promoters
12%
Passives
35%
Detractors
Female
8
Mercer's NPS was rated 8 by Female customers on Comparably.
31%
Promoters
46%
Passives
23%
Detractors
Mercer NPS by Ethnicity
Mercer's NPS was rated the highest by African American/Black customers, and the lowest by Native American customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -20 | Caucasian | -20 |
African American/Black 67 | African American/Black | 67 |
Asian or Pacific Islander 24 | Asian or Pacific Islander | 24 |
Native American -34 | Native American | -34 |
Other 67 | Other | 67 |
Mercer NPS by Age
Mercer's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Mercer NPS by Usage
Mercer's NPS was rated the highest by customers who have used Mercer'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 28 | Less than 1 Year | 28 |
1 to 2 Years 36 | 1 to 2 Years | 36 |
2 to 5 Years 17 | 2 to 5 Years | 17 |
Over 10 Years -26 | Over 10 Years | -26 |
Mercer NPS vs. Competitors
Compared to its competitors, Mercer's NPS is rated right above Reflektive, and is preceded by Aon Hewitt.
| COMPANY | NPS Score | |
|---|---|---|
 | GP Strategies | 100 |
 | Haymarket Media | 80 |
 | Oliver Wyman | 44 |
 | Benefitfocus | 38 |
| Accenture | 20 |
 | Capco | 18 |
| Arthur J. Gallagher & Co. | 4 |
| Aon Hewitt | 4 |
| Mercer | 0 |
 | Reflektive | N/A |
Mercer Customer Reviews
Out of the 7 Mercer customer reviews 6 were positive and 1 was constructive. Mercer 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
Mercer Customer Loyalty
77%
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.
77% of Mercer users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Mercer Customer Loyalty Score by Gender
Female customers rated Mercer's Customer Loyalty score 14% higher than Male customers.
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Male
79%
Yes
Female
93%
Yes
Mercer Customer Loyalty Score by Ethnicity
Mercer's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Native American customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Mercer.
76
out of 100
Caucasian
100
out of 100
African American/Black
89
out of 100
Asian or Pacific Islander
70
out of 100
Native American
100
out of 100
Other
Mercer Customer Loyalty Score by Age
Mercer's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 61-65.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 82% | 18-25 | 82% |
31-35 78% | 31-35 | 78% |
36-40 100% | 36-40 | 100% |
41-45 100% | 41-45 | 100% |
46-50 100% | 46-50 | 100% |
56-60 78% | 56-60 | 78% |
61-65 78% | 61-65 | 78% |
66+ 82% | 66+ | 82% |
Mercer Customer Loyalty Score by Usage
Mercer's Customer Loyalty score was rated the highest by customers who have used Mercer's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Mercer Customer Loyalty Score by Industry
Mercer's Customer Loyalty score was rated the highest by Automotive and Transportation industry customers, and the lowest by Aerospace and Aviation industry customers.
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Mercer Customer Loyalty vs. Competitors
Compared to its competitors, Mercer's Customer Loyalty score is rated right above Oliver Wyman, and is preceded by Aon Hewitt.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| GP Strategies | 83% |
| Haymarket Media | 83% |
| Arthur J. Gallagher & Co. | 83% |
| Aon Hewitt | 81% |
| Mercer | 77% |
| Oliver Wyman | 75% |
| Accenture | 71% |
| Benefitfocus | 69% |
| Capco | 63% |
| Reflektive | N/A |
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Mercer Product Quality
3.4/5
Mercer has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Mercer Product Information
Mercer’s product quality score is a 3.4 out of 5 as rated by its users and customers. Reviewers from the Business and Consumer Services industry rated Mercer's product the highest. Reviewers from the Aerospace and Aviation industry rated Mercer the lowest at 1.5.
- Website
- https://www.mercer.com/
- Company Size
- 10,000+ Employees
Industry
Tech
Business Services
Enterprise
FinTech
Quick Insights into Mercer Product Quality
Mercer's Product Quality score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by customers from the Aerospace and Aviation industry.
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Ranked Mercer Product Quality the Highest
Ranked Mercer Product Quality the Lowest
Mercer Product Quality Score by Gender
Female customers rated Mercer's Product Quality score 0.3 stars higher than Male customers.
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Male
3.3/5
Female
3.6/5
Mercer Product Quality Score by Ethnicity
Mercer's Product Quality score was rated the highest by African American/Black customers, and the lowest by Native American customers.
