11
NPS
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Penn Medicine
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About Penn Medicine's Brand
Penn Medicine is the medical school of the University of Pennsylvania, providing medical research and education services.
Brand at a Glance
78%
Customer Loyalty
3.4/5
Product Quality
3.3/5
Pricing
3.4/5
Customer Service
Penn Medicine CMO
Suzanne Sawyer
Suzanne Sawyer serves as the Vice President, Chief Marketing Officer of Penn Medicine (University of Pennsylvania Health System). Suzanne started at Penn Medicine (University of Pennsylvania Health System) in October of 2016. Suzanne currently resides in the Greater Philadelphia Area.
Penn Medicine NPS
Penn Medicine's Net Promoter Score (NPS) is a 11 with 47% Promoters, 17% Passives, and 36% Detractors. Net Promoter Score tracks whether Penn Medicine's customers would recommend using the product based on a scale of -100 to 100.
Penn Medicine Overall NPS
| 47% | Promoters |
|---|---|
| 17% | Passives |
| 36% | Detractors |
Penn Medicine NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2024 9 | Oct 2024 | 9 |
Nov 2024 8 | Nov 2024 | 8 |
Dec 2024 11 | Dec 2024 | 11 |
Jan 2025 11 | Jan 2025 | 11 |
Feb 2025 10 | Feb 2025 | 10 |
Mar 2025 8 | Mar 2025 | 8 |
Apr 2025 10 | Apr 2025 | 10 |
Aug 2025 10 | Aug 2025 | 10 |
Sep 2025 12 | Sep 2025 | 12 |
Oct 2025 11 | Oct 2025 | 11 |
Nov 2025 11 | Nov 2025 | 11 |
Jan 2026 11 | Jan 2026 | 11 |
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 Medicine NPS by Gender
Female customers rated Penn Medicine's NPS 41 points higher than Male customers.
Male
-14
Penn Medicine's NPS was rated -14 by Male customers on Comparably.
36%
Promoters
14%
Passives
50%
Detractors
Female
27
Penn Medicine's NPS was rated 27 by Female customers on Comparably.
48%
Promoters
31%
Passives
21%
Detractors
Penn Medicine NPS by Ethnicity
Penn Medicine'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 15 | Caucasian | 15 |
African American/Black 40 | African American/Black | 40 |
Other -39 | Other | -39 |
Penn Medicine NPS by Age
Penn Medicine's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 61-65.
Penn Medicine NPS by Usage
Penn Medicine's NPS was rated the highest by customers who have used Penn Medicine'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 -50 | Less than 1 Year | -50 |
1 to 2 Years 11 | 1 to 2 Years | 11 |
2 to 5 Years 28 | 2 to 5 Years | 28 |
5 to 10 Years 37 | 5 to 10 Years | 37 |
Over 10 Years 0 | Over 10 Years | 0 |
Penn Medicine Customer Reviews
Out of the 15 Penn Medicine customer reviews 12 were positive and 3 were constructive. Penn Medicine customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Penn Medicine Customer Loyalty
78%
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.
78% of Penn Medicine 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 Medicine Customer Loyalty Score by Gender
Female customers rated Penn Medicine's Customer Loyalty score 13% higher than Male customers.
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Male
75%
Yes
Female
88%
Yes
Penn Medicine Customer Loyalty Score by Ethnicity
Penn Medicine's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Penn Medicine.
84
out of 100
Caucasian
82
out of 100
African American/Black
66
out of 100
Other
Penn Medicine Customer Loyalty Score by Age
Penn Medicine's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Penn Medicine.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 82% | 26-30 | 82% |
31-35 100% | 31-35 | 100% |
36-40 100% | 36-40 | 100% |
41-45 100% | 41-45 | 100% |
56-60 70% | 56-60 | 70% |
61-65 78% | 61-65 | 78% |
66+ 71% | 66+ | 71% |
Penn Medicine Customer Loyalty Score by Usage
Penn Medicine's Customer Loyalty score was rated the highest by customers who have used Penn Medicine's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Penn Medicine Customer Loyalty Score by Industry
Penn Medicine's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Education 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.
Penn Medicine Product Quality
3.4/5
Penn Medicine has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Penn Medicine Product Information
Penn Medicine’s product quality score is a 3.4 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated Penn Medicine's product the highest. Reviewers from the Education industry rated Penn Medicine the lowest at 2.6.
