19
NPS
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Naylor
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About Naylor's Brand
Naylor builds strong trade and professional associations by delivering solutions that engage members and generate non-dues revenue.
Brand at a Glance
72%
Customer Loyalty
3.9/5
Product Quality
3.5/5
Pricing
2.8/5
Customer Service
Naylor NPS
Naylor's Net Promoter Score (NPS) is a 19 with 51% Promoters, 17% Passives, and 32% Detractors. Net Promoter Score tracks whether Naylor's customers would recommend using the product based on a scale of -100 to 100.
Naylor Overall NPS
| 51% | Promoters |
|---|---|
| 17% | Passives |
| 32% | Detractors |
Naylor NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2020 26 | Aug 2020 | 26 |
Jan 2022 26 | Jan 2022 | 26 |
Apr 2023 27 | Apr 2023 | 27 |
May 2023 25 | May 2023 | 25 |
Apr 2024 22 | Apr 2024 | 22 |
May 2024 20 | May 2024 | 20 |
Jan 2025 17 | Jan 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.
Naylor NPS by Usage
Naylor's NPS was rated the highest by customers who have used Naylor's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 40 | Less than 1 Year | 40 |
1 to 2 Years 7 | 1 to 2 Years | 7 |
2 to 5 Years 50 | 2 to 5 Years | 50 |
5 to 10 Years 25 | 5 to 10 Years | 25 |
Naylor Customer Loyalty
72%
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.
72% of Naylor users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Naylor Product Quality
3.9/5
Naylor has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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Naylor Product Information
Naylor serves markets in the United States and Canada. Naylor supports Web devices and offers products for small and medium sized businesses.
Naylor’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Construction industry rated Naylor's product the highest. Reviewers from the Government & Legal industry rated Naylor the lowest at 3.
- Website
- http://www.naylor.com/
- Company Size
- 201-500 Employees
Industry
Marketing, Advertising and Research
Business Services
Languages Supported
English
Quick Insights into Naylor Product Quality
Naylor's Product Quality score was rated highest by customers from the Construction industry, and rated lowest by customers from the Government & Legal industry.
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Ranked Naylor Product Quality the Highest
Ranked Naylor Product Quality the Lowest
Naylor Product Quality Score by Usage
Naylor's Product Quality score was rated the highest by customers who have used Naylor's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Naylor Product Quality Score by Industry
Naylor's Product Quality score was rated the highest by Construction industry customers, and the lowest by Government & Legal industry customers.
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Naylor Pricing
Naylor ROI & Value For Money
3.5/5
Naylor 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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Naylor Pricing Plans
Naylor has a pricing structure that accommodates small and medium businesses. Starting from $195/month, Naylor uses a subscription model. For the users that are not ready to commit yet, Naylor also offers a free trial.
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 Non-Profit industry.
Who Uses Naylor?
Small Businesses
Medium Businesses
Quick Insights into Naylor ROI
Naylor's ROI score was rated highest by customers from the Non-Profit industry.
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Ranked Naylor ROI the Highest
Naylor ROI Score by Industry
Naylor's ROI score was rated 4.1 stars by Non-Profit industry customers.
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Naylor Customer Satisfaction (CSAT)
Naylor Customer Satisfaction (CSAT) Score
58 / 100
Naylor has an overall Customer Satisfaction score of 58 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
29%
Satisfied
29%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
13%
Very Dissatisfied
29%
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.
Naylor Customer Service
2.8/5
Naylor has an overall Customer Service score of 2.8 out of 5 stars rated by its users and customers.
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About Naylor's Customer Service
Address
1430 Spring Hill Road, 6th Floor, Mclean, VA 22102
Website
http://www.naylor.com/
Phone Number
(800) 369-6220
Naylor's Social Links
Naylor as an Employer
2.4/5
Naylor has a 2.4/5 stars for its overall company culture rated by their employees
bottom
40%
Consumer vs. Employees
Naylor scored a 19 for Net Promoter Score and a -11 for Employee Net Promoter Score. NPS gauges how likely a customer of Naylor would recommend the brand to a friend. ENPS measures how likely Naylor employees would recommend working at Naylor to a friend.
Net Promoter Score
19
NPS Score
| 51% | Promoters |
|---|---|
| 17% | Passive |
| 32% | Detractors |
Employee Net Promoter Score
-11
eNPS Score
| 33% | Promoters |
|---|---|
| 23% | Passive |
| 44% | Detractors |
