-10
NPS
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Pollo Tropical
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About Pollo Tropical's Brand
Pollo Tropical Among its major competitors, Pollo Tropical is ranked in 4th place for NPS while Chick-fil-A is 1st, and Fiesta Restaurant Group is 2nd.Their current valuation is $331.16M
Brand at a Glance
84%
Customer Loyalty
3.1/5
Product Quality
2.9/5
Pricing
2.7/5
Customer Service
Pollo Tropical Ranking
- #3 / 4 of its competitors
Pollo Tropical NPS
Pollo Tropical's Net Promoter Score (NPS) is a -10 with 38% Promoters, 14% Passives, and 48% Detractors. Net Promoter Score tracks whether Pollo Tropical's customers would recommend using the product based on a scale of -100 to 100.
Pollo Tropical Overall NPS
| 38% | Promoters |
|---|---|
| 14% | Passives |
| 48% | Detractors |
Pollo Tropical NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2024 -26 | Jan 2024 | -26 |
Feb 2024 -28 | Feb 2024 | -28 |
Mar 2024 -28 | Mar 2024 | -28 |
May 2024 -22 | May 2024 | -22 |
Jun 2024 -20 | Jun 2024 | -20 |
Jul 2024 -22 | Jul 2024 | -22 |
Sep 2024 -21 | Sep 2024 | -21 |
Nov 2024 -19 | Nov 2024 | -19 |
Jan 2025 -13 | Jan 2025 | -13 |
Feb 2025 -12 | Feb 2025 | -12 |
Apr 2025 -8 | Apr 2025 | -8 |
Dec 2025 -9 | Dec 2025 | -9 |
How Other Brands Compare
Pollo Tropical is ranked third for NPS among its competitors. Chick-fil-A and Chipotle come in first and second, with Boston Market coming in at #4. Among those competitors, it is the lowest valued company behind Boston Market.
Pollo Tropical |  Chick-fil-A |  Chipotle |  Boston Market | |
| Global Ranking | #- | #3 | #45 | #- |
| NPS | -10 | 55 | 16 | -87 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $331.16M | - | $41.46B | $54.80B |
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.
Pollo Tropical NPS by Gender
Female customers rated Pollo Tropical's NPS 53 points higher than Male customers.
Male
-80
Pollo Tropical's NPS was rated -80 by Male customers on Comparably.
0%
Promoters
20%
Passives
80%
Detractors
Female
-27
Pollo Tropical's NPS was rated -27 by Female customers on Comparably.
32%
Promoters
9%
Passives
59%
Detractors
Pollo Tropical NPS by Ethnicity
Pollo Tropical's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -58 | Caucasian | -58 |
Hispanic or Latino -1 | Hispanic or Latino | -1 |
Other -50 | Other | -50 |
Pollo Tropical NPS by Age
Pollo Tropical's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Pollo Tropical NPS by Usage
Pollo Tropical's NPS was rated the highest by customers who have used Pollo Tropical's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -50 | Less than 1 Year | -50 |
1 to 2 Years -34 | 1 to 2 Years | -34 |
5 to 10 Years -1 | 5 to 10 Years | -1 |
Over 10 Years -50 | Over 10 Years | -50 |
Pollo Tropical NPS vs. Competitors
Compared to its competitors, Pollo Tropical's NPS is rated right above El Pollo Loco, and is preceded by Chipotle.
| COMPANY | NPS Score | |
|---|---|---|
| Chick-fil-A | 55 |
 | Fiesta Restaurant Group | 50 |
| Chipotle | 16 |
| Pollo Tropical | -10 |
 | El Pollo Loco | -19 |
| Boston Market | -87 |
Pollo Tropical Customer Reviews
Out of the 10 Pollo Tropical customer reviews 4 were positive and 6 were constructive. Pollo Tropical 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
Pollo Tropical Customer Loyalty
84%
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.
84% of Pollo Tropical users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Pollo Tropical Customer Loyalty Score by Gender
Female customers rated Pollo Tropical's Customer Loyalty score 20% higher than Male customers.
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Male
64%
Yes
Female
84%
Yes
Pollo Tropical Customer Loyalty Score by Ethnicity
Pollo Tropical's Customer Loyalty score was rated 78% by both Caucasian and Other customers on Comparably.
% who answered "Yes"
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78
out of 100
Caucasian
78
out of 100
Hispanic or Latino
78
out of 100
Other
Pollo Tropical Customer Loyalty Score by Age
Pollo Tropical's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
41-45 100% | 41-45 | 100% |
46-50 70% | 46-50 | 70% |
56-60 40% | 56-60 | 40% |
61-65 70% | 61-65 | 70% |
66+ 89% | 66+ | 89% |
Pollo Tropical Customer Loyalty Score by Usage
Pollo Tropical's Customer Loyalty score was rated the highest by customers who have used Pollo Tropical's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Pollo Tropical Customer Loyalty Score by Industry
Pollo Tropical's Customer Loyalty score was rated 40% by Arts and Entertainment industry customers.
