26
NPS
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Rent the Runway
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About Rent the Runway's Brand
Rent the Runway is transforming the way modern women get dressed and disrupting the $2.4 trillion fashion industry by pioneering dynamic ownership and enabling women to rent, subscribe to and purchase secondhand clothing. Founded in 2009 with a vision to build the world’s first living closet, RTR believes that women everywhere will soon have a subscription to fashion. By creating a new model of dynamic ownership rooted in sustainability, RTR has made apparel rental an indispensable utility while also powering women to feel their best every day. RTR offers apparel, accessories and home decor from over 700 designer partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, Rent the Runway has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times. Among its major competitors, Rent the Runway is ranked in 1st place for NPS while Nordstrom is 2nd, and Stitch Fix is 3rd.Their current valuation is $1.00B
Brand at a Glance
72%
Customer Loyalty
3.7/5
Product Quality
3.7/5
Pricing
3.8/5
Customer Service
Rent the Runway Ranking
- #1 / 4 of its competitors
Rent the Runway NPS
Rent the Runway's Net Promoter Score (NPS) is a 26 with 51% Promoters, 24% Passives, and 25% Detractors. Net Promoter Score tracks whether Rent the Runway's customers would recommend using the product based on a scale of -100 to 100.
Rent the Runway Overall NPS
| 51% | Promoters |
|---|---|
| 24% | Passives |
| 25% | Detractors |
Rent the Runway NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2023 24 | May 2023 | 24 |
Aug 2023 23 | Aug 2023 | 23 |
Sep 2023 24 | Sep 2023 | 24 |
Nov 2023 24 | Nov 2023 | 24 |
Dec 2023 25 | Dec 2023 | 25 |
Jan 2024 24 | Jan 2024 | 24 |
Feb 2024 26 | Feb 2024 | 26 |
Mar 2024 25 | Mar 2024 | 25 |
Apr 2024 26 | Apr 2024 | 26 |
Nov 2024 25 | Nov 2024 | 25 |
Dec 2024 26 | Dec 2024 | 26 |
Feb 2025 26 | Feb 2025 | 26 |
How Other Brands Compare
Rent the Runway is ranked first for NPS among its competitors. Nordstrom and Stitch Fix come in second and third, with Letgo coming in at #4. Among those competitors, it is the lowest valued company behind Nordstrom.
Rent the Runway |  Nordstrom |  Stitch Fix |  Letgo | |
| Global Ranking | #- | #97 | #645 | #- |
| NPS | 26 | 20 | 16 | 0 |
| Valuation Updated every 24 hours for public companies | $1.00B | $5.84B | $3.36B | $3.00B |
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.
Rent the Runway NPS by Gender
Male customers rated Rent the Runway's NPS 43 points higher than Female customers.
Male
75
Rent the Runway's NPS was rated 75 by Male customers on Comparably.
75%
Promoters
25%
Passives
0%
Detractors
Female
32
Rent the Runway's NPS was rated 32 by Female customers on Comparably.
56%
Promoters
20%
Passives
24%
Detractors
Rent the Runway NPS by Ethnicity
Rent the Runway's NPS was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 25 | Caucasian | 25 |
Hispanic or Latino -34 | Hispanic or Latino | -34 |
African American/Black 100 | African American/Black | 100 |
Asian or Pacific Islander 33 | Asian or Pacific Islander | 33 |
Rent the Runway NPS by Age
Rent the Runway's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Rent the Runway NPS by Usage
Rent the Runway's NPS was rated the highest by customers who have used Rent the Runway'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 |
|---|---|---|
Less than 1 Year 33 | Less than 1 Year | 33 |
1 to 2 Years -10 | 1 to 2 Years | -10 |
2 to 5 Years 61 | 2 to 5 Years | 61 |
Rent the Runway NPS vs. Competitors
Compared to its competitors, Rent the Runway's NPS is rated right above Nordstrom.
| COMPANY | NPS Score | |
|---|---|---|
| Rent the Runway | 26 |
| Nordstrom | 20 |
| Stitch Fix | 16 |
 | ThredUP | 4 |
| Letgo | 0 |
 | Le Tote | N/A |
Rent the Runway Customer Reviews
Out of the 7 Rent the Runway customer reviews 5 were positive and 2 were constructive. Rent the Runway 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
Rent the Runway Customer Loyalty
72%
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.
