-27
NPS
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Penn Foster
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About Penn Foster's Brand
Penn Foster College, Penn Foster Career School, and Penn Foster High School are part of Penn Foster, Inc., a global leader in online
Brand at a Glance
75%
Customer Loyalty
3.3/5
Product Quality
3/5
Pricing
3/5
Customer Service
Penn Foster CMO
Penn Foster NPS
Penn Foster's Net Promoter Score (NPS) is a -27 with 30% Promoters, 13% Passives, and 57% Detractors. Net Promoter Score tracks whether Penn Foster's customers would recommend using the product based on a scale of -100 to 100.
Penn Foster Overall NPS
| 30% | Promoters |
|---|---|
| 13% | Passives |
| 57% | Detractors |
Penn Foster NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2022 -70 | Oct 2022 | -70 |
Jan 2023 -57 | Jan 2023 | -57 |
Feb 2023 -46 | Feb 2023 | -46 |
Mar 2023 -42 | Mar 2023 | -42 |
May 2023 -37 | May 2023 | -37 |
Jun 2023 -30 | Jun 2023 | -30 |
Aug 2023 -24 | Aug 2023 | -24 |
Oct 2023 -26 | Oct 2023 | -26 |
Apr 2024 -24 | Apr 2024 | -24 |
May 2024 -29 | May 2024 | -29 |
Jul 2024 -32 | Jul 2024 | -32 |
Mar 2025 -26 | Mar 2025 | -26 |
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.
Penn Foster NPS by Gender
Female customers rated Penn Foster's NPS 10 points higher than Male customers.
Male
-60
Penn Foster's NPS was rated -60 by Male customers on Comparably.
20%
Promoters
0%
Passives
80%
Detractors
Female
-50
Penn Foster's NPS was rated -50 by Female customers on Comparably.
25%
Promoters
0%
Passives
75%
Detractors
Penn Foster NPS by Ethnicity
Penn Foster'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 -100 | Caucasian | -100 |
African American/Black -50 | African American/Black | -50 |
Penn Foster NPS by Age
Penn Foster's NPS was rated -34 points by customers ages 18-25 on Comparably.
Penn Foster NPS by Usage
Penn Foster's NPS was rated the highest by customers who have used Penn Foster'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 |
|---|---|---|
1 to 2 Years -50 | 1 to 2 Years | -50 |
2 to 5 Years 34 | 2 to 5 Years | 34 |
Penn Foster Customer Loyalty
75%
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.
75% of Penn Foster 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?"
Penn Foster Customer Loyalty Score by Gender
Female customers rated Penn Foster's Customer Loyalty score 36% higher than Male customers.
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Male
64%
Yes
Female
100%
Yes
Penn Foster Customer Loyalty Score by Ethnicity
Penn Foster's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Penn Foster.
70
out of 100
Caucasian
78
out of 100
African American/Black
Penn Foster Customer Loyalty Score by Age
Penn Foster's Customer Loyalty score was rated 100% by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Penn Foster.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
Penn Foster Customer Loyalty Score by Usage
Penn Foster's Customer Loyalty score was rated 100% by customers who have used Penn Foster's products/services for 1 to 2 Years, and 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.
Penn Foster Product Quality
3.3/5
Penn Foster has an overall Product Quality score of 3.3 out of 5 stars rated by its users and customers.
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Penn Foster Product Information
Penn Foster’s product quality score is a 3.3 out of 5 as rated by its users and customers.
- Website
- http://www.pennfosterinc.com
- Company Size
- 501-1,000 Employees
Industry
Tech
Education
SaaS
Quick Insights into Penn Foster Product Quality
Penn Foster's Product Quality score was rated highest by African American/Black customers, and rated lowest by Caucasian customers.
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Ranked Penn Foster Product Quality the Highest
Ranked Penn Foster Product Quality the Lowest
Penn Foster Product Quality Score by Gender
Penn Foster's Product Quality score was rated 3 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Penn Foster.
Male
3/5
Female
3/5
Penn Foster Product Quality Score by Ethnicity
Penn Foster's Product Quality 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 Product Quality by Ethnicity data of Penn Foster.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
African American/Black 3.9 | African American/Black | 3.9 |
Penn Foster Product Quality Score by Age
Penn Foster's Product Quality score was rated 2.3 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Penn Foster.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.3 | 18-25 | 2.3 |
Penn Foster Product Quality Score by Usage
Penn Foster's Product Quality score was rated the highest by customers who have used Penn Foster's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Penn Foster Pricing
Penn Foster ROI & Value For Money
3/5
Penn Foster has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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Quick Insights into Penn Foster ROI
Penn Foster's ROI score was rated highest by African American/Black customers, and rated lowest by Caucasian customers.
