-36
NPS
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Norfolk Southern Corporation
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About Norfolk Southern Corporation's Brand
Norfolk Southern Corp is one of the nation's premier transportation companies. NS is a Fortune 300 and a 2017 Forbes America's Best Employers Top 100 Company. Among its major competitors, Norfolk Southern Corporation is ranked in 6th place for NPS while Kansas City Southern is 1st, and BNSF Railway is 2nd. Overall, Norfolk Southern Corporation has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $65.54B
Brand at a Glance
69%
Customer Loyalty
2.7/5
Product Quality
2.9/5
Pricing
2.6/5
Customer Service
Norfolk Southern Corporation Ranking
- #3 / 4 of its competitors
Norfolk Southern Corporation NPS
Norfolk Southern Corporation's Net Promoter Score (NPS) is a -36 with 25% Promoters, 14% Passives, and 61% Detractors. Net Promoter Score tracks whether Norfolk Southern Corporation's customers would recommend using the product based on a scale of -100 to 100.
Norfolk Southern Corporation Overall NPS
| 25% | Promoters |
|---|---|
| 14% | Passives |
| 61% | Detractors |
Norfolk Southern Corporation NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2022 -29 | Nov 2022 | -29 |
Jan 2023 -32 | Jan 2023 | -32 |
Feb 2023 -46 | Feb 2023 | -46 |
Mar 2023 -48 | Mar 2023 | -48 |
Jun 2023 -48 | Jun 2023 | -48 |
Jul 2023 -48 | Jul 2023 | -48 |
Oct 2023 -44 | Oct 2023 | -44 |
Jan 2024 -44 | Jan 2024 | -44 |
Feb 2024 -40 | Feb 2024 | -40 |
May 2024 -43 | May 2024 | -43 |
Jul 2024 -40 | Jul 2024 | -40 |
Dec 2024 -36 | Dec 2024 | -36 |
How Other Brands Compare
Norfolk Southern Corporation is ranked third for NPS among its competitors. BNSF Railway and CSX Corporation come in first and second, with Canadian National Railway coming in at #4. Among those competitors, it is the lowest valued company behind Canadian National Railway.
Norfolk Southern Corporation |  BNSF Railway |  Canadian National Railway |  CSX Corporation | |
| Global Ranking | #- | #789 | #- | #- |
| NPS | -36 | 27 | -100 | 15 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $65.54B | - | $77.63B | $66.24B |
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.
Norfolk Southern Corporation NPS by Gender
Male customers rated Norfolk Southern Corporation's NPS 40 points higher than Female customers.
Male
-60
Norfolk Southern Corporation's NPS was rated -60 by Male customers on Comparably.
0%
Promoters
40%
Passives
60%
Detractors
Female
-100
Norfolk Southern Corporation's NPS was rated -100 by Female customers on Comparably.
0%
Promoters
0%
Passives
100%
Detractors
Norfolk Southern Corporation NPS by Ethnicity
Norfolk Southern Corporation's NPS was rated -67 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -67 | Caucasian | -67 |
Norfolk Southern Corporation NPS by Usage
Norfolk Southern Corporation's NPS was rated -100 points by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years -100 | 1 to 2 Years | -100 |
Norfolk Southern Corporation NPS vs. Competitors
Compared to its competitors, Norfolk Southern Corporation's NPS is rated right above Canadian National Railway, and is preceded by Nurminen Logistics.
| COMPANY | NPS Score | |
|---|---|---|
 | Kansas City Southern | 100 |
| BNSF Railway | 27 |
 | Union Pacific Railroad | 27 |
| CSX Corporation | 15 |
 | Amtrak | 14 |
| Nurminen Logistics | N/A |
| Norfolk Southern Corporation | -36 |
| Canadian National Railway | -100 |
Norfolk Southern Corporation Customer Loyalty
69%
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.
69% of Norfolk Southern Corporation users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Norfolk Southern Corporation Customer Loyalty Score by Gender
Male customers rated Norfolk Southern Corporation's Customer Loyalty score 12% higher than Female customers.
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Male
82%
Yes
Female
70%
Yes
Norfolk Southern Corporation Customer Loyalty Score by Ethnicity
Norfolk Southern Corporation's Customer Loyalty score was rated 40% by Caucasian customers on Comparably.