- Website
- http://pennmedicine.org
- Company Size
- 10,000+ Employees
Industry
Tech
Education
Healthcare
Quick Insights into Penn Medicine Product Quality
Penn Medicine's Product Quality score was rated highest by customers ages 36-40, and rated lowest by customers who have used Penn Medicine's products/services for Less than 1 Year.
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Ranked Penn Medicine Product Quality the Highest
Ranked Penn Medicine Product Quality the Lowest
Penn Medicine Product Quality Score by Gender
Female customers rated Penn Medicine's Product Quality score 0.7 stars higher than Male customers.
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Male
3.1/5
Female
3.8/5
Penn Medicine Product Quality Score by Ethnicity
Penn Medicine's Product Quality 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 Product Quality by Ethnicity data of Penn Medicine.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.6 | Caucasian | 3.6 |
African American/Black 3.6 | African American/Black | 3.6 |
Other 3 | Other | 3 |
Penn Medicine Product Quality Score by Age
Penn Medicine's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Penn Medicine.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.6 | 26-30 | 3.6 |
31-35 3.6 | 31-35 | 3.6 |
36-40 4.7 | 36-40 | 4.7 |
41-45 4.1 | 41-45 | 4.1 |
56-60 2.7 | 56-60 | 2.7 |
61-65 3.5 | 61-65 | 3.5 |
66+ 3.2 | 66+ | 3.2 |
Penn Medicine Product Quality Score by Usage
Penn Medicine's Product Quality score was rated the highest by customers who have used Penn Medicine's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Penn Medicine Product Quality Score by Industry
Penn Medicine's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Education industry customers.
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Penn Medicine Pricing
Penn Medicine ROI & Value For Money
3.3/5
Penn Medicine has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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Penn 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 Accounting industry. The users from the Education industry think that they had the lowest ROI from Penn Medicine.
Quick Insights into Penn Medicine ROI
Penn Medicine's ROI score was rated highest by customers ages 36-40, and rated lowest by customers who have used Penn Medicine's products/services for Less than 1 Year.
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Ranked Penn Medicine ROI the Highest
Ranked Penn Medicine ROI the Lowest
Penn Medicine ROI Score by Gender
Female customers rated Penn Medicine's ROI score 0.6 stars higher than Male customers.
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Male
3/5
Female
3.6/5
Penn Medicine ROI Score by Ethnicity
Penn Medicine'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 Penn Medicine.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
African American/Black 3.9 | African American/Black | 3.9 |
Other 2.3 | Other | 2.3 |
Penn Medicine ROI Score by Age
Penn Medicine's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Penn Medicine.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 4.1 | 26-30 | 4.1 |
31-35 3.1 | 31-35 | 3.1 |
36-40 4.2 | 36-40 | 4.2 |
41-45 3.9 | 41-45 | 3.9 |
56-60 2.6 | 56-60 | 2.6 |
61-65 3 | 61-65 | 3 |
66+ 3 | 66+ | 3 |
Penn Medicine ROI Score by Usage
Penn Medicine's ROI score was rated the highest by customers who have used Penn Medicine's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Penn Medicine ROI Score by Industry
Penn Medicine's ROI score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Penn Medicine Customer Satisfaction (CSAT)
Penn Medicine Customer Satisfaction (CSAT) Score
66 / 100
Penn Medicine has an overall Customer Satisfaction score of 66 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
36%
Satisfied
30%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
13%
Very Dissatisfied
17%
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 Medicine Customer Satisfaction
Penn Medicine's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by Other customers.
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Ranked Penn Medicine Customer Satisfaction the Highest
Ranked Penn Medicine Customer Satisfaction the Lowest
Penn Medicine Customer Satisfaction Score by Gender
Female customers rated Penn Medicine's Customer Satisfaction score 22 points higher than Male customers.
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52 / 100
MaleVery Satisfied | 19% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 19% | |
Very Dissatisfied | 29% |
74 / 100
FemaleVery Satisfied | 41% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 11% | |
Very Dissatisfied | 11% |
Penn Medicine Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Penn Medicine's Customer Satisfaction (CSAT) score was rated 67% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Penn Medicine.