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Pollo Tropical Customer Loyalty vs. Competitors
Compared to its competitors, Pollo Tropical's Customer Loyalty score is rated right above Chipotle, and is preceded by Boston Market.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Chick-fil-A | 87% |
| Boston Market | 85% |
| Pollo Tropical | 84% |
| Chipotle | 76% |
| Fiesta Restaurant Group | 73% |
| El Pollo Loco | 72% |
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Pollo Tropical Product Quality
3.1/5
Pollo Tropical has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Pollo Tropical Product Information
Pollo Tropical’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Arts and Entertainment industry rated Pollo Tropical's product the highest.
- Website
- http://pollotropical.com
- Company Size
- 1,001-5,000 Employees
Quick Insights into Pollo Tropical Product Quality
Pollo Tropical's Product Quality score was rated highest by Hispanic or Latino customers, and rated lowest by customers ages 66+.
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Ranked Pollo Tropical Product Quality the Highest
Ranked Pollo Tropical Product Quality the Lowest
Pollo Tropical Product Quality Score by Gender
Female customers rated Pollo Tropical's Product Quality score 1.1 stars higher than Male customers.
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Male
1.8/5
Female
2.9/5
Pollo Tropical Product Quality Score by Ethnicity
Pollo Tropical's Product Quality score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
Hispanic or Latino 4 | Hispanic or Latino | 4 |
Other 3 | Other | 3 |
Pollo Tropical Product Quality Score by Age
Pollo Tropical's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
41-45 2.3 | 41-45 | 2.3 |
46-50 3.5 | 46-50 | 3.5 |
56-60 2.6 | 56-60 | 2.6 |
61-65 2.6 | 61-65 | 2.6 |
66+ 1.5 | 66+ | 1.5 |
Pollo Tropical Product Quality Score by Usage
Pollo Tropical's Product Quality score was rated the highest by customers who have used Pollo Tropical's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Pollo Tropical Product Quality Score by Industry
Pollo Tropical's Product Quality score was rated 3.5 stars by Arts and Entertainment industry customers.
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Pollo Tropical Product Quality vs. Competitors
Compared to its competitors, Pollo Tropical's Product Quality score is rated right above El Pollo Loco, and is preceded by Fiesta Restaurant Group.
| COMPANY | Product Quality Score | |
|---|---|---|
| Chick-fil-A | 4.3/5 |
| Chipotle | 3.8/5 |
| Fiesta Restaurant Group | 3.2/5 |
| Pollo Tropical | 3.1/5 |
| El Pollo Loco | 2.7/5 |
| Boston Market | 2/5 |
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Pollo Tropical Pricing
Pollo Tropical ROI & Value For Money
2.9/5
Pollo Tropical has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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Pollo Tropical 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 Arts and Entertainment industry.
Quick Insights into Pollo Tropical ROI
Pollo Tropical's ROI score was rated highest by Hispanic or Latino customers, and rated lowest by customers ages 66+.
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Ranked Pollo Tropical ROI the Highest
Ranked Pollo Tropical ROI the Lowest
Pollo Tropical ROI Score by Gender
Male customers rated Pollo Tropical's ROI score 0.5 stars higher than Female customers.
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Male
3/5
Female
2.5/5
Pollo Tropical ROI Score by Ethnicity
Pollo Tropical's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
Other 2.1 | Other | 2.1 |
Pollo Tropical ROI Score by Age
Pollo Tropical's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.6 | 18-25 | 2.6 |
41-45 2.5 | 41-45 | 2.5 |
46-50 3 | 46-50 | 3 |
56-60 2.6 | 56-60 | 2.6 |
61-65 2 | 61-65 | 2 |
66+ 1.9 | 66+ | 1.9 |
Pollo Tropical ROI Score by Usage
Pollo Tropical's ROI score was rated the highest by customers who have used Pollo Tropical's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Pollo Tropical ROI Score by Industry
Pollo Tropical's ROI score was rated 2.6 stars by Arts and Entertainment industry customers.
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Pollo Tropical Pricing vs. Competitors
Compared to its competitors, Pollo Tropical's ROI score is rated right above Boston Market, and is preceded by El Pollo Loco.
| COMPANY | Pricing Score | |
|---|---|---|
| Chick-fil-A | 4.1/5 |
| Fiesta Restaurant Group | 3.6/5 |
| Chipotle | 3.5/5 |
| El Pollo Loco | 3/5 |
| Pollo Tropical | 2.9/5 |
| Boston Market | 2.1/5 |
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Pollo Tropical Customer Satisfaction (CSAT)
Pollo Tropical Customer Satisfaction (CSAT) Score
59 / 100
Pollo Tropical has an overall Customer Satisfaction score of 59 rated by its users and customers.
