20
NPS
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Merck Group
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About Merck Group's Brand
A leading company for innovative and top-quality high-tech products in healthcare, life science and performance materials. Among its major competitors, Merck Group is ranked in 2nd place for NPS while Merck is 1st, and MilliporeSigma is 3rd.
Brand at a Glance
85%
Customer Loyalty
3.8/5
Product Quality
3.4/5
Pricing
3.6/5
Customer Service
Merck Group Ranking
- #2 / 4 of its competitors
Merck Group NPS
Merck Group's Net Promoter Score (NPS) is a 20 with 60% Promoters, 0% Passives, and 40% Detractors. Net Promoter Score tracks whether Merck Group's customers would recommend using the product based on a scale of -100 to 100.
Merck Group Overall NPS
| 60% | Promoters |
|---|---|
| 0% | Passives |
| 40% | Detractors |
Merck Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2021 100 | Oct 2021 | 100 |
Feb 2022 100 | Feb 2022 | 100 |
May 2022 100 | May 2022 | 100 |
Oct 2022 100 | Oct 2022 | 100 |
Dec 2022 60 | Dec 2022 | 60 |
Mar 2023 33 | Mar 2023 | 33 |
Apr 2023 43 | Apr 2023 | 43 |
Jan 2024 50 | Jan 2024 | 50 |
Nov 2024 33 | Nov 2024 | 33 |
Dec 2025 20 | Dec 2025 | 20 |
How Other Brands Compare
Merck Group is ranked second for NPS among its competitors. Merck and MilliporeSigma come in first and third, with VWR International coming in at #4.
Merck Group |  Merck |  MilliporeSigma |  VWR International | |
| Global Ranking | #- | #330 | #- | #- |
| NPS | 20 | 35 | 16 | -7 |
| Valuation Updated every 24 hours for public companies | - | $196.60B | - | - |
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.
Merck Group NPS by Gender
Merck Group's NPS was rated -34 by Male customers on Comparably.
Male
-34
Merck Group's NPS was rated -34 by Male customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Female
N/A
Merck Group's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Merck Group NPS by Usage
Merck Group's NPS was rated 34 points by customers who have used Merck Group's products/services for 5 to 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
5 to 10 Years 34 | 5 to 10 Years | 34 |
Merck Group NPS vs. Competitors
Compared to its competitors, Merck Group's NPS is rated right above MilliporeSigma, and is preceded by Merck.
| COMPANY | NPS Score | |
|---|---|---|
| Merck | 35 |
| Merck Group | 20 |
| MilliporeSigma | 16 |
| VWR International | -7 |
 | Sigma-Aldrich | -44 |
Merck Group Customer Reviews
Out of the 2 Merck Group customer reviews 1 was positive and 1 was constructive. Merck Group 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
Merck Group Customer Loyalty
85%
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.
85% of Merck Group users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Merck Group Customer Loyalty Score by Gender
Merck Group's Customer Loyalty score was rated 100 by Male customers on Comparably.
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Male
100%
Yes
Female
N/A
Yes
Merck Group Customer Loyalty Score by Usage
Merck Group's Customer Loyalty score was rated 100% by customers who have used Merck Group's products/services for 5 to 10 Years.
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Merck Group Customer Loyalty vs. Competitors
Compared to its competitors, Merck Group's Customer Loyalty score is rated right above Merck.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Merck Group | 85% |
| Merck | 80% |
| MilliporeSigma | 78% |
| VWR International | 73% |
| Sigma-Aldrich | 68% |
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Merck Group Product Quality
3.8/5
Merck Group has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Merck Group Product Information
Merck Group’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Company Size
- 10,000+ Employees
Industry
Tech
Indústria farmacêutica
Quick Insights into Merck Group Product Quality
Merck Group's Product Quality score was rated highest by customers who have used Merck Group's products/services for 5 to 10 Years.
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Ranked Merck Group Product Quality the Highest
Merck Group Product Quality Score by Gender
Merck Group's Product Quality score was rated 3.5 by Male customers on Comparably.
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Male
3.5/5
Female
N/A
Merck Group Product Quality Score by Usage
Merck Group's Product Quality score was rated 4.6 stars by customers who have used Merck Group's products/services for 5 to 10 Years.