72% of Rent the Runway users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Rent the Runway Customer Loyalty Score by Gender
Male customers rated Rent the Runway's Customer Loyalty score 22% higher than Female customers.
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Male
100%
Yes
Female
78%
Yes
Rent the Runway Customer Loyalty Score by Ethnicity
Rent the Runway's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Rent the Runway.
85
out of 100
Caucasian
70
out of 100
Hispanic or Latino
100
out of 100
African American/Black
55
out of 100
Asian or Pacific Islander
Rent the Runway Customer Loyalty Score by Age
Rent the Runway's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 90% | 18-25 | 90% |
26-30 70% | 26-30 | 70% |
31-35 66% | 31-35 | 66% |
Rent the Runway Customer Loyalty Score by Usage
Rent the Runway's Customer Loyalty score was rated the highest by customers who have used Rent the Runway's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Rent the Runway Customer Loyalty Score by Industry
Rent the Runway's Customer Loyalty score was rated 70% by Tech industry customers.
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Rent the Runway Customer Loyalty vs. Competitors
Compared to its competitors, Rent the Runway's Customer Loyalty score is rated right above Stitch Fix, and is preceded by ThredUP.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Nordstrom | 79% |
| ThredUP | 76% |
| Rent the Runway | 72% |
| Stitch Fix | 63% |
| Letgo | 55% |
| Le Tote | N/A |
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Rent the Runway Product Quality
3.7/5
Rent the Runway has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Rent the Runway Product Information
Rent the Runway’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Rent the Runway's product the highest.
- Website
- http://www.renttherunway.com
- Company Size
- 501-1,000 Employees
Industry
Retail
Quick Insights into Rent the Runway Product Quality
Rent the Runway's Product Quality score was rated highest by African American/Black customers, and rated lowest by Hispanic or Latino customers.
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Ranked Rent the Runway Product Quality the Highest
Ranked Rent the Runway Product Quality the Lowest
Rent the Runway Product Quality Score by Gender
Male customers rated Rent the Runway's Product Quality score 1.1 stars higher than Female customers.
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Male
5/5
Female
3.9/5
Rent the Runway Product Quality Score by Ethnicity
Rent the Runway's Product Quality score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Rent the Runway.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Hispanic or Latino 3.1 | Hispanic or Latino | 3.1 |
African American/Black 5 | African American/Black | 5 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Rent the Runway Product Quality Score by Age
Rent the Runway's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.5 | 18-25 | 4.5 |
26-30 3.8 | 26-30 | 3.8 |
31-35 3.6 | 31-35 | 3.6 |
Rent the Runway Product Quality Score by Usage
Rent the Runway's Product Quality score was rated the highest by customers who have used Rent the Runway's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Rent the Runway Product Quality Score by Industry
Rent the Runway's Product Quality score was rated 4 stars by Tech industry customers.
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Rent the Runway Product Quality vs. Competitors
Compared to its competitors, Rent the Runway's Product Quality score is rated right above ThredUP, and is preceded by Nordstrom.
| COMPANY | Product Quality Score | |
|---|---|---|
| Letgo | 4.5/5 |
| Stitch Fix | 3.9/5 |
| Nordstrom | 3.8/5 |
| Rent the Runway | 3.7/5 |
| ThredUP | 3.6/5 |
| Le Tote | N/A |
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Rent the Runway Pricing
Rent the Runway ROI & Value For Money
3.7/5
Rent the Runway has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Rent the Runway 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.
Quick Insights into Rent the Runway ROI
Rent the Runway's ROI score was rated highest by African American/Black customers, and rated lowest by Hispanic or Latino customers.
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Ranked Rent the Runway ROI the Highest
Ranked Rent the Runway ROI the Lowest
Rent the Runway ROI Score by Gender
Male customers rated Rent the Runway's ROI score 0.9 stars higher than Female customers.
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Male
4.7/5
Female
3.8/5
Rent the Runway ROI Score by Ethnicity
Rent the Runway's ROI score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 5 | African American/Black | 5 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Rent the Runway ROI Score by Age
Rent the Runway's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Rent the Runway.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 3.9 | 26-30 | 3.9 |
31-35 3 | 31-35 | 3 |
Rent the Runway ROI Score by Usage
Rent the Runway's ROI score was rated the highest by customers who have used Rent the Runway's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Rent the Runway ROI Score by Industry
Rent the Runway's ROI score was rated 3.6 stars by Tech industry customers.
