31
NPS
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NW Natural
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About NW Natural's Brand
Provides natural gas service to about 700,0.0 residential, commercial, and industrial customers. Among its major competitors, NW Natural is ranked in 1st place for NPS while DTE Energy is 2nd, and PacifiCorp is 3rd.
Brand at a Glance
87%
Customer Loyalty
4.2/5
Product Quality
4/5
Pricing
4/5
Customer Service
NW Natural Ranking
- #1 / 4 of its competitors
NW Natural NPS
NW Natural's Net Promoter Score (NPS) is a 31 with 60% Promoters, 11% Passives, and 29% Detractors. Net Promoter Score tracks whether NW Natural's customers would recommend using the product based on a scale of -100 to 100.
NW Natural Overall NPS
| 60% | Promoters |
|---|---|
| 11% | Passives |
| 29% | Detractors |
NW Natural NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2022 18 | Jun 2022 | 18 |
Oct 2022 30 | Oct 2022 | 30 |
Jan 2023 22 | Jan 2023 | 22 |
Feb 2023 13 | Feb 2023 | 13 |
Mar 2023 16 | Mar 2023 | 16 |
Apr 2023 22 | Apr 2023 | 22 |
May 2023 30 | May 2023 | 30 |
Aug 2023 28 | Aug 2023 | 28 |
Sep 2023 26 | Sep 2023 | 26 |
Nov 2023 32 | Nov 2023 | 32 |
Jan 2024 34 | Jan 2024 | 34 |
Aug 2024 31 | Aug 2024 | 31 |
How Other Brands Compare
NW Natural is ranked first for NPS among its competitors. DTE Energy and PacifiCorp come in second and third, with Gas Natural coming in at #4.
NW Natural |  DTE Energy |  PacifiCorp |  Gas Natural | |
| Global Ranking | #- | #698 | #- | #- |
| NPS | 31 | -30 | -30 | - |
| Valuation Updated every 24 hours for public companies | - | $4.99B | - | - |
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.
NW Natural NPS by Gender
Female customers rated NW Natural's NPS 13 points higher than Male customers.
Male
12
NW Natural's NPS was rated 12 by Male customers on Comparably.
56%
Promoters
0%
Passives
44%
Detractors
Female
25
NW Natural's NPS was rated 25 by Female customers on Comparably.
50%
Promoters
25%
Passives
25%
Detractors
NW Natural NPS by Ethnicity
NW Natural's NPS was rated -17 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -17 | Caucasian | -17 |
NW Natural NPS by Age
NW Natural's NPS was rated -25 points by customers ages 66+ on Comparably.
NW Natural NPS by Usage
NW Natural's NPS was rated the highest by customers who have used NW Natural's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 34 | 1 to 2 Years | 34 |
Over 10 Years 0 | Over 10 Years | 0 |
NW Natural NPS vs. Competitors
Compared to its competitors, NW Natural's NPS is rated right above Gas Natural.
| COMPANY | NPS Score | |
|---|---|---|
| NW Natural | 31 |
| Gas Natural | N/A |
| DTE Energy | -30 |
| PacifiCorp | -30 |
NW Natural Customer Loyalty
87%
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.
87% of NW Natural users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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NW Natural Customer Loyalty Score by Gender
Female customers rated NW Natural's Customer Loyalty score 10% higher than Male customers.
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Male
90%
Yes
Female
100%
Yes
NW Natural Customer Loyalty Score by Ethnicity
NW Natural's Customer Loyalty score was rated 100% by Caucasian customers on Comparably.
% who answered "Yes"
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100
out of 100
Caucasian
NW Natural Customer Loyalty Score by Age
NW Natural's Customer Loyalty score was rated 100% by customers ages 66+ on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
66+ 100% | 66+ | 100% |
NW Natural Customer Loyalty Score by Usage
NW Natural's Customer Loyalty score was rated the highest by customers who have used NW Natural's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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NW Natural Customer Loyalty Score by Industry
NW Natural's Customer Loyalty score was rated 100% by Tech industry customers.
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NW Natural Customer Loyalty vs. Competitors
Compared to its competitors, NW Natural's Customer Loyalty score is rated right above PacifiCorp.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| NW Natural | 87% |
| PacifiCorp | 75% |
| DTE Energy | 70% |
| Gas Natural | N/A |
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NW Natural Product Quality
4.2/5
NW Natural has an overall Product Quality score of 4.2 out of 5 stars rated by its users and customers.
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NW Natural Product Information
NW Natural’s product quality score is a 4.2 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated NW Natural's product the highest.
- Website
- https://www.nwnatural.com/
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Energy
Quick Insights into NW Natural Product Quality
NW Natural's Product Quality score was rated highest by customers who have used NW Natural's products/services for 1 to 2 Years, and rated lowest by customers who have used NW Natural's products/services for Over 10 Years.
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Ranked NW Natural Product Quality the Highest
Ranked NW Natural Product Quality the Lowest
NW Natural Product Quality Score by Gender
NW Natural's Product Quality score was rated 3.9 by both Female and Male customers on Comparably.
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Male
3.9/5
Female
3.9/5
NW Natural Product Quality Score by Ethnicity
NW Natural's Product Quality score was rated 3.4 stars by Caucasian customers on Comparably.
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0
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2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
NW Natural Product Quality Score by Age
NW Natural's Product Quality score was rated 3.2 stars by customers ages 66+ on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 3.2 | 66+ | 3.2 |
NW Natural Product Quality Score by Usage
NW Natural's Product Quality score was rated the highest by customers who have used NW Natural's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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NW Natural Product Quality Score by Industry
NW Natural's Product Quality score was rated 4.1 stars by Tech industry customers.
