-12
NPS
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Pearson
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About Pearson's Brand
At Pearson, our purpose is simple: to add life to a lifetime of learning. We believe that every learning opportunity is a chance for a personal breakthrough. That’s why our c.20,000 Pearson employees are committed to creating vibrant and enriching learning experiences designed for real-life impact. We are the world’s leading learning company, serving customers in nearly 200 countries with digital content, assessments, qualifications, and data. For us, learning isn’t just what we do. It’s who we are. Visit us at pearsonplc.com
Brand at a Glance
65%
Customer Loyalty
2.9/5
Product Quality
2.8/5
Pricing
2.8/5
Customer Service
Pearson CMO
Pearson NPS
Pearson's Net Promoter Score (NPS) is a -12 with 37% Promoters, 14% Passives, and 49% Detractors. Net Promoter Score tracks whether Pearson's customers would recommend using the product based on a scale of -100 to 100.
Pearson Overall NPS
| 37% | Promoters |
|---|---|
| 14% | Passives |
| 49% | Detractors |
Pearson NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2024 -13 | Sep 2024 | -13 |
Oct 2024 -12 | Oct 2024 | -12 |
Nov 2024 -13 | Nov 2024 | -13 |
Dec 2024 -13 | Dec 2024 | -13 |
Feb 2025 -11 | Feb 2025 | -11 |
Mar 2025 -13 | Mar 2025 | -13 |
May 2025 -11 | May 2025 | -11 |
Jun 2025 -11 | Jun 2025 | -11 |
Aug 2025 -11 | Aug 2025 | -11 |
Sep 2025 -14 | Sep 2025 | -14 |
Dec 2025 -12 | Dec 2025 | -12 |
Jan 2026 -12 | Jan 2026 | -12 |
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.
Pearson NPS by Gender
Male customers rated Pearson's NPS 19 points higher than Female customers.
Male
-27
Pearson's NPS was rated -27 by Male customers on Comparably.
35%
Promoters
3%
Passives
62%
Detractors
Female
-46
Pearson's NPS was rated -46 by Female customers on Comparably.
20%
Promoters
14%
Passives
66%
Detractors
Pearson NPS by Ethnicity
Pearson's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -40 | Caucasian | -40 |
Hispanic or Latino -40 | Hispanic or Latino | -40 |
African American/Black 0 | African American/Black | 0 |
Asian or Pacific Islander -13 | Asian or Pacific Islander | -13 |
Other -80 | Other | -80 |
Pearson NPS by Age
Pearson's NPS was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
Pearson NPS by Usage
Pearson's NPS was rated the highest by customers who have used Pearson's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -64 | Less than 1 Year | -64 |
1 to 2 Years -33 | 1 to 2 Years | -33 |
2 to 5 Years -24 | 2 to 5 Years | -24 |
5 to 10 Years 0 | 5 to 10 Years | 0 |
Over 10 Years -51 | Over 10 Years | -51 |
Pearson Customer Reviews
Out of the 10 Pearson customer reviews 5 were positive and 5 were constructive. Pearson 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
Pearson Customer Loyalty
65%
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.
65% of Pearson users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Pearson Customer Loyalty Score by Gender
Female customers rated Pearson's Customer Loyalty score 14% higher than Male customers.
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Male
52%
Yes
Female
66%
Yes
Pearson Customer Loyalty Score by Ethnicity
Pearson'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 Pearson.
65
out of 100
Caucasian
28
out of 100
Hispanic or Latino
60
out of 100
African American/Black
78
out of 100
Asian or Pacific Islander
55
out of 100
Other
Pearson Customer Loyalty Score by Age
Pearson's Customer Loyalty score was rated the highest by customers ages 61-65, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Pearson.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 58% | 18-25 | 58% |
26-30 55% | 26-30 | 55% |
31-35 63% | 31-35 | 63% |
36-40 60% | 36-40 | 60% |
41-45 46% | 41-45 | 46% |
46-50 74% | 46-50 | 74% |
51-55 40% | 51-55 | 40% |
56-60 78% | 56-60 | 78% |
61-65 82% | 61-65 | 82% |
Pearson Customer Loyalty Score by Usage
Pearson's Customer Loyalty score was rated the highest by customers who have used Pearson's products/services for 5 to 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.
Pearson Customer Loyalty Score by Industry
Pearson's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine 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.
