17
NPS
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MSD
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About MSD's Brand
A research-based healthcare company.
Brand at a Glance
81%
Customer Loyalty
3.7/5
Product Quality
3.6/5
Pricing
3.6/5
Customer Service
MSD NPS
MSD's Net Promoter Score (NPS) is a 17 with 46% Promoters, 25% Passives, and 29% Detractors. Net Promoter Score tracks whether MSD's customers would recommend using the product based on a scale of -100 to 100.
MSD Overall NPS
| 46% | Promoters |
|---|---|
| 25% | Passives |
| 29% | Detractors |
MSD NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2024 8 | Feb 2024 | 8 |
Mar 2024 11 | Mar 2024 | 11 |
May 2024 13 | May 2024 | 13 |
Aug 2024 13 | Aug 2024 | 13 |
Sep 2024 11 | Sep 2024 | 11 |
Oct 2024 12 | Oct 2024 | 12 |
Nov 2024 13 | Nov 2024 | 13 |
Jan 2025 13 | Jan 2025 | 13 |
Feb 2025 14 | Feb 2025 | 14 |
Mar 2025 18 | Mar 2025 | 18 |
May 2025 17 | May 2025 | 17 |
Nov 2025 17 | Nov 2025 | 17 |
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.
MSD NPS by Gender
Female customers rated MSD's NPS 3 points higher than Male customers.
Male
10
MSD's NPS was rated 10 by Male customers on Comparably.
40%
Promoters
30%
Passives
30%
Detractors
Female
13
MSD's NPS was rated 13 by Female customers on Comparably.
44%
Promoters
25%
Passives
31%
Detractors
MSD NPS by Ethnicity
MSD's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 20 | Caucasian | 20 |
Hispanic or Latino 60 | Hispanic or Latino | 60 |
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
Other -25 | Other | -25 |
MSD NPS by Age
MSD's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
MSD NPS by Usage
MSD's NPS was rated the highest by customers who have used MSD's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 57 | Less than 1 Year | 57 |
1 to 2 Years 25 | 1 to 2 Years | 25 |
2 to 5 Years 67 | 2 to 5 Years | 67 |
5 to 10 Years -67 | 5 to 10 Years | -67 |
Over 10 Years -30 | Over 10 Years | -30 |
MSD Customer Reviews
Out of the 7 MSD customer reviews 5 were positive and 2 were constructive. MSD 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
MSD Customer Loyalty
81%
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.
81% of MSD users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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MSD Customer Loyalty Score by Gender
Female customers rated MSD's Customer Loyalty score 3% higher than Male customers.
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Male
91%
Yes
Female
94%
Yes
MSD Customer Loyalty Score by Ethnicity
MSD's Customer Loyalty score was rated the highest by Asian or Pacific Islander 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 MSD.
100
out of 100
Caucasian
82
out of 100
Hispanic or Latino
100
out of 100
Asian or Pacific Islander
78
out of 100
Other
MSD Customer Loyalty Score by Age
MSD's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of MSD.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 100% | 26-30 | 100% |
31-35 70% | 31-35 | 70% |
41-45 100% | 41-45 | 100% |
56-60 78% | 56-60 | 78% |
66+ 100% | 66+ | 100% |
MSD Customer Loyalty Score by Usage
MSD's Customer Loyalty score was rated the highest by customers who have used MSD's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years 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.
MSD Customer Loyalty Score by Industry
MSD's Customer Loyalty score was rated the highest by Biotech and Pharmaceuticals 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.
MSD Product Quality
3.7/5
MSD has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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MSD Product Information
MSD’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated MSD's product the highest. Reviewers from the Tech industry rated MSD the lowest at 3.
- Website
- https://www.msd.com/
- Company Size
- 10,000+ Employees
Industry
Biotech and Pharmaceuticals
Quick Insights into MSD Product Quality
MSD's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers ages 66+.
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Ranked MSD Product Quality the Highest
Ranked MSD Product Quality the Lowest
MSD Product Quality Score by Gender
Female customers rated MSD's Product Quality score 0.2 stars higher than Male customers.
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Male
3.5/5
Female
3.7/5
MSD Product Quality Score by Ethnicity
MSD's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of MSD.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 3.6 | Other | 3.6 |
MSD Product Quality Score by Age
MSD's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of MSD.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 3.9 | 26-30 | 3.9 |
31-35 3.8 | 31-35 | 3.8 |
41-45 4.2 | 41-45 | 4.2 |
56-60 2.9 | 56-60 | 2.9 |
66+ 2.1 | 66+ | 2.1 |
MSD Product Quality Score by Usage
MSD's Product Quality score was rated the highest by customers who have used MSD's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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MSD Product Quality Score by Industry
MSD's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Tech industry customers.
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MSD Pricing
MSD ROI & Value For Money
3.6/5
MSD has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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MSD 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 Biotech and Pharmaceuticals industry. The users from the Tech industry think that they had the lowest ROI from MSD.
