26
NPS
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MSC Industrial Direct
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About MSC Industrial Direct's Brand
Brand at a Glance
73%
Customer Loyalty
3.2/5
Product Quality
3.3/5
Pricing
3.2/5
Customer Service
MSC Industrial Direct NPS
MSC Industrial Direct's Net Promoter Score (NPS) is a 26 with 53% Promoters, 20% Passives, and 27% Detractors. Net Promoter Score tracks whether MSC Industrial Direct's customers would recommend using the product based on a scale of -100 to 100.
MSC Industrial Direct Overall NPS
| 53% | Promoters |
|---|---|
| 20% | Passives |
| 27% | Detractors |
MSC Industrial Direct NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2020 0 | Mar 2020 | 0 |
Jul 2020 -50 | Jul 2020 | -50 |
Oct 2020 -25 | Oct 2020 | -25 |
Nov 2020 0 | Nov 2020 | 0 |
Aug 2021 37 | Aug 2021 | 37 |
Feb 2022 33 | Feb 2022 | 33 |
Nov 2022 30 | Nov 2022 | 30 |
May 2023 18 | May 2023 | 18 |
Nov 2023 8 | Nov 2023 | 8 |
May 2024 16 | May 2024 | 16 |
Jun 2024 22 | Jun 2024 | 22 |
Apr 2025 27 | Apr 2025 | 27 |
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.
MSC Industrial Direct Customer Loyalty
73%
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.
73% of MSC Industrial Direct 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?"
MSC Industrial Direct Product Quality
3.2/5
MSC Industrial Direct has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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MSC Industrial Direct Product Information
MSC Industrial Direct’s product quality score is a 3.2 out of 5 as rated by its users and customers.
- Website
- http://www.mscdirect.com
MSC Industrial Direct Pricing
MSC Industrial Direct ROI & Value For Money
3.3/5
MSC Industrial Direct has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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MSC Industrial Direct Customer Satisfaction (CSAT)
MSC Industrial Direct Customer Satisfaction (CSAT) Score
67 / 100
MSC Industrial Direct has an overall Customer Satisfaction score of 67 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
34%
Satisfied
33%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
22%
Very Dissatisfied
0%
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.
MSC Industrial Direct Customer Service
3.2/5
MSC Industrial Direct has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About MSC Industrial Direct's Customer Service
Website
http://www.mscdirect.com
MSC Industrial Direct as an Employer
2.6/5
MSC Industrial Direct has a 2.6/5 stars for its overall company culture rated by their employees
bottom
10%
CEO of MSC Industrial Direct
In the Bottom 10% of Similar Sized Companies on Comparably.
Consumer vs. Employees
MSC Industrial Direct scored a 26 for Net Promoter Score and a -37 for Employee Net Promoter Score. NPS gauges how likely a customer of MSC Industrial Direct would recommend the brand to a friend. ENPS measures how likely MSC Industrial Direct employees would recommend working at MSC Industrial Direct to a friend.
Net Promoter Score
26
NPS Score
| 53% | Promoters |
|---|---|
| 20% | Passive |
| 27% | Detractors |
Employee Net Promoter Score
-37
eNPS Score
| 25% | Promoters |
|---|---|
| 13% | Passive |
| 62% | Detractors |
