-48
NPS
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PENFED Credit Union
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About PENFED Credit Union's Brand
Brand at a Glance
68%
Customer Loyalty
2.2/5
Product Quality
2.7/5
Pricing
2.4/5
Customer Service
PENFED Credit Union NPS
PENFED Credit Union's Net Promoter Score (NPS) is a -48 with 19% Promoters, 14% Passives, and 67% Detractors. Net Promoter Score tracks whether PENFED Credit Union's customers would recommend using the product based on a scale of -100 to 100.
PENFED Credit Union Overall NPS
| 19% | Promoters |
|---|---|
| 14% | Passives |
| 67% | Detractors |
PENFED Credit Union NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2023 -34 | Oct 2023 | -34 |
Nov 2023 -36 | Nov 2023 | -36 |
Jan 2024 -39 | Jan 2024 | -39 |
Mar 2024 -41 | Mar 2024 | -41 |
May 2024 -40 | May 2024 | -40 |
Jun 2024 -38 | Jun 2024 | -38 |
Aug 2024 -46 | Aug 2024 | -46 |
Sep 2024 -43 | Sep 2024 | -43 |
Dec 2024 -45 | Dec 2024 | -45 |
Jan 2025 -48 | Jan 2025 | -48 |
Mar 2025 -51 | Mar 2025 | -51 |
Sep 2025 -48 | Sep 2025 | -48 |
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.
PENFED Credit Union NPS by Gender
Female customers rated PENFED Credit Union's NPS 15 points higher than Male customers.
Male
-58
PENFED Credit Union's NPS was rated -58 by Male customers on Comparably.
17%
Promoters
8%
Passives
75%
Detractors
Female
-43
PENFED Credit Union's NPS was rated -43 by Female customers on Comparably.
14%
Promoters
29%
Passives
57%
Detractors
PENFED Credit Union NPS by Ethnicity
PENFED Credit Union's NPS was rated -61 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -61 | Caucasian | -61 |
PENFED Credit Union NPS by Age
PENFED Credit Union's NPS was rated -82 points by customers ages 66+ on Comparably.
PENFED Credit Union NPS by Usage
PENFED Credit Union's NPS was rated the highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years -20 | 2 to 5 Years | -20 |
Over 10 Years -92 | Over 10 Years | -92 |
PENFED Credit Union Customer Reviews
Out of the 6 PENFED Credit Union customer reviews 2 were positive and 4 were constructive. PENFED Credit Union 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
PENFED Credit Union Customer Loyalty
68%
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.
68% of PENFED Credit Union users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
PENFED Credit Union Customer Loyalty Score by Gender
Female customers rated PENFED Credit Union's Customer Loyalty score 30% higher than Male customers.
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Male
70%
Yes
Female
100%
Yes
PENFED Credit Union Customer Loyalty Score by Ethnicity
PENFED Credit Union's Customer Loyalty score was rated 79% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of PENFED Credit Union.
79
out of 100
Caucasian
PENFED Credit Union Customer Loyalty Score by Age
PENFED Credit Union's Customer Loyalty score was rated 84% by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of PENFED Credit Union.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
66+ 84% | 66+ | 84% |
PENFED Credit Union Customer Loyalty Score by Usage
PENFED Credit Union's Customer Loyalty score was rated the highest by customers who have used PENFED Credit Union's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years 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.
PENFED Credit Union Product Quality
2.2/5
PENFED Credit Union has an overall Product Quality score of 2.2 out of 5 stars rated by its users and customers.
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PENFED Credit Union Product Information
PENFED Credit Union’s product quality score is a 2.2 out of 5 as rated by its users and customers.
- Website
- https://www.penfed.org
Quick Insights into PENFED Credit Union Product Quality
PENFED Credit Union's Product Quality score was rated highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and rated lowest by customers who have used PENFED Credit Union's products/services for Over 10 Years.
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Ranked PENFED Credit Union Product Quality the Highest
Ranked PENFED Credit Union Product Quality the Lowest
PENFED Credit Union Product Quality Score by Gender
Female customers rated PENFED Credit Union's Product Quality score 0.6 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of PENFED Credit Union.
Male
2.1/5
Female
2.7/5
PENFED Credit Union Product Quality Score by Ethnicity
PENFED Credit Union's Product Quality score was rated 2.3 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of PENFED Credit Union.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
PENFED Credit Union Product Quality Score by Age
PENFED Credit Union's Product Quality score was rated 1.8 stars by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of PENFED Credit Union.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 1.8 | 66+ | 1.8 |
PENFED Credit Union Product Quality Score by Usage
PENFED Credit Union's Product Quality score was rated the highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
PENFED Credit Union Pricing
PENFED Credit Union ROI & Value For Money
2.7/5
PENFED Credit Union has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
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Quick Insights into PENFED Credit Union ROI
PENFED Credit Union's ROI score was rated highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and rated lowest by customers who have used PENFED Credit Union's products/services for Over 10 Years.