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0
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2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
African American/Black 4.6 | African American/Black | 4.6 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Native American 2.3 | Native American | 2.3 |
Other 4.6 | Other | 4.6 |
Mercer Product Quality Score by Age
Mercer's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
31-35 4.6 | 31-35 | 4.6 |
36-40 3.6 | 36-40 | 3.6 |
41-45 3.6 | 41-45 | 3.6 |
46-50 4.3 | 46-50 | 4.3 |
56-60 3.6 | 56-60 | 3.6 |
61-65 3.2 | 61-65 | 3.2 |
66+ 2 | 66+ | 2 |
Mercer Product Quality Score by Usage
Mercer's Product Quality score was rated the highest by customers who have used Mercer's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Mercer Product Quality Score by Industry
Mercer's Product Quality score was rated the highest by Business and Consumer Services industry customers, and the lowest by Aerospace and Aviation industry customers.
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Mercer Product Quality vs. Competitors
Compared to its competitors, Mercer's Product Quality score is rated right above Benefitfocus, and is preceded by Capco.
| COMPANY | Product Quality Score | |
|---|---|---|
| Haymarket Media | 4.2/5 |
| GP Strategies | 4.1/5 |
| Oliver Wyman | 4/5 |
| Accenture | 3.7/5 |
| Arthur J. Gallagher & Co. | 3.6/5 |
| Capco | 3.4/5 |
| Mercer | 3.4/5 |
| Benefitfocus | 3.4/5 |
| Aon Hewitt | 3.3/5 |
| Reflektive | N/A |
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Mercer Pricing
Mercer ROI & Value For Money
3.5/5
Mercer has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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Mercer 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 Business and Consumer Services industry. The users from the Aerospace and Aviation industry think that they had the lowest ROI from Mercer.
Quick Insights into Mercer ROI
Mercer's ROI score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by customers from the Aerospace and Aviation industry.
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Ranked Mercer ROI the Highest
Ranked Mercer ROI the Lowest
Mercer ROI Score by Gender
Female customers rated Mercer's ROI score 0.2 stars higher than Male customers.
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Male
3.5/5
Female
3.7/5
Mercer ROI Score by Ethnicity
Mercer's ROI score was rated the highest by Other customers, and the lowest by Native American customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
African American/Black 4.5 | African American/Black | 4.5 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Native American 2.6 | Native American | 2.6 |
Other 4.6 | Other | 4.6 |
Mercer ROI Score by Age
Mercer's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.7 | 18-25 | 4.7 |
31-35 4.5 | 31-35 | 4.5 |
36-40 3.3 | 36-40 | 3.3 |
41-45 4.7 | 41-45 | 4.7 |
46-50 3.6 | 46-50 | 3.6 |
56-60 3.5 | 56-60 | 3.5 |
61-65 3.6 | 61-65 | 3.6 |
66+ 2.2 | 66+ | 2.2 |
Mercer ROI Score by Usage
Mercer's ROI score was rated the highest by customers who have used Mercer's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Mercer ROI Score by Industry
Mercer's ROI score was rated the highest by Business and Consumer Services industry customers, and the lowest by Aerospace and Aviation industry customers.
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Mercer Pricing vs. Competitors
Compared to its competitors, Mercer's ROI score is rated right above Benefitfocus, and is preceded by Haymarket Media.
| COMPANY | Pricing Score | |
|---|---|---|
| GP Strategies | 4/5 |
| Oliver Wyman | 4/5 |
| Capco | 3.7/5 |
| Accenture | 3.6/5 |
| Arthur J. Gallagher & Co. | 3.6/5 |
| Haymarket Media | 3.5/5 |
| Mercer | 3.5/5 |
| Benefitfocus | 3.2/5 |
| Aon Hewitt | 3.1/5 |
| Reflektive | N/A |
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Mercer Customer Satisfaction (CSAT)
Mercer Customer Satisfaction (CSAT) Score
64 / 100
Mercer has an overall Customer Satisfaction score of 64 rated by its users and customers.
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Very Satisfied
37%
Satisfied
27%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
6%
Very Dissatisfied
15%
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 Mercer Customer Satisfaction
Mercer's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Aerospace and Aviation industry.
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Ranked Mercer Customer Satisfaction the Highest
Ranked Mercer Customer Satisfaction the Lowest
Mercer Customer Satisfaction Score by Gender
Female customers rated Mercer's Customer Satisfaction score 1 points higher than Male customers.
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74 / 100
MaleVery Satisfied | 52% | |
|---|---|---|
Satisfied | 22% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 4% | |
Very Dissatisfied | 22% |
75 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 17% | |
Very Dissatisfied | 8% |
Mercer Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Mercer's Customer Satisfaction (CSAT) score was rated 50% according to Caucasian users and customers.
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50 / 100
Very Satisfied
36%
Satisfied
14%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
14%
Very Dissatisfied
36%
CSAT according to Asian or Pacific Islander
Mercer's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
25%
Satisfied
75%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Native American
Mercer's Customer Satisfaction (CSAT) score was rated 67% according to Native American users and customers.