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NW Natural Product Quality vs. Competitors
Compared to its competitors, NW Natural's Product Quality score is rated right above DTE Energy.
| COMPANY | Product Quality Score | |
|---|---|---|
| NW Natural | 4.2/5 |
| DTE Energy | 2.4/5 |
| PacifiCorp | 2.4/5 |
| Gas Natural | N/A |
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NW Natural Pricing
NW Natural ROI & Value For Money
4/5
NW Natural has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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NW Natural 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.
Quick Insights into NW Natural ROI
NW Natural's ROI score was rated highest by Female customers, and rated lowest by customers who have used NW Natural's products/services for Over 10 Years.
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Ranked NW Natural ROI the Highest
Ranked NW Natural ROI the Lowest
NW Natural ROI Score by Gender
Female customers rated NW Natural's ROI score 0.3 stars higher than Male customers.
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Male
3.7/5
Female
4/5
NW Natural ROI Score by Ethnicity
NW Natural's ROI score was rated 3.5 stars by Caucasian customers on Comparably.
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0
1
2
3
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
NW Natural ROI Score by Age
NW Natural's ROI score was rated 3.1 stars by customers ages 66+ on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 3.1 | 66+ | 3.1 |
NW Natural ROI Score by Usage
NW Natural's ROI score was rated the highest by customers who have used NW Natural's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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NW Natural ROI Score by Industry
NW Natural's ROI score was rated 3.9 stars by Tech industry customers.
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NW Natural Pricing vs. Competitors
Compared to its competitors, NW Natural's ROI score is rated right above PacifiCorp.
| COMPANY | Pricing Score | |
|---|---|---|
| NW Natural | 4/5 |
| PacifiCorp | 2.5/5 |
| DTE Energy | 2.2/5 |
| Gas Natural | N/A |
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NW Natural Customer Satisfaction (CSAT)
NW Natural Customer Satisfaction (CSAT) Score
84 / 100
NW Natural has an overall Customer Satisfaction score of 84 rated by its users and customers.
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Very Satisfied
63%
Satisfied
21%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
0%
Very Dissatisfied
5%
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 NW Natural Customer Satisfaction
NW Natural's Customer Satisfaction score was rated highest by customers who have used NW Natural's products/services for 1 to 2 Years, and rated lowest by customers who have used NW Natural's products/services for Over 10 Years.
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Ranked NW Natural Customer Satisfaction the Highest
Ranked NW Natural Customer Satisfaction the Lowest
NW Natural Customer Satisfaction Score by Gender
Male customers rated NW Natural's Customer Satisfaction score 4 points higher than Female customers.
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71 / 100
MaleVery Satisfied | 57% | |
|---|---|---|
Satisfied | 14% | |
Neither Satisfied nor Dissatisfied | 29% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
67 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 34% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
NW Natural Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
NW Natural's Customer Satisfaction (CSAT) score was rated 67% according to Caucasian users and customers.
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67 / 100
Very Satisfied
50%
Satisfied
17%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
16%
NW Natural Customer Satisfaction Score by Age
NW Natural's Customer Satisfaction score was rated 75 points by customers ages 66+ on Comparably.
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0
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 66+ | 75% |
NW Natural Customer Satisfaction Score by Usage
NW Natural's Customer Satisfaction score was rated the highest by customers who have used NW Natural's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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NW Natural Customer Satisfaction vs. Competitors
Compared to its competitors, NW Natural's Customer Satisfaction score is rated right above PacifiCorp.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| NW Natural | 84% |
| PacifiCorp | 39% |
| DTE Energy | 30% |
| Gas Natural | 0% |
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NW Natural Customer Service
4/5
NW Natural has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About NW Natural's Customer Service
Address
220 NW 2nd Ave., Portland, OR
Website
https://www.nwnatural.com/
Phone Number
(503) 721-2515
Quick Insights into NW Natural Customer Service
NW Natural's Customer Service score was rated highest by customers from the Tech industry, and rated lowest by customers who have used NW Natural's products/services for Over 10 Years.
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Ranked NW Natural Customer Service the Highest
Ranked NW Natural Customer Service the Lowest
NW Natural Customer Service Score by Gender
Male customers rated NW Natural's Customer Service score 0.1 stars higher than Female customers.
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Male
3.6/5
Female
3.5/5
NW Natural Customer Service Score by Ethnicity
NW Natural's Customer Service score was rated 3 stars by Caucasian customers on Comparably.
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0
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40
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80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
NW Natural Customer Service Score by Age
NW Natural's Customer Service score was rated 3.1 stars by customers ages 66+ on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
66+ 3.1 | 66+ | 3.1 |
NW Natural Customer Service Score by Usage
NW Natural's Customer Service score was rated the highest by customers who have used NW Natural's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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NW Natural Customer Service Score by Industry
NW Natural's Customer Service score was rated 4.2 stars by Tech industry customers.
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NW Natural Customer Service vs. Competitors
Compared to its competitors, NW Natural's Customer Service score is rated right above PacifiCorp.
| COMPANY | Customer Service Score | |
|---|---|---|
| NW Natural | 4/5 |
| PacifiCorp | 2.7/5 |
| DTE Energy | 2.3/5 |
| Gas Natural | N/A |
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NW Natural as an Employer
2.4/5
NW Natural has a 2.4/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
NW Natural scored a 31 for Net Promoter Score and a -28 for Employee Net Promoter Score. NPS gauges how likely a customer of NW Natural would recommend the brand to a friend. ENPS measures how likely NW Natural employees would recommend working at NW Natural to a friend.
Net Promoter Score
31
NPS Score
| 60% | Promoters |
|---|---|
| 11% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
-28
eNPS Score
| 27% | Promoters |
|---|---|
| 18% | Passive |
| 55% | Detractors |