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Ranked PENFED Credit Union ROI the Highest
Ranked PENFED Credit Union ROI the Lowest
PENFED Credit Union ROI Score by Gender
Female customers rated PENFED Credit Union's ROI score 0.1 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of PENFED Credit Union.
Male
2.7/5
Female
2.8/5
PENFED Credit Union ROI Score by Ethnicity
PENFED Credit Union's ROI score was rated 2.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of PENFED Credit Union.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
PENFED Credit Union ROI Score by Age
PENFED Credit Union's ROI score was rated 2.3 stars by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of PENFED Credit Union.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
66+ 2.3 | 66+ | 2.3 |
PENFED Credit Union ROI Score by Usage
PENFED Credit Union's ROI score was rated the highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
PENFED Credit Union Customer Satisfaction (CSAT)
PENFED Credit Union Customer Satisfaction (CSAT) Score
26 / 100
PENFED Credit Union has an overall Customer Satisfaction score of 26 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
13%
Satisfied
13%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
26%
Very Dissatisfied
45%
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 PENFED Credit Union Customer Satisfaction
PENFED Credit Union's Customer Satisfaction score was rated highest by Female customers, and rated lowest by customers who have used PENFED Credit Union's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked PENFED Credit Union's Customer Satisfaction.
Ranked PENFED Credit Union Customer Satisfaction the Highest
Ranked PENFED Credit Union Customer Satisfaction the Lowest
PENFED Credit Union Customer Satisfaction Score by Gender
Female customers rated PENFED Credit Union's Customer Satisfaction score 33 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of PENFED Credit Union.
17 / 100
MaleVery Satisfied | 17% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 33% | |
Very Dissatisfied | 50% |
50 / 100
FemaleVery Satisfied | 17% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 33% | |
Very Dissatisfied | 17% |
PENFED Credit Union Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
PENFED Credit Union's Customer Satisfaction (CSAT) score was rated 23% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of PENFED Credit Union.
23 / 100
Very Satisfied
15%
Satisfied
8%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
31%
Very Dissatisfied
46%
PENFED Credit Union Customer Satisfaction Score by Age
PENFED Credit Union's Customer Satisfaction score was rated 9 points by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of PENFED Credit Union.
0
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100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 66+ | 9% |
PENFED Credit Union Customer Satisfaction Score by Usage
PENFED Credit Union's Customer Satisfaction score was rated the highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
PENFED Credit Union Customer Service
2.4/5
PENFED Credit Union has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
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About PENFED Credit Union's Customer Service
Website
https://www.penfed.org
Quick Insights into PENFED Credit Union Customer Service
PENFED Credit Union's Customer Service score was rated highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and rated lowest by customers who have used PENFED Credit Union's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked PENFED Credit Union's Customer Service score.
Ranked PENFED Credit Union Customer Service the Highest
Ranked PENFED Credit Union Customer Service the Lowest
PENFED Credit Union Customer Service Score by Gender
Female customers rated PENFED Credit Union's Customer Service score 0.7 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of PENFED Credit Union.
Male
2/5
Female
2.7/5
PENFED Credit Union Customer Service Score by Ethnicity
PENFED Credit Union's Customer Service score was rated 2.1 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of PENFED Credit Union.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
PENFED Credit Union Customer Service Score by Age
PENFED Credit Union's Customer Service score was rated 1.6 stars by customers ages 66+ on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of PENFED Credit Union.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
66+ 1.6 | 66+ | 1.6 |
PENFED Credit Union Customer Service Score by Usage
PENFED Credit Union's Customer Service score was rated the highest by customers who have used PENFED Credit Union's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
PENFED Credit Union as an Employer
Consumer vs. Employees
PENFED Credit Union scored a -48 for Net Promoter Score and a -8 for Employee Net Promoter Score. NPS gauges how likely a customer of PENFED Credit Union would recommend the brand to a friend. ENPS measures how likely PENFED Credit Union employees would recommend working at PENFED Credit Union to a friend.
Net Promoter Score
-48
NPS Score
| 19% | Promoters |
|---|---|
| 14% | Passive |
| 67% | Detractors |
Employee Net Promoter Score
-8
eNPS Score
| 42% | Promoters |
|---|---|
| 8% | Passive |
| 50% | Detractors |