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Ranked Penn Foster ROI the Highest
Ranked Penn Foster ROI the Lowest
Penn Foster ROI Score by Gender
Female customers rated Penn Foster's ROI score 0.6 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Penn Foster.
Male
2.1/5
Female
2.7/5
Penn Foster ROI Score by Ethnicity
Penn Foster'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 Penn Foster.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 3.4 | African American/Black | 3.4 |
Penn Foster ROI Score by Age
Penn Foster's ROI score was rated 2 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Penn Foster.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2 | 18-25 | 2 |
Penn Foster ROI Score by Usage
Penn Foster's ROI score was rated the highest by customers who have used Penn Foster's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Penn Foster Customer Satisfaction (CSAT)
Penn Foster Customer Satisfaction (CSAT) Score
50 / 100
Penn Foster has an overall Customer Satisfaction score of 50 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
32%
Satisfied
18%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
23%
Very Dissatisfied
23%
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 Penn Foster Customer Satisfaction
Penn Foster's Customer Satisfaction score was rated highest by Male customers, and rated lowest by Female customers.
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Ranked Penn Foster Customer Satisfaction the Highest
Ranked Penn Foster Customer Satisfaction the Lowest
Penn Foster Customer Satisfaction Score by Gender
Male customers rated Penn Foster's Customer Satisfaction score 15 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Penn Foster.
40 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 40% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 40% | |
Very Dissatisfied | 20% |
25 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 25% | |
Very Dissatisfied | 50% |
Penn Foster Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Penn Foster's Customer Satisfaction (CSAT) score was rated 34% according to Caucasian users and customers.
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34 / 100
Very Satisfied
0%
Satisfied
34%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
33%
Very Dissatisfied
33%
CSAT according to African American/Black
Penn Foster's Customer Satisfaction (CSAT) score was rated 25% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Penn Foster.
25 / 100
Very Satisfied
25%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
50%
Very Dissatisfied
25%
Penn Foster Customer Satisfaction Score by Age
Penn Foster's Customer Satisfaction score was rated 33 points by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Penn Foster.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 33% |
Penn Foster Customer Satisfaction Score by Usage
Penn Foster's Customer Satisfaction score was rated 25 points by customers who have used Penn Foster's products/services for 1 to 2 Years.
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Penn Foster Customer Service
3/5
Penn Foster has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
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About Penn Foster's Customer Service
Address
Scranton, PA
Website
http://www.pennfosterinc.com
Phone Number
5709614845
Quick Insights into Penn Foster Customer Service
Penn Foster's Customer Service score was rated highest by customers who have used Penn Foster's products/services for 2 to 5 Years, and rated lowest by Female customers.
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Ranked Penn Foster Customer Service the Highest
Ranked Penn Foster Customer Service the Lowest
Penn Foster Customer Service Score by Gender
Male customers rated Penn Foster's Customer Service score 0.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Penn Foster.
Male
2.4/5
Female
1.6/5
Penn Foster Customer Service Score by Ethnicity
Penn Foster's Customer Service 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 Customer Service by Ethnicity data of Penn Foster.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.6 | Caucasian | 1.6 |
African American/Black 2.2 | African American/Black | 2.2 |
Penn Foster Customer Service Score by Age
Penn Foster's Customer Service score was rated 2 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Penn Foster.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 2 | 18-25 | 2 |
Penn Foster Customer Service Score by Usage
Penn Foster's Customer Service score was rated the highest by customers who have used Penn Foster's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Penn Foster as an Employer
2.2/5
Penn Foster has a 2.2/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Penn Foster scored a -27 for Net Promoter Score and a -52 for Employee Net Promoter Score. NPS gauges how likely a customer of Penn Foster would recommend the brand to a friend. ENPS measures how likely Penn Foster employees would recommend working at Penn Foster to a friend.
Net Promoter Score
-27
NPS Score
| 30% | Promoters |
|---|---|
| 13% | Passive |
| 57% | Detractors |
Employee Net Promoter Score
-52
eNPS Score
| 17% | Promoters |
|---|---|
| 14% | Passive |
| 69% | Detractors |
