-7
NPS
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Potbelly Sandwich Works
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About Potbelly Sandwich Works' Brand
Potbelly Sandwich Works is a restaurant chain that sells sandwiches through its shops while providing pick-up facilities for online orders. Among its major competitors, Potbelly Sandwich Works is ranked in 3rd place for NPS while Jimmy John's is 1st, and Noodles & Company is 2nd.
Brand at a Glance
77%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.7/5
Customer Service
Potbelly Sandwich Works Ranking
- #3 / 4 of its competitors
Potbelly Sandwich Works NPS
Potbelly Sandwich Works's Net Promoter Score (NPS) is a -7 with 42% Promoters, 9% Passives, and 49% Detractors. Net Promoter Score tracks whether Potbelly Sandwich Works's customers would recommend using the product based on a scale of -100 to 100.
Potbelly Sandwich Works Overall NPS
| 42% | Promoters |
|---|---|
| 9% | Passives |
| 49% | Detractors |
Potbelly Sandwich Works NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 -17 | Nov 2023 | -17 |
Dec 2023 -21 | Dec 2023 | -21 |
Mar 2024 -20 | Mar 2024 | -20 |
Apr 2024 -19 | Apr 2024 | -19 |
May 2024 -15 | May 2024 | -15 |
Jul 2024 -12 | Jul 2024 | -12 |
Aug 2024 -10 | Aug 2024 | -10 |
Sep 2024 -8 | Sep 2024 | -8 |
Feb 2025 -10 | Feb 2025 | -10 |
Mar 2025 -11 | Mar 2025 | -11 |
Apr 2025 -9 | Apr 2025 | -9 |
May 2025 -7 | May 2025 | -7 |
How Other Brands Compare
Potbelly Sandwich Works is ranked third for NPS among its competitors. Jimmy John's and Noodles & Company come in first and second, with Jersey Mike's Subs coming in at #4.
Potbelly Sandwich Works |  Jersey Mike's Subs |  Noodles & Company |  Jimmy John's | |
| Global Ranking | #- | #445 | #- | #- |
| NPS | -7 | -10 | 2 | 13 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | - | Neutral | - |
| Valuation Updated every 24 hours for public companies | - | - | $481.70M | - |
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.
Potbelly Sandwich Works NPS by Gender
Male customers rated Potbelly Sandwich Works's NPS 53 points higher than Female customers.
Male
19
Potbelly Sandwich Works's NPS was rated 19 by Male customers on Comparably.
55%
Promoters
9%
Passives
36%
Detractors
Female
-34
Potbelly Sandwich Works's NPS was rated -34 by Female customers on Comparably.
33%
Promoters
0%
Passives
67%
Detractors
Potbelly Sandwich Works NPS by Ethnicity
Potbelly Sandwich Works'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 -19 | Caucasian | -19 |
African American/Black 34 | African American/Black | 34 |
Other -34 | Other | -34 |
Potbelly Sandwich Works NPS by Age
Potbelly Sandwich Works's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
Potbelly Sandwich Works NPS by Usage
Potbelly Sandwich Works's NPS was rated the highest by customers who have used Potbelly Sandwich Works'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 |
|---|---|---|
2 to 5 Years -14 | 2 to 5 Years | -14 |
5 to 10 Years 57 | 5 to 10 Years | 57 |
Over 10 Years -34 | Over 10 Years | -34 |
Potbelly Sandwich Works NPS vs. Competitors
Compared to its competitors, Potbelly Sandwich Works's NPS is rated right above Jersey Mike's Subs, and is preceded by Noodles & Company.
| COMPANY | NPS Score | |
|---|---|---|
| Jimmy John's | 13 |
| Noodles & Company | 2 |
| Potbelly Sandwich Works | -7 |
| Jersey Mike's Subs | -10 |
 | Panera Bread | -12 |
 | Subway | -34 |
Potbelly Sandwich Works Customer Reviews
Out of the 8 Potbelly Sandwich Works customer reviews 6 were positive and 2 were constructive. Potbelly Sandwich Works 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
Potbelly Sandwich Works Customer Loyalty
77%
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.
77% of Potbelly Sandwich Works users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Potbelly Sandwich Works Customer Loyalty Score by Gender
Male customers rated Potbelly Sandwich Works's Customer Loyalty score 5% higher than Female customers.
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Male
75%
Yes
Female
70%
Yes
Potbelly Sandwich Works Customer Loyalty Score by Ethnicity
Potbelly Sandwich Works's Customer Loyalty score was rated the highest by Other 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 Potbelly Sandwich Works.
67
out of 100
Caucasian
70
out of 100
African American/Black
100
out of 100
Other
Potbelly Sandwich Works Customer Loyalty Score by Age
Potbelly Sandwich Works's Customer Loyalty score was rated the highest by customers ages 46-50, and the lowest by customers ages 56-60.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 82% | 18-25 | 82% |
26-30 70% | 26-30 | 70% |
46-50 100% | 46-50 | 100% |
56-60 70% | 56-60 | 70% |
Potbelly Sandwich Works Customer Loyalty Score by Usage
Potbelly Sandwich Works's Customer Loyalty score was rated the highest by customers who have used Potbelly Sandwich Works's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Potbelly Sandwich Works Customer Loyalty Score by Industry
Potbelly Sandwich Works's Customer Loyalty score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Tech industry customers.