Quick Insights into MSD ROI
MSD's ROI score was rated highest by customers ages 18-25, and rated lowest by customers ages 66+.
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Ranked MSD ROI the Highest
Ranked MSD ROI the Lowest
MSD ROI Score by Gender
Female customers rated MSD's ROI score 0.1 stars higher than Male customers.
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Male
3.5/5
Female
3.6/5
MSD ROI Score by Ethnicity
MSD's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of MSD.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Hispanic or Latino 4.5 | Hispanic or Latino | 4.5 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.2 | Other | 3.2 |
MSD ROI Score by Age
MSD's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of MSD.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 4.1 | 26-30 | 4.1 |
31-35 4 | 31-35 | 4 |
41-45 3.4 | 41-45 | 3.4 |
56-60 3.5 | 56-60 | 3.5 |
66+ 1.5 | 66+ | 1.5 |
MSD ROI Score by Usage
MSD's ROI score was rated the highest by customers who have used MSD's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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MSD ROI Score by Industry
MSD's ROI score was rated the highest by Biotech and Pharmaceuticals industry customers, and the lowest by Tech industry customers.
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MSD Customer Satisfaction (CSAT)
MSD Customer Satisfaction (CSAT) Score
71 / 100
MSD has an overall Customer Satisfaction score of 71 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
44%
Satisfied
27%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
5%
Very Dissatisfied
12%
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 MSD Customer Satisfaction
MSD's Customer Satisfaction score was rated highest by customers who have used MSD's products/services for 1 to 2 Years, and rated lowest by customers ages 66+.
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Ranked MSD Customer Satisfaction the Highest
Ranked MSD Customer Satisfaction the Lowest
MSD Customer Satisfaction Score by Gender
Female customers rated MSD's Customer Satisfaction score 24 points higher than Male customers.
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55 / 100
MaleVery Satisfied | 22% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 12% | |
Very Dissatisfied | 33% |
79 / 100
FemaleVery Satisfied | 43% | |
|---|---|---|
Satisfied | 36% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 7% | |
Very Dissatisfied | 7% |
MSD Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
MSD's Customer Satisfaction (CSAT) score was rated 56% according to Caucasian users and customers.
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56 / 100
Very Satisfied
56%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
11%
Very Dissatisfied
33%
CSAT according to Hispanic or Latino
MSD's Customer Satisfaction (CSAT) score was rated 75% according to Hispanic or Latino users and customers.
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75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
CSAT according to Asian or Pacific Islander
MSD'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 Other
MSD's Customer Satisfaction (CSAT) score was rated 75% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of MSD.
75 / 100
Very Satisfied
0%
Satisfied
75%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
0%
MSD Customer Satisfaction Score by Age
MSD's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of MSD.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 26-30 | 100% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 66+ | 25% |
MSD Customer Satisfaction Score by Usage
MSD's Customer Satisfaction score was rated the highest by customers who have used MSD's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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MSD Customer Satisfaction Score by Industry
MSD's Customer Satisfaction score was rated 100 points by both Biotech and Pharmaceuticals and Healthcare, Hospitals and Medicine industry customers.
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}MSD Customer Service
3.6/5
MSD has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock MSD's overall Customer Service score rated by its users and customers.
About MSD's Customer Service
Address
2000 Galloping Hill Rd, Kenilworth, NJ 07033
Website
https://www.msd.com/
Phone Number
+41 41 418 16 16
MSD's Social Links
Quick Insights into MSD Customer Service
MSD's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers ages 66+.
Sign Up to unlock insights into how customers have ranked MSD's Customer Service score.
Ranked MSD Customer Service the Highest
Ranked MSD Customer Service the Lowest
MSD Customer Service Score by Gender
Female customers rated MSD's Customer Service score 0.3 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of MSD.
Male
3.7/5
Female
4/5
MSD Customer Service Score by Ethnicity
MSD's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of MSD.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.7 | Caucasian | 3.7 |
Hispanic or Latino 4.5 | Hispanic or Latino | 4.5 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 3.2 | Other | 3.2 |
MSD Customer Service Score by Age
MSD's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of MSD.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 4.2 | 26-30 | 4.2 |
31-35 4.1 | 31-35 | 4.1 |
41-45 4.1 | 41-45 | 4.1 |
56-60 3.7 | 56-60 | 3.7 |
66+ 2.5 | 66+ | 2.5 |
MSD Customer Service Score by Usage
MSD's Customer Service score was rated the highest by customers who have used MSD's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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MSD Customer Service Score by Industry
MSD's Customer Service score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Tech industry customers.
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Consumer vs. Employees
MSD scored a 17 for Net Promoter Score and a 31 for Employee Net Promoter Score. NPS gauges how likely a customer of MSD would recommend the brand to a friend. ENPS measures how likely MSD employees would recommend working at MSD to a friend.
Net Promoter Score
17
NPS Score
| 46% | Promoters |
|---|---|
| 25% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
31
eNPS Score
| 58% | Promoters |
|---|---|
| 15% | Passive |
| 27% | Detractors |