67 / 100
Very Satisfied
37%
Satisfied
30%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
15%
Very Dissatisfied
18%
CSAT according to African American/Black
Penn Medicine's Customer Satisfaction (CSAT) score was rated 80% according to African American/Black users and customers.
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80 / 100
Very Satisfied
40%
Satisfied
40%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
20%
CSAT according to Other
Penn Medicine's Customer Satisfaction (CSAT) score was rated 24% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Penn Medicine.
24 / 100
Very Satisfied
13%
Satisfied
11%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
25%
Very Dissatisfied
38%
Penn Medicine Customer Satisfaction Score by Age
Penn Medicine's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Penn Medicine.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 80% | |||||||||||||||
| 31-35 | 100% | |||||||||||||||
| 36-40 | 100% | |||||||||||||||
| 41-45 | 75% | |||||||||||||||
| 56-60 | 50% | |||||||||||||||
| 61-65 | 25% | |||||||||||||||
| 66+ | 48% |
Penn Medicine Customer Satisfaction Score by Usage
Penn Medicine's Customer Satisfaction score was rated the highest by customers who have used Penn Medicine's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Penn Medicine Customer Satisfaction Score by Industry
Penn Medicine's Customer Satisfaction score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Education industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Penn Medicine Customer Satisfaction Score by Industry",
"text": "Penn Medicine's Customer Satisfaction score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Education industry customers.",
"bars": [
{
"label": "Accounting",
"groupId": 495,
"score": 66,
"stars": 0,
"csatScore": 66,
"text": "Penn Medicine's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 66
},
{
"label": "Education",
"groupId": 515,
"score": 34,
"stars": 0,
"csatScore": 34,
"text": "Penn Medicine's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 34
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 77,
"stars": 0,
"csatScore": 77,
"text": "Penn Medicine's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 77
},
{
"label": "Legal",
"groupId": 529,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "Penn Medicine's Customer Satisfaction score is rated by Legal customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 50
}
]
}Penn Medicine Customer Service
3.4/5
Penn Medicine has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
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About Penn Medicine's Customer Service
Address
Philadelphia, PA
Website
http://pennmedicine.org
Phone Number
(800) 789-7366
Quick Insights into Penn Medicine Customer Service
Penn Medicine's Customer Service score was rated highest by customers ages 36-40, and rated lowest by customers from the Education industry.
Sign Up to unlock insights into how customers have ranked Penn Medicine's Customer Service score.
Ranked Penn Medicine Customer Service the Highest
Ranked Penn Medicine Customer Service the Lowest
Penn Medicine Customer Service Score by Gender
Female customers rated Penn Medicine'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 Penn Medicine.
Male
2.9/5
Female
3.6/5
Penn Medicine Customer Service Score by Ethnicity
Penn Medicine's Customer Service 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 Customer Service by Ethnicity data of Penn Medicine.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
African American/Black 4.3 | African American/Black | 4.3 |
Other 1.7 | Other | 1.7 |
Penn Medicine Customer Service Score by Age
Penn Medicine's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Penn Medicine.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 4.2 | 26-30 | 4.2 |
31-35 3.9 | 31-35 | 3.9 |
36-40 4.5 | 36-40 | 4.5 |
41-45 3.5 | 41-45 | 3.5 |
56-60 1.9 | 56-60 | 1.9 |
61-65 2.2 | 61-65 | 2.2 |
66+ 2.9 | 66+ | 2.9 |
Penn Medicine Customer Service Score by Usage
Penn Medicine's Customer Service score was rated the highest by customers who have used Penn Medicine's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Penn Medicine Customer Service Score by Industry
Penn Medicine's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Penn Medicine as an Employer
4.2/5
Penn Medicine has a 4.2/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Penn Medicine scored a 11 for Net Promoter Score and a 13 for Employee Net Promoter Score. NPS gauges how likely a customer of Penn Medicine would recommend the brand to a friend. ENPS measures how likely Penn Medicine employees would recommend working at Penn Medicine to a friend.
Net Promoter Score
11
NPS Score
| 47% | Promoters |
|---|---|
| 17% | Passive |
| 36% | Detractors |
Employee Net Promoter Score
13
eNPS Score
| 42% | Promoters |
|---|---|
| 29% | Passive |
| 29% | Detractors |