Pearson Product Quality
2.9/5
Pearson has an overall Product Quality score of 2.9 out of 5 stars rated by its users and customers.
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Pearson Product Information
Pearson’s product quality score is a 2.9 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Pearson's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated Pearson the lowest at 1.5.
- Website
- https://plc.pearson.com/
- Company Size
- 10,000+ Employees
Industry
Education
Quick Insights into Pearson Product Quality
Pearson's Product Quality score was rated highest by customers from the Accounting industry, and rated lowest by Other customers.
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Ranked Pearson Product Quality the Highest
Ranked Pearson Product Quality the Lowest
Pearson Product Quality Score by Gender
Female customers rated Pearson's Product Quality score 0.3 stars higher than Male customers.
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Male
2.4/5
Female
2.7/5
Pearson Product Quality Score by Ethnicity
Pearson's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Pearson.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
Hispanic or Latino 2.5 | Hispanic or Latino | 2.5 |
African American/Black 3.1 | African American/Black | 3.1 |
Asian or Pacific Islander 3.4 | Asian or Pacific Islander | 3.4 |
Other 1.5 | Other | 1.5 |
Pearson Product Quality Score by Age
Pearson's Product Quality score was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Pearson.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.1 | 18-25 | 3.1 |
26-30 3.2 | 26-30 | 3.2 |
31-35 2.9 | 31-35 | 2.9 |
36-40 2.1 | 36-40 | 2.1 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 2.9 | 51-55 | 2.9 |
56-60 3.6 | 56-60 | 3.6 |
61-65 1.5 | 61-65 | 1.5 |
Pearson Product Quality Score by Usage
Pearson's Product Quality score was rated the highest by customers who have used Pearson's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Pearson Product Quality Score by Industry
Pearson's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Pearson Pricing
Pearson ROI & Value For Money
2.8/5
Pearson has a value for money and ROI score of 2.8 out of 5 stars rated by its users and customers.
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Pearson 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 Architecture and Planning industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from Pearson.
Quick Insights into Pearson ROI
Pearson's ROI score was rated highest by customers from the Architecture and Planning industry, and rated lowest by Other customers.
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Ranked Pearson ROI the Highest
Ranked Pearson ROI the Lowest
Pearson ROI Score by Gender
Male customers rated Pearson's ROI score 0.1 stars higher than Female customers.
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Male
2.5/5
Female
2.4/5
Pearson ROI Score by Ethnicity
Pearson's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Pearson.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 2.8 | African American/Black | 2.8 |
Asian or Pacific Islander 2.8 | Asian or Pacific Islander | 2.8 |
Other 1.5 | Other | 1.5 |
Pearson ROI Score by Age
Pearson's ROI score was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Pearson.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.8 | 18-25 | 2.8 |
26-30 3 | 26-30 | 3 |
31-35 3.2 | 31-35 | 3.2 |
36-40 1.8 | 36-40 | 1.8 |
41-45 2 | 41-45 | 2 |
46-50 1.5 | 46-50 | 1.5 |
51-55 2.3 | 51-55 | 2.3 |
56-60 3.4 | 56-60 | 3.4 |
61-65 1.5 | 61-65 | 1.5 |
Pearson ROI Score by Usage
Pearson's ROI score was rated the highest by customers who have used Pearson's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Pearson ROI Score by Industry
Pearson's ROI score was rated the highest by Architecture and Planning industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Pearson Customer Satisfaction (CSAT)
Pearson Customer Satisfaction (CSAT) Score
52 / 100
Pearson has an overall Customer Satisfaction score of 52 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
20%
Satisfied
32%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
6%
Very Dissatisfied
28%
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 Pearson Customer Satisfaction
Pearson's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers, and rated lowest by Other customers.
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Ranked Pearson Customer Satisfaction the Highest
Ranked Pearson Customer Satisfaction the Lowest
Pearson Customer Satisfaction Score by Gender
Female customers rated Pearson's Customer Satisfaction score 6 points higher than Male customers.
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39 / 100
MaleVery Satisfied | 21% | |
|---|---|---|
Satisfied | 18% | |
Neither Satisfied nor Dissatisfied | 11% | |
Dissatisfied | 7% | |
Very Dissatisfied | 43% |
45 / 100
FemaleVery Satisfied | 9% | |
|---|---|---|
Satisfied | 36% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 0% | |
Very Dissatisfied | 46% |
Pearson Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Pearson's Customer Satisfaction (CSAT) score was rated 38% according to Caucasian users and customers.
