-15
NPS
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Northwestern Medicine
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About Northwestern Medicine's Brand
Brand at a Glance
72%
Customer Loyalty
2.9/5
Product Quality
2.6/5
Pricing
2.5/5
Customer Service
Northwestern Medicine CMO
Mark Modesto
Mark Modesto serves as the Chief Marketing Executive of Northwestern Medicine. Mark started at Northwestern Medicine in August of 2016. Mark currently resides in the Greater Chicago Area.
Northwestern Medicine NPS
Northwestern Medicine's Net Promoter Score (NPS) is a -15 with 37% Promoters, 11% Passives, and 52% Detractors. Net Promoter Score tracks whether Northwestern Medicine's customers would recommend using the product based on a scale of -100 to 100.
Northwestern Medicine Overall NPS
| 37% | Promoters |
|---|---|
| 11% | Passives |
| 52% | Detractors |
Northwestern Medicine NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2024 -10 | Mar 2024 | -10 |
Apr 2024 -11 | Apr 2024 | -11 |
Aug 2024 -13 | Aug 2024 | -13 |
Sep 2024 -14 | Sep 2024 | -14 |
Oct 2024 -14 | Oct 2024 | -14 |
Nov 2024 -14 | Nov 2024 | -14 |
Jan 2025 -15 | Jan 2025 | -15 |
Feb 2025 -16 | Feb 2025 | -16 |
Mar 2025 -16 | Mar 2025 | -16 |
Apr 2025 -16 | Apr 2025 | -16 |
Sep 2025 -16 | Sep 2025 | -16 |
Jan 2026 -16 | Jan 2026 | -16 |
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.
Northwestern Medicine NPS by Gender
Female customers rated Northwestern Medicine's NPS 7 points higher than Male customers.
Male
-34
Northwestern Medicine's NPS was rated -34 by Male customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Female
-27
Northwestern Medicine's NPS was rated -27 by Female customers on Comparably.
30%
Promoters
13%
Passives
57%
Detractors
Northwestern Medicine NPS by Ethnicity
Northwestern Medicine's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -52 | Caucasian | -52 |
Hispanic or Latino 0 | Hispanic or Latino | 0 |
African American/Black 0 | African American/Black | 0 |
Asian or Pacific Islander -34 | Asian or Pacific Islander | -34 |
Northwestern Medicine NPS by Age
Northwestern Medicine's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Northwestern Medicine NPS by Usage
Northwestern Medicine's NPS was rated the highest by customers who have used Northwestern Medicine'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 -66 | Less than 1 Year | -66 |
1 to 2 Years -100 | 1 to 2 Years | -100 |
2 to 5 Years 14 | 2 to 5 Years | 14 |
5 to 10 Years -45 | 5 to 10 Years | -45 |
Over 10 Years -24 | Over 10 Years | -24 |
Northwestern Medicine Customer Reviews
Out of the 9 Northwestern Medicine customer reviews 3 were positive and 6 were constructive. Northwestern Medicine 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
Northwestern Medicine 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 Northwestern Medicine users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Northwestern Medicine Customer Loyalty Score by Gender
Male customers rated Northwestern Medicine's Customer Loyalty score 3% higher than Female customers.
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Male
82%
Yes
Female
79%
Yes
Northwestern Medicine Customer Loyalty Score by Ethnicity
Northwestern Medicine's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Northwestern Medicine.
75
out of 100
Caucasian
70
out of 100
Hispanic or Latino
78
out of 100
African American/Black
100
out of 100
Asian or Pacific Islander
Northwestern Medicine Customer Loyalty Score by Age
Northwestern Medicine's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Northwestern Medicine.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
41-45 100% | 41-45 | 100% |
51-55 55% | 51-55 | 55% |
56-60 80% | 56-60 | 80% |
61-65 89% | 61-65 | 89% |
66+ 84% | 66+ | 84% |
Northwestern Medicine Customer Loyalty Score by Usage
Northwestern Medicine's Customer Loyalty score was rated the highest by customers who have used Northwestern Medicine's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year 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.
Northwestern Medicine Customer Loyalty Score by Industry
Northwestern Medicine's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Accounting 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.
Northwestern Medicine Product Quality
2.9/5
Northwestern Medicine has an overall Product Quality score of 2.9 out of 5 stars rated by its users and customers.