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Potbelly Sandwich Works Customer Loyalty vs. Competitors
Compared to its competitors, Potbelly Sandwich Works's Customer Loyalty score is rated right above Jersey Mike's Subs, and is preceded by Noodles & Company.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Jimmy John's | 78% |
| Noodles & Company | 77% |
| Potbelly Sandwich Works | 77% |
| Jersey Mike's Subs | 74% |
| Subway | 74% |
| Panera Bread | 72% |
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Potbelly Sandwich Works Product Quality
3.6/5
Potbelly Sandwich Works has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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Potbelly Sandwich Works Product Information
Potbelly Sandwich Works’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Potbelly Sandwich Works's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated Potbelly Sandwich Works the lowest at 1.6.
- Website
- http://www.potbelly.com
- Company Size
- 5,001-10,000 Employees
Industry
Restaurants
Quick Insights into Potbelly Sandwich Works Product Quality
Potbelly Sandwich Works's Product Quality score was rated highest by customers ages 26-30, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Potbelly Sandwich Works Product Quality the Highest
Ranked Potbelly Sandwich Works Product Quality the Lowest
Potbelly Sandwich Works Product Quality Score by Gender
Male customers rated Potbelly Sandwich Works's Product Quality score 0.8 stars higher than Female customers.
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Male
3.9/5
Female
3.1/5
Potbelly Sandwich Works Product Quality Score by Ethnicity
Potbelly Sandwich Works's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
African American/Black 3.8 | African American/Black | 3.8 |
Other 2.3 | Other | 2.3 |
Potbelly Sandwich Works Product Quality Score by Age
Potbelly Sandwich Works's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.6 | 26-30 | 4.6 |
46-50 4.1 | 46-50 | 4.1 |
56-60 1.6 | 56-60 | 1.6 |
Potbelly Sandwich Works Product Quality Score by Usage
Potbelly Sandwich Works's Product Quality score was rated the highest by customers who have used Potbelly Sandwich Works's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Potbelly Sandwich Works Product Quality Score by Industry
Potbelly Sandwich Works's Product Quality score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Potbelly Sandwich Works Product Quality vs. Competitors
Compared to its competitors, Potbelly Sandwich Works's Product Quality score is rated right above Jimmy John's.
| COMPANY | Product Quality Score | |
|---|---|---|
| Potbelly Sandwich Works | 3.6/5 |
| Jimmy John's | 3.6/5 |
| Noodles & Company | 3.3/5 |
| Jersey Mike's Subs | 3.1/5 |
| Panera Bread | 3/5 |
| Subway | 2.6/5 |
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Potbelly Sandwich Works Pricing
Potbelly Sandwich Works ROI & Value For Money
3.4/5
Potbelly Sandwich Works has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Potbelly Sandwich Works 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 Tech industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from Potbelly Sandwich Works.
Quick Insights into Potbelly Sandwich Works ROI
Potbelly Sandwich Works's ROI score was rated highest by customers ages 46-50, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Potbelly Sandwich Works ROI the Highest
Ranked Potbelly Sandwich Works ROI the Lowest
Potbelly Sandwich Works ROI Score by Gender
Male customers rated Potbelly Sandwich Works's ROI score 0.4 stars higher than Female customers.
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Male
3.5/5
Female
3.1/5
Potbelly Sandwich Works ROI Score by Ethnicity
Potbelly Sandwich Works's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
African American/Black 4.1 | African American/Black | 4.1 |
Other 2.8 | Other | 2.8 |
Potbelly Sandwich Works ROI Score by Age
Potbelly Sandwich Works's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 3.5 | 26-30 | 3.5 |
46-50 4.5 | 46-50 | 4.5 |
56-60 1.8 | 56-60 | 1.8 |
Potbelly Sandwich Works ROI Score by Usage
Potbelly Sandwich Works's ROI score was rated the highest by customers who have used Potbelly Sandwich Works's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Potbelly Sandwich Works ROI Score by Industry
Potbelly Sandwich Works's ROI score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Potbelly Sandwich Works Pricing vs. Competitors
Compared to its competitors, Potbelly Sandwich Works's ROI score is rated right above Jimmy John's.
| COMPANY | Pricing Score | |
|---|---|---|
| Potbelly Sandwich Works | 3.4/5 |
| Jimmy John's | 3.3/5 |
| Noodles & Company | 2.9/5 |
| Jersey Mike's Subs | 2.9/5 |
| Panera Bread | 2.8/5 |
| Subway | 2.4/5 |
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Potbelly Sandwich Works Customer Satisfaction (CSAT)
Potbelly Sandwich Works Customer Satisfaction (CSAT) Score
68 / 100
Potbelly Sandwich Works has an overall Customer Satisfaction score of 68 rated by its users and customers.