% who answered "Yes"
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40
out of 100
Caucasian
Norfolk Southern Corporation Customer Loyalty Score by Usage
Norfolk Southern Corporation's Customer Loyalty score was rated 100% by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years.
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Norfolk Southern Corporation Customer Loyalty vs. Competitors
Compared to its competitors, Norfolk Southern Corporation's Customer Loyalty score is rated right above Kansas City Southern, and is preceded by BNSF Railway.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Canadian National Railway | 100% |
| Amtrak | 79% |
| Union Pacific Railroad | 77% |
| CSX Corporation | 74% |
| BNSF Railway | 69% |
| Norfolk Southern Corporation | 69% |
| Kansas City Southern | N/A |
| Nurminen Logistics | N/A |
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Norfolk Southern Corporation Product Quality
2.7/5
Norfolk Southern Corporation has an overall Product Quality score of 2.7 out of 5 stars rated by its users and customers.
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Norfolk Southern Corporation Product Information
Norfolk Southern Corporation’s product quality score is a 2.7 out of 5 as rated by its users and customers.
- Website
- http://www.nscorp.com
- Company Size
- 10,000+ Employees
Industry
Transportation
Quick Insights into Norfolk Southern Corporation Product Quality
Norfolk Southern Corporation's Product Quality score was rated highest by Male customers, and rated lowest by Female customers.
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Ranked Norfolk Southern Corporation Product Quality the Highest
Ranked Norfolk Southern Corporation Product Quality the Lowest
Norfolk Southern Corporation Product Quality Score by Gender
Male customers rated Norfolk Southern Corporation's Product Quality score 1.2 stars higher than Female customers.
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Male
2.7/5
Female
1.5/5
Norfolk Southern Corporation Product Quality Score by Ethnicity
Norfolk Southern Corporation's Product Quality score was rated 1.6 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.6 | Caucasian | 1.6 |
Norfolk Southern Corporation Product Quality Score by Usage
Norfolk Southern Corporation's Product Quality score was rated 2.1 stars by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years.
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Norfolk Southern Corporation Product Quality vs. Competitors
Compared to its competitors, Norfolk Southern Corporation's Product Quality score is rated right above Nurminen Logistics, and is preceded by CSX Corporation.
| COMPANY | Product Quality Score | |
|---|---|---|
| Kansas City Southern | 5/5 |
| Canadian National Railway | 4/5 |
| Union Pacific Railroad | 3.7/5 |
| BNSF Railway | 3.7/5 |
| Amtrak | 3.6/5 |
| CSX Corporation | 3.4/5 |
| Norfolk Southern Corporation | 2.7/5 |
| Nurminen Logistics | N/A |
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Norfolk Southern Corporation Pricing
Norfolk Southern Corporation ROI & Value For Money
2.9/5
Norfolk Southern Corporation has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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Quick Insights into Norfolk Southern Corporation ROI
Norfolk Southern Corporation's ROI score was rated highest by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years, and rated lowest by Female customers.
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Ranked Norfolk Southern Corporation ROI the Highest
Ranked Norfolk Southern Corporation ROI the Lowest
Norfolk Southern Corporation ROI Score by Gender
Male customers rated Norfolk Southern Corporation's ROI score 1.2 stars higher than Female customers.
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Male
3.5/5
Female
2.3/5
Norfolk Southern Corporation ROI Score by Ethnicity
Norfolk Southern Corporation's ROI score was rated 1.8 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.8 | Caucasian | 1.8 |
Norfolk Southern Corporation ROI Score by Usage
Norfolk Southern Corporation's ROI score was rated 3.7 stars by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years.
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Norfolk Southern Corporation Pricing vs. Competitors
Compared to its competitors, Norfolk Southern Corporation's ROI score is rated right above Canadian National Railway, and is preceded by Amtrak.
| COMPANY | Pricing Score | |
|---|---|---|
| Kansas City Southern | 5/5 |
| BNSF Railway | 3.7/5 |
| Union Pacific Railroad | 3.7/5 |
| CSX Corporation | 3.6/5 |
| Amtrak | 3.4/5 |
| Norfolk Southern Corporation | 2.9/5 |
| Canadian National Railway | 1.5/5 |
| Nurminen Logistics | N/A |
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Norfolk Southern Corporation Customer Satisfaction (CSAT)
Norfolk Southern Corporation Customer Satisfaction (CSAT) Score
48 / 100
Norfolk Southern Corporation has an overall Customer Satisfaction score of 48 rated by its users and customers.