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Very Satisfied
40%
Satisfied
19%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
6%
Very Dissatisfied
29%
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 Pollo Tropical Customer Satisfaction
Pollo Tropical's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers ages 66+.
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Ranked Pollo Tropical Customer Satisfaction the Highest
Ranked Pollo Tropical Customer Satisfaction the Lowest
Pollo Tropical Customer Satisfaction Score by Gender
Female customers rated Pollo Tropical's Customer Satisfaction score 25 points higher than Male customers.
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20 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 20% | |
Dissatisfied | 0% | |
Very Dissatisfied | 60% |
45 / 100
FemaleVery Satisfied | 39% | |
|---|---|---|
Satisfied | 6% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 11% | |
Very Dissatisfied | 44% |
Pollo Tropical Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Pollo Tropical's Customer Satisfaction (CSAT) score was rated 18% according to Caucasian users and customers.
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18 / 100
Very Satisfied
9%
Satisfied
9%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
0%
Very Dissatisfied
73%
CSAT according to Hispanic or Latino
Pollo Tropical's Customer Satisfaction (CSAT) score was rated 57% according to Hispanic or Latino users and customers.
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57 / 100
Very Satisfied
43%
Satisfied
14%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
29%
Very Dissatisfied
14%
CSAT according to Other
Pollo Tropical's Customer Satisfaction (CSAT) score was rated 50% according to Other users and customers.
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50 / 100
Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
Pollo Tropical Customer Satisfaction Score by Age
Pollo Tropical's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 67% | |||||||||||||||
| 46-50 | 33% | |||||||||||||||
| 56-60 | 34% | |||||||||||||||
| 66+ | 17% |
Pollo Tropical Customer Satisfaction Score by Usage
Pollo Tropical's Customer Satisfaction score was rated the highest by customers who have used Pollo Tropical's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Pollo Tropical Customer Satisfaction vs. Competitors
Compared to its competitors, Pollo Tropical's Customer Satisfaction score is rated right above El Pollo Loco, and is preceded by Chipotle.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Chick-fil-A | 81% |
| Fiesta Restaurant Group | 67% |
| Chipotle | 62% |
| Pollo Tropical | 59% |
| El Pollo Loco | 53% |
| Boston Market | 21% |
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Pollo Tropical Customer Service
2.7/5
Pollo Tropical has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
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About Pollo Tropical's Customer Service
Website
http://pollotropical.com
Quick Insights into Pollo Tropical Customer Service
Pollo Tropical's Customer Service score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by Male customers.
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Ranked Pollo Tropical Customer Service the Highest
Ranked Pollo Tropical Customer Service the Lowest
Pollo Tropical Customer Service Score by Gender
Female customers rated Pollo Tropical's Customer Service score 0.8 stars higher than Male customers.
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Male
1.5/5
Female
2.3/5
Pollo Tropical Customer Service Score by Ethnicity
Pollo Tropical's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
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40
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80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.6 | Caucasian | 1.6 |
Hispanic or Latino 2.7 | Hispanic or Latino | 2.7 |
Other 2.6 | Other | 2.6 |
Pollo Tropical Customer Service Score by Age
Pollo Tropical's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 2.6 | 18-25 | 2.6 |
41-45 2.5 | 41-45 | 2.5 |
46-50 2 | 46-50 | 2 |
56-60 2.3 | 56-60 | 2.3 |
61-65 2 | 61-65 | 2 |
66+ 1.5 | 66+ | 1.5 |
Pollo Tropical Customer Service Score by Usage
Pollo Tropical's Customer Service score was rated the highest by customers who have used Pollo Tropical's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Pollo Tropical Customer Service Score by Industry
Pollo Tropical's Customer Service score was rated 3.6 stars by Arts and Entertainment industry customers.
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Pollo Tropical Customer Service vs. Competitors
Compared to its competitors, Pollo Tropical's Customer Service score is rated right above Boston Market, and is preceded by El Pollo Loco.
| COMPANY | Customer Service Score | |
|---|---|---|
| Chick-fil-A | 4.3/5 |
| Chipotle | 3.6/5 |
| Fiesta Restaurant Group | 3.5/5 |
| El Pollo Loco | 2.8/5 |
| Pollo Tropical | 2.7/5 |
| Boston Market | 1.7/5 |
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Pollo Tropical as an Employer
2.6/5
Pollo Tropical has a 2.6/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
Pollo Tropical scored a -10 for Net Promoter Score and a -36 for Employee Net Promoter Score. NPS gauges how likely a customer of Pollo Tropical would recommend the brand to a friend. ENPS measures how likely Pollo Tropical employees would recommend working at Pollo Tropical to a friend.
Net Promoter Score
-10
NPS Score
| 38% | Promoters |
|---|---|
| 14% | Passive |
| 48% | Detractors |
Employee Net Promoter Score
-36
eNPS Score
| 27% | Promoters |
|---|---|
| 10% | Passive |
| 63% | Detractors |