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Very Satisfied
53%
Satisfied
15%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
6%
Very Dissatisfied
15%
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 Potbelly Sandwich Works Customer Satisfaction
Potbelly Sandwich Works's Customer Satisfaction score was rated highest by customers who have used Potbelly Sandwich Works's products/services for 5 to 10 Years, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Potbelly Sandwich Works Customer Satisfaction the Highest
Ranked Potbelly Sandwich Works Customer Satisfaction the Lowest
Potbelly Sandwich Works Customer Satisfaction Score by Gender
Male customers rated Potbelly Sandwich Works's Customer Satisfaction score 21 points higher than Female customers.
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70 / 100
MaleVery Satisfied | 70% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 10% | |
Very Dissatisfied | 10% |
49 / 100
FemaleVery Satisfied | 38% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 13% | |
Very Dissatisfied | 38% |
Potbelly Sandwich Works Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Potbelly Sandwich Works' Customer Satisfaction (CSAT) score was rated 60% according to Caucasian users and customers.
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60 / 100
Very Satisfied
50%
Satisfied
10%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
10%
Very Dissatisfied
30%
CSAT according to African American/Black
Potbelly Sandwich Works' Customer Satisfaction (CSAT) score was rated 67% according to African American/Black users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Potbelly Sandwich Works' Customer Satisfaction (CSAT) score was rated 34% according to Other users and customers.
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34 / 100
Very Satisfied
34%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
33%
Very Dissatisfied
33%
Potbelly Sandwich Works Customer Satisfaction Score by Age
Potbelly Sandwich Works's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 80% | |||||||||||||||
| 46-50 | 67% | |||||||||||||||
| 56-60 | 0% |
Potbelly Sandwich Works Customer Satisfaction Score by Usage
Potbelly Sandwich Works's Customer Satisfaction score was rated the highest by customers who have used Potbelly Sandwich Works's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Potbelly Sandwich Works Customer Satisfaction Score by Industry
Potbelly Sandwich Works's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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}Potbelly Sandwich Works Customer Satisfaction vs. Competitors
Compared to its competitors, Potbelly Sandwich Works's Customer Satisfaction score is rated right above Jimmy John's.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Potbelly Sandwich Works | 68% |
| Jimmy John's | 67% |
| Noodles & Company | 60% |
| Panera Bread | 55% |
| Jersey Mike's Subs | 48% |
| Subway | 39% |
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Potbelly Sandwich Works Customer Service
3.7/5
Potbelly Sandwich Works has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Potbelly Sandwich Works's Customer Service
Address
111 N. Canal St. Ste 850, Chicago, IL 60606
Website
http://www.potbelly.com
Phone Number
3123345815
Quick Insights into Potbelly Sandwich Works Customer Service
Potbelly Sandwich Works's Customer Service score was rated highest by customers ages 26-30, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Potbelly Sandwich Works Customer Service the Highest
Ranked Potbelly Sandwich Works Customer Service the Lowest
Potbelly Sandwich Works Customer Service Score by Gender
Male customers rated Potbelly Sandwich Works's Customer Service score 1 stars higher than Female customers.
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Male
3.8/5
Female
2.8/5
Potbelly Sandwich Works Customer Service Score by Ethnicity
Potbelly Sandwich Works's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
African American/Black 4.1 | African American/Black | 4.1 |
Other 2.1 | Other | 2.1 |
Potbelly Sandwich Works Customer Service Score by Age
Potbelly Sandwich Works's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.6 | 26-30 | 4.6 |
46-50 3.3 | 46-50 | 3.3 |
56-60 1.5 | 56-60 | 1.5 |
Potbelly Sandwich Works Customer Service Score by Usage
Potbelly Sandwich Works's Customer Service score was rated the highest by customers who have used Potbelly Sandwich Works's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Potbelly Sandwich Works Customer Service Score by Industry
Potbelly Sandwich Works's Customer Service score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Potbelly Sandwich Works Customer Service vs. Competitors
Compared to its competitors, Potbelly Sandwich Works's Customer Service score is rated right above Jimmy John's.
| COMPANY | Customer Service Score | |
|---|---|---|
| Potbelly Sandwich Works | 3.7/5 |
| Jimmy John's | 3.4/5 |
| Noodles & Company | 3/5 |
| Panera Bread | 2.9/5 |
| Jersey Mike's Subs | 2.8/5 |
| Subway | 2.4/5 |
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Potbelly Sandwich Works as an Employer
2.4/5
Potbelly Sandwich Works has a 2.4/5 stars for its overall company culture rated by their employees
bottom
10%
CEO of Potbelly Sandwich Works
In the Bottom 10% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Potbelly Sandwich Works scored a -7 for Net Promoter Score and a -50 for Employee Net Promoter Score. NPS gauges how likely a customer of Potbelly Sandwich Works would recommend the brand to a friend. ENPS measures how likely Potbelly Sandwich Works employees would recommend working at Potbelly Sandwich Works to a friend.
Net Promoter Score
-7
NPS Score
| 42% | Promoters |
|---|---|
| 9% | Passive |
| 49% | Detractors |
Employee Net Promoter Score
-50
eNPS Score
| 20% | Promoters |
|---|---|
| 10% | Passive |
| 70% | Detractors |