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38 / 100
Very Satisfied
19%
Satisfied
19%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
3%
Very Dissatisfied
44%
CSAT according to Hispanic or Latino
Pearson's Customer Satisfaction (CSAT) score was rated 50% according to Hispanic or Latino users and customers.
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50 / 100
Very Satisfied
0%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
CSAT according to African American/Black
Pearson's Customer Satisfaction (CSAT) score was rated 57% according to African American/Black users and customers.
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57 / 100
Very Satisfied
14%
Satisfied
43%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
14%
Very Dissatisfied
15%
CSAT according to Asian or Pacific Islander
Pearson's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Pearson.
100 / 100
Very Satisfied
40%
Satisfied
60%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Pearson's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Pearson.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
Pearson Customer Satisfaction Score by Age
Pearson's Customer Satisfaction 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 Satisfaction by Age data of Pearson.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 70% | |||||||||||||||
| 31-35 | 62% | |||||||||||||||
| 36-40 | 50% | |||||||||||||||
| 41-45 | 20% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 43% | |||||||||||||||
| 61-65 | 0% |
Pearson Customer Satisfaction Score by Usage
Pearson's Customer Satisfaction score was rated the highest by customers who have used Pearson's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Pearson Customer Satisfaction Score by Industry
Pearson's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Pearson Customer Satisfaction Score by Industry",
"text": "Pearson's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 28,
"stars": 0,
"csatScore": 28,
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"scoreClassName": "",
"scoreLabel": 28
},
{
"label": "Accounting",
"groupId": 495,
"score": 83,
"stars": 0,
"csatScore": 83,
"text": "Pearson's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "max",
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},
{
"label": "Education",
"groupId": 515,
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"stars": 0,
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"score": 0,
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]
}Pearson Customer Service
2.8/5
Pearson has an overall Customer Service score of 2.8 out of 5 stars rated by its users and customers.
Sign Up to unlock Pearson's overall Customer Service score rated by its users and customers.
About Pearson's Customer Service
Address
80 Strand, WC2R 0BP United Kingdom
Website
https://plc.pearson.com/
Phone Number
(212) 337-9619
Pearson's Social Links
Quick Insights into Pearson Customer Service
Pearson's Customer Service score was rated highest by customers from the Architecture and Planning industry, and rated lowest by Other customers.
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Ranked Pearson Customer Service the Highest
Ranked Pearson Customer Service the Lowest
Pearson Customer Service Score by Gender
Male customers rated Pearson's Customer Service score 0.1 stars higher than Female customers.
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Male
2.5/5
Female
2.4/5
Pearson Customer Service Score by Ethnicity
Pearson's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Pearson.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.5 | Caucasian | 2.5 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 3 | African American/Black | 3 |
Asian or Pacific Islander 3.4 | Asian or Pacific Islander | 3.4 |
Other 1.5 | Other | 1.5 |
Pearson Customer Service Score by Age
Pearson's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Pearson.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 2.9 | 18-25 | 2.9 |
26-30 3.2 | 26-30 | 3.2 |
31-35 3 | 31-35 | 3 |
36-40 2.5 | 36-40 | 2.5 |
41-45 2.1 | 41-45 | 2.1 |
46-50 1.6 | 46-50 | 1.6 |
51-55 2.3 | 51-55 | 2.3 |
56-60 3.2 | 56-60 | 3.2 |
61-65 1.5 | 61-65 | 1.5 |
Pearson Customer Service Score by Usage
Pearson's Customer Service score was rated the highest by customers who have used Pearson's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Pearson Customer Service Score by Industry
Pearson's Customer Service score was rated the highest by Architecture and Planning industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Pearson as an Employer
2.7/5
Pearson has a 2.7/5 stars for its overall company culture rated by their employees
bottom
20%
Consumer vs. Employees
Pearson scored a -12 for Net Promoter Score and a -25 for Employee Net Promoter Score. NPS gauges how likely a customer of Pearson would recommend the brand to a friend. ENPS measures how likely Pearson employees would recommend working at Pearson to a friend.
Net Promoter Score
-12
NPS Score
| 37% | Promoters |
|---|---|
| 14% | Passive |
| 49% | Detractors |
Employee Net Promoter Score
-25
eNPS Score
| 29% | Promoters |
|---|---|
| 17% | Passive |
| 54% | Detractors |