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Northwestern Medicine Product Information
Northwestern Medicine’s product quality score is a 2.9 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Northwestern Medicine's product the highest. Reviewers from the Accounting industry rated Northwestern Medicine the lowest at 3.
- Website
- http://www.nm.org/
- Company Size
- 10,000+ Employees
Quick Insights into Northwestern Medicine Product Quality
Northwestern Medicine's Product Quality score was rated highest by customers from the Tech industry, and rated lowest by customers ages 51-55.
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Ranked Northwestern Medicine Product Quality the Highest
Ranked Northwestern Medicine Product Quality the Lowest
Northwestern Medicine Product Quality Score by Gender
Male customers rated Northwestern Medicine's Product Quality score 0.8 stars higher than Female customers.
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Male
3.4/5
Female
2.6/5
Northwestern Medicine Product Quality Score by Ethnicity
Northwestern Medicine's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Northwestern Medicine.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Hispanic or Latino 2.7 | Hispanic or Latino | 2.7 |
African American/Black 3.6 | African American/Black | 3.6 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Northwestern Medicine Product Quality Score by Age
Northwestern Medicine's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Northwestern Medicine.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
41-45 3.6 | 41-45 | 3.6 |
51-55 1.9 | 51-55 | 1.9 |
56-60 2.8 | 56-60 | 2.8 |
61-65 2.9 | 61-65 | 2.9 |
66+ 2.8 | 66+ | 2.8 |
Northwestern Medicine Product Quality Score by Usage
Northwestern Medicine's Product Quality score was rated the highest by customers who have used Northwestern Medicine's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Northwestern Medicine Product Quality Score by Industry
Northwestern Medicine's Product Quality score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Northwestern Medicine Pricing
Northwestern Medicine ROI & Value For Money
2.6/5
Northwestern Medicine has a value for money and ROI score of 2.6 out of 5 stars rated by its users and customers.
Sign Up to unlock Northwestern Medicine's overall ROI score rated by its users and customers.
Northwestern Medicine 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 Tech industry. The users from the Accounting industry think that they had the lowest ROI from Northwestern Medicine.
Quick Insights into Northwestern Medicine ROI
Northwestern Medicine's ROI score was rated highest by customers from the Tech industry, and rated lowest by customers who have used Northwestern Medicine's products/services for 1 to 2 Years.
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Ranked Northwestern Medicine ROI the Highest
Ranked Northwestern Medicine ROI the Lowest
Northwestern Medicine ROI Score by Gender
Male customers rated Northwestern Medicine's ROI score 0.5 stars higher than Female customers.
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Male
2.8/5
Female
2.3/5
Northwestern Medicine ROI Score by Ethnicity
Northwestern Medicine's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Northwestern Medicine.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 3.1 | African American/Black | 3.1 |
Asian or Pacific Islander 2.8 | Asian or Pacific Islander | 2.8 |
Northwestern Medicine ROI Score by Age
Northwestern Medicine's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Northwestern Medicine.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.6 | 18-25 | 2.6 |
41-45 2.7 | 41-45 | 2.7 |
51-55 2.6 | 51-55 | 2.6 |
56-60 2.5 | 56-60 | 2.5 |
61-65 1.8 | 61-65 | 1.8 |
66+ 2.2 | 66+ | 2.2 |
Northwestern Medicine ROI Score by Usage
Northwestern Medicine's ROI score was rated the highest by customers who have used Northwestern Medicine's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Northwestern Medicine ROI Score by Industry
Northwestern Medicine's ROI score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Northwestern Medicine Customer Satisfaction (CSAT)
Northwestern Medicine Customer Satisfaction (CSAT) Score
44 / 100
Northwestern Medicine has an overall Customer Satisfaction score of 44 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
27%
Satisfied
17%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
19%
Very Dissatisfied
33%
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 Northwestern Medicine Customer Satisfaction
Northwestern Medicine's Customer Satisfaction score was rated highest by customers from the Tech industry, and rated lowest by customers who have used Northwestern Medicine's products/services for 1 to 2 Years.
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Ranked Northwestern Medicine Customer Satisfaction the Highest
Ranked Northwestern Medicine Customer Satisfaction the Lowest
Northwestern Medicine Customer Satisfaction Score by Gender
Male customers rated Northwestern Medicine's Customer Satisfaction score 16 points higher than Female customers.