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67 / 100
Very Satisfied
34%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to Other
Mercer's Customer Satisfaction (CSAT) score was rated 100% according to Other users and customers.
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100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Mercer Customer Satisfaction Score by Age
Mercer's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
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100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 31-35 | 100% | |||||||||||||||
| 36-40 | 86% | |||||||||||||||
| 41-45 | 75% | |||||||||||||||
| 56-60 | 75% | |||||||||||||||
| 61-65 | 67% | |||||||||||||||
| 66+ | 40% |
Mercer Customer Satisfaction Score by Usage
Mercer's Customer Satisfaction score was rated the highest by customers who have used Mercer's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Mercer Customer Satisfaction Score by Industry
Mercer's Customer Satisfaction score was rated the highest by Automotive and Transportation industry customers, and the lowest by Aerospace and Aviation industry customers.
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{
"title": "Mercer Customer Satisfaction Score by Industry",
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}Mercer Customer Satisfaction vs. Competitors
Compared to its competitors, Mercer's Customer Satisfaction score is rated right above Aon Hewitt, and is preceded by Arthur J. Gallagher & Co..
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| GP Strategies | 100% |
| Haymarket Media | 100% |
| Oliver Wyman | 77% |
| Benefitfocus | 75% |
| Accenture | 75% |
| Capco | 67% |
| Arthur J. Gallagher & Co. | 64% |
| Mercer | 64% |
| Aon Hewitt | 20% |
| Reflektive | 0% |
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Mercer Customer Service
3.7/5
Mercer has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Mercer's Customer Service
Address
1166 Avenue of the Americas, New York City, NY 10036
Website
https://www.mercer.com/
Phone Number
1-212-345-7000
Quick Insights into Mercer Customer Service
Mercer's Customer Service score was rated highest by customers from the Business and Consumer Services industry, and rated lowest by customers ages 66+.
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Ranked Mercer Customer Service the Highest
Ranked Mercer Customer Service the Lowest
Mercer Customer Service Score by Gender
Female customers rated Mercer's Customer Service score 0.5 stars higher than Male customers.
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Male
3.4/5
Female
3.9/5
Mercer Customer Service Score by Ethnicity
Mercer's Customer Service score was rated the highest by Other customers, and the lowest by Native American customers.
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0
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40
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100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
African American/Black 4.5 | African American/Black | 4.5 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Native American 2.6 | Native American | 2.6 |
Other 4.6 | Other | 4.6 |
Mercer Customer Service Score by Age
Mercer's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.7 | 18-25 | 4.7 |
31-35 4.5 | 31-35 | 4.5 |
36-40 3.5 | 36-40 | 3.5 |
41-45 4.7 | 41-45 | 4.7 |
46-50 4.5 | 46-50 | 4.5 |
56-60 3.4 | 56-60 | 3.4 |
61-65 3.1 | 61-65 | 3.1 |
66+ 1.9 | 66+ | 1.9 |
Mercer Customer Service Score by Usage
Mercer's Customer Service score was rated the highest by customers who have used Mercer's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Mercer Customer Service Score by Industry
Mercer's Customer Service score was rated the highest by Business and Consumer Services industry customers, and the lowest by Aerospace and Aviation industry customers.
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Mercer Customer Service vs. Competitors
Compared to its competitors, Mercer's Customer Service score is rated right above Capco, and is preceded by Accenture.
| COMPANY | Customer Service Score | |
|---|---|---|
| GP Strategies | 4/5 |
| Oliver Wyman | 4/5 |
| Haymarket Media | 3.9/5 |
| Accenture | 3.8/5 |
| Mercer | 3.7/5 |
| Capco | 3.6/5 |
| Benefitfocus | 3.5/5 |
| Arthur J. Gallagher & Co. | 3.3/5 |
| Aon Hewitt | 3.3/5 |
| Reflektive | N/A |
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Mercer as an Employer
3.6/5
Mercer has a 3.6/5 stars for its overall company culture rated by their employees
top
25%
Consumer vs. Employees
Mercer scored a 0 for Net Promoter Score and a -2 for Employee Net Promoter Score. NPS gauges how likely a customer of Mercer would recommend the brand to a friend. ENPS measures how likely Mercer employees would recommend working at Mercer to a friend.
Net Promoter Score
0
NPS Score
| 39% | Promoters |
|---|---|
| 22% | Passive |
| 39% | Detractors |
Employee Net Promoter Score
-2
eNPS Score
| 35% | Promoters |
|---|---|
| 28% | Passive |
| 37% | Detractors |