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Very Satisfied
20%
Satisfied
28%
Neither Satisfied nor Dissatisfied
16%
Dissatisfied
0%
Very Dissatisfied
36%
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 Norfolk Southern Corporation Customer Satisfaction
Norfolk Southern Corporation's Customer Satisfaction score was rated highest by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years.
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Ranked Norfolk Southern Corporation Customer Satisfaction the Highest
Norfolk Southern Corporation Customer Satisfaction Score by Gender
Norfolk Southern Corporation's Customer Satisfaction score was rated 67 by Male customers on Comparably.
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67 / 100
MaleVery Satisfied | 34% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
Norfolk Southern Corporation Customer Satisfaction Score by Usage
Norfolk Southern Corporation's Customer Satisfaction score was rated 100 points by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years.
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Norfolk Southern Corporation Customer Satisfaction vs. Competitors
Compared to its competitors, Norfolk Southern Corporation's Customer Satisfaction score is rated right above Kansas City Southern, and is preceded by BNSF Railway.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Canadian National Railway | 100% |
| Union Pacific Railroad | 80% |
| Amtrak | 72% |
| CSX Corporation | 64% |
| BNSF Railway | 62% |
| Norfolk Southern Corporation | 48% |
| Kansas City Southern | 0% |
| Nurminen Logistics | 0% |
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Norfolk Southern Corporation Customer Service
2.6/5
Norfolk Southern Corporation has an overall Customer Service score of 2.6 out of 5 stars rated by its users and customers.
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About Norfolk Southern Corporation's Customer Service
Address
Three Commercial Place, Norfolk, VA 23510
Website
http://www.nscorp.com
Phone Number
855-667-3655
Norfolk Southern Corporation's Social Links
Quick Insights into Norfolk Southern Corporation Customer Service
Norfolk Southern Corporation's Customer Service score was rated highest by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years, and rated lowest by Female customers.
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Ranked Norfolk Southern Corporation Customer Service the Highest
Ranked Norfolk Southern Corporation Customer Service the Lowest
Norfolk Southern Corporation Customer Service Score by Gender
Male customers rated Norfolk Southern Corporation's Customer Service score 0.2 stars higher than Female customers.
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Male
3.3/5
Female
3.1/5
Norfolk Southern Corporation Customer Service Score by Ethnicity
Norfolk Southern Corporation's Customer Service score was rated 1.5 stars by Caucasian customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Norfolk Southern Corporation Customer Service Score by Usage
Norfolk Southern Corporation's Customer Service score was rated 4.4 stars by customers who have used Norfolk Southern Corporation's products/services for 1 to 2 Years.
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Norfolk Southern Corporation Customer Service vs. Competitors
Compared to its competitors, Norfolk Southern Corporation's Customer Service score is rated right above Kansas City Southern, and is preceded by CSX Corporation.
| COMPANY | Customer Service Score | |
|---|---|---|
| Canadian National Railway | 4.5/5 |
| BNSF Railway | 3.7/5 |
| Union Pacific Railroad | 3.7/5 |
| Amtrak | 3.6/5 |
| CSX Corporation | 3.4/5 |
| Norfolk Southern Corporation | 2.6/5 |
| Kansas City Southern | N/A |
| Nurminen Logistics | N/A |
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Norfolk Southern Corporation as an Employer
2.3/5
Norfolk Southern Corporation has a 2.3/5 stars for its overall company culture rated by their employees
bottom
5%
CEO of Norfolk Southern Corporation
In the Bottom 5% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Norfolk Southern Corporation scored a -36 for Net Promoter Score and a -59 for Employee Net Promoter Score. NPS gauges how likely a customer of Norfolk Southern Corporation would recommend the brand to a friend. ENPS measures how likely Norfolk Southern Corporation employees would recommend working at Norfolk Southern Corporation to a friend.
Net Promoter Score
-36
NPS Score
| 25% | Promoters |
|---|---|
| 14% | Passive |
| 61% | Detractors |
Employee Net Promoter Score
-59
eNPS Score
| 14% | Promoters |
|---|---|
| 13% | Passive |
| 73% | Detractors |