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46 / 100
MaleVery Satisfied | 31% | |
|---|---|---|
Satisfied | 15% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 31% | |
Very Dissatisfied | 23% |
30 / 100
FemaleVery Satisfied | 13% | |
|---|---|---|
Satisfied | 17% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 29% | |
Very Dissatisfied | 38% |
Northwestern Medicine Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Northwestern Medicine's Customer Satisfaction (CSAT) score was rated 30% according to Caucasian users and customers.
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30 / 100
Very Satisfied
13%
Satisfied
17%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
36%
Very Dissatisfied
30%
CSAT according to Hispanic or Latino
Northwestern Medicine's Customer Satisfaction (CSAT) score was rated 50% according to Hispanic or Latino users and customers.
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50 / 100
Very Satisfied
33%
Satisfied
17%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
17%
Very Dissatisfied
33%
CSAT according to African American/Black
Northwestern Medicine's Customer Satisfaction (CSAT) score was rated 50% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Northwestern Medicine.
50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
CSAT according to Asian or Pacific Islander
Northwestern Medicine's Customer Satisfaction (CSAT) score was rated 33% according to Asian or Pacific Islander users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
34%
Very Dissatisfied
0%
Northwestern Medicine Customer Satisfaction Score by Age
Northwestern Medicine's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Northwestern Medicine.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 66% | |||||||||||||||
| 41-45 | 67% | |||||||||||||||
| 51-55 | 20% | |||||||||||||||
| 56-60 | 33% | |||||||||||||||
| 61-65 | 28% | |||||||||||||||
| 66+ | 11% |
Northwestern Medicine Customer Satisfaction Score by Usage
Northwestern Medicine's Customer Satisfaction score was rated the highest by customers who have used Northwestern Medicine's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Northwestern Medicine Customer Satisfaction Score by Industry
Northwestern Medicine's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Northwestern Medicine Customer Satisfaction Score by Industry",
"text": "Northwestern Medicine's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 75,
"stars": 0,
"csatScore": 75,
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"scoreClassName": "max",
"scoreLabel": 75
},
{
"label": "Accounting",
"groupId": 495,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "Northwestern Medicine's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 33
},
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"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 55,
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}Northwestern Medicine Customer Service
2.5/5
Northwestern Medicine has an overall Customer Service score of 2.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Northwestern Medicine's overall Customer Service score rated by its users and customers.
About Northwestern Medicine's Customer Service
Website
http://www.nm.org/
Phone Number
(312) 926-2000
Quick Insights into Northwestern Medicine Customer Service
Northwestern Medicine's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers ages 61-65.
Sign Up to unlock insights into how customers have ranked Northwestern Medicine's Customer Service score.
Ranked Northwestern Medicine Customer Service the Highest
Ranked Northwestern Medicine Customer Service the Lowest
Northwestern Medicine Customer Service Score by Gender
Male customers rated Northwestern Medicine's Customer Service score 0.3 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Northwestern Medicine.
Male
2.6/5
Female
2.3/5
Northwestern Medicine Customer Service Score by Ethnicity
Northwestern Medicine's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Northwestern Medicine.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
Hispanic or Latino 3.1 | Hispanic or Latino | 3.1 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Northwestern Medicine Customer Service Score by Age
Northwestern Medicine's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Northwestern Medicine.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
41-45 3 | 41-45 | 3 |
51-55 2.4 | 51-55 | 2.4 |
56-60 2.5 | 56-60 | 2.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 2 | 66+ | 2 |
Northwestern Medicine Customer Service Score by Usage
Northwestern Medicine's Customer Service score was rated the highest by customers who have used Northwestern Medicine's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Northwestern Medicine Customer Service Score by Industry
Northwestern Medicine's Customer Service score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Northwestern Medicine as an Employer
3.2/5
Northwestern Medicine has a 3.2/5 stars for its overall company culture rated by their employees
bottom
30%
CEO of Northwestern Medicine
In the Bottom 30% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Northwestern Medicine scored a -15 for Net Promoter Score and a -3 for Employee Net Promoter Score. NPS gauges how likely a customer of Northwestern Medicine would recommend the brand to a friend. ENPS measures how likely Northwestern Medicine employees would recommend working at Northwestern Medicine to a friend.
Net Promoter Score
-15
NPS Score
| 37% | Promoters |
|---|---|
| 11% | Passive |
| 52% | Detractors |
Employee Net Promoter Score
-3
eNPS Score
| 37% | Promoters |
|---|---|
| 23% | Passive |
| 40% | Detractors |