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Merck Group Product Quality vs. Competitors
Compared to its competitors, Merck Group's Product Quality score is rated right above MilliporeSigma, and is preceded by Merck.
| COMPANY | Product Quality Score | |
|---|---|---|
| Merck | 4/5 |
| Merck Group | 3.8/5 |
| MilliporeSigma | 3.7/5 |
| VWR International | 3.7/5 |
| Sigma-Aldrich | 2.9/5 |
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Merck Group Pricing
Merck Group ROI & Value For Money
3.4/5
Merck Group has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Quick Insights into Merck Group ROI
Merck Group's ROI score was rated highest by customers who have used Merck Group's products/services for 5 to 10 Years.
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Ranked Merck Group ROI the Highest
Merck Group ROI Score by Gender
Merck Group's ROI score was rated 2.5 by Male customers on Comparably.
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Male
2.5/5
Female
N/A
Merck Group ROI Score by Usage
Merck Group's ROI score was rated 3.5 stars by customers who have used Merck Group's products/services for 5 to 10 Years.
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Merck Group Pricing vs. Competitors
Compared to its competitors, Merck Group's ROI score is rated right above VWR International, and is preceded by MilliporeSigma.
| COMPANY | Pricing Score | |
|---|---|---|
| Merck | 4/5 |
| MilliporeSigma | 3.7/5 |
| Merck Group | 3.4/5 |
| VWR International | 3.3/5 |
| Sigma-Aldrich | 2.8/5 |
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Merck Group Customer Satisfaction (CSAT)
Merck Group Customer Satisfaction (CSAT) Score
66 / 100
Merck Group has an overall Customer Satisfaction score of 66 rated by its users and customers.
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Very Satisfied
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
17%
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 Merck Group Customer Satisfaction
Merck Group's Customer Satisfaction score was rated highest by customers who have used Merck Group's products/services for 5 to 10 Years.
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Ranked Merck Group Customer Satisfaction the Highest
Merck Group Customer Satisfaction Score by Gender
Merck Group's Customer Satisfaction score was rated 33 by Male customers on Comparably.
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33 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 0% | |
Very Dissatisfied | 34% |
Merck Group Customer Satisfaction Score by Usage
Merck Group's Customer Satisfaction score was rated 67 points by customers who have used Merck Group's products/services for 5 to 10 Years.
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Merck Group Customer Satisfaction vs. Competitors
Compared to its competitors, Merck Group's Customer Satisfaction score is rated right above Sigma-Aldrich, and is preceded by VWR International.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Merck | 79% |
| MilliporeSigma | 69% |
| VWR International | 67% |
| Merck Group | 66% |
| Sigma-Aldrich | 41% |
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Merck Group Customer Service
3.6/5
Merck Group has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Merck Group's Customer Service
Website
http://www.merckgroup.com/en/
Phone Number
(490) 615-1720
Quick Insights into Merck Group Customer Service
Merck Group's Customer Service score was rated highest by customers who have used Merck Group's products/services for 5 to 10 Years.
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Ranked Merck Group Customer Service the Highest
Merck Group Customer Service Score by Gender
Merck Group's Customer Service score was rated 3.5 by Male customers on Comparably.
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Male
3.5/5
Female
N/A
Merck Group Customer Service Score by Usage
Merck Group's Customer Service score was rated 4.8 stars by customers who have used Merck Group's products/services for 5 to 10 Years.
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Merck Group Customer Service vs. Competitors
Compared to its competitors, Merck Group's Customer Service score is rated right above VWR International, and is preceded by MilliporeSigma.
| COMPANY | Customer Service Score | |
|---|---|---|
| Merck | 4.2/5 |
| MilliporeSigma | 3.7/5 |
| Merck Group | 3.6/5 |
| VWR International | 3/5 |
| Sigma-Aldrich | 2.6/5 |
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Merck Group as an Employer
Consumer vs. Employees
Merck Group scored a 20 for Net Promoter Score and a 13 for Employee Net Promoter Score. NPS gauges how likely a customer of Merck Group would recommend the brand to a friend. ENPS measures how likely Merck Group employees would recommend working at Merck Group to a friend.
Net Promoter Score
20
NPS Score
| 60% | Promoters |
|---|---|
| 0% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
13
eNPS Score
| 40% | Promoters |
|---|---|
| 33% | Passive |
| 27% | Detractors |