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Rent the Runway Pricing vs. Competitors
Compared to its competitors, Rent the Runway's ROI score is rated right above Nordstrom, and is preceded by Letgo.
| COMPANY | Pricing Score | |
|---|---|---|
| Letgo | 3.7/5 |
| Rent the Runway | 3.7/5 |
| Nordstrom | 3.6/5 |
| Stitch Fix | 3.6/5 |
| ThredUP | 3.3/5 |
| Le Tote | N/A |
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Rent the Runway Customer Satisfaction (CSAT)
Rent the Runway Customer Satisfaction (CSAT) Score
76 / 100
Rent the Runway has an overall Customer Satisfaction score of 76 rated by its users and customers.
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Very Satisfied
46%
Satisfied
30%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
4%
Very Dissatisfied
5%
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 Rent the Runway Customer Satisfaction
Rent the Runway's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers ages 31-35.
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Ranked Rent the Runway Customer Satisfaction the Highest
Ranked Rent the Runway Customer Satisfaction the Lowest
Rent the Runway Customer Satisfaction Score by Gender
Male customers rated Rent the Runway's Customer Satisfaction score 26 points higher than Female customers.
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100 / 100
MaleVery Satisfied | 100% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
74 / 100
FemaleVery Satisfied | 37% | |
|---|---|---|
Satisfied | 37% | |
Neither Satisfied nor Dissatisfied | 16% | |
Dissatisfied | 0% | |
Very Dissatisfied | 10% |
Rent the Runway Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Rent the Runway's Customer Satisfaction (CSAT) score was rated 80% according to Caucasian users and customers.
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80 / 100
Very Satisfied
40%
Satisfied
40%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
0%
Very Dissatisfied
10%
CSAT according to Hispanic or Latino
Rent the Runway's Customer Satisfaction (CSAT) score was rated 67% according to Hispanic or Latino users and customers.
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67 / 100
Very Satisfied
34%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to African American/Black
Rent the Runway's Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.
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100 / 100
Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Rent the Runway's Customer Satisfaction (CSAT) score was rated 67% according to Asian or Pacific Islander users and customers.
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67 / 100
Very Satisfied
50%
Satisfied
17%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
0%
Rent the Runway Customer Satisfaction Score by Age
Rent the Runway's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% | |||||||||||||||
| 26-30 | 80% | |||||||||||||||
| 31-35 | 50% |
Rent the Runway Customer Satisfaction Score by Usage
Rent the Runway's Customer Satisfaction score was rated the highest by customers who have used Rent the Runway's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Rent the Runway Customer Satisfaction Score by Industry
Rent the Runway's Customer Satisfaction score was rated 50 points by Tech industry customers.
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"bars": [
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"label": "Tech",
"groupId": 104,
"score": 50,
"stars": 0,
"csatScore": 50,
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}Rent the Runway Customer Satisfaction vs. Competitors
Compared to its competitors, Rent the Runway's Customer Satisfaction score is rated right above Stitch Fix.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Rent the Runway | 76% |
| Stitch Fix | 70% |
| Nordstrom | 68% |
| ThredUP | 66% |
| Letgo | 0% |
| Le Tote | 0% |
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Rent the Runway Customer Service
3.8/5
Rent the Runway has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Rent the Runway's Customer Service
Address
10 Jay St, New York City, NY 11201
Website
http://www.renttherunway.com
Rent the Runway's Social Links
Quick Insights into Rent the Runway Customer Service
Rent the Runway's Customer Service score was rated highest by African American/Black customers, and rated lowest by customers who have used Rent the Runway's products/services for 1 to 2 Years.
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Ranked Rent the Runway Customer Service the Highest
Ranked Rent the Runway Customer Service the Lowest
Rent the Runway Customer Service Score by Gender
Male customers rated Rent the Runway's Customer Service score 0.2 stars higher than Female customers.
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Male
4/5
Female
3.8/5
Rent the Runway Customer Service Score by Ethnicity
Rent the Runway's Customer Service score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
Hispanic or Latino 2.8 | Hispanic or Latino | 2.8 |
African American/Black 5 | African American/Black | 5 |
Asian or Pacific Islander 4.4 | Asian or Pacific Islander | 4.4 |
Rent the Runway Customer Service Score by Age
Rent the Runway's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 3.9 | 26-30 | 3.9 |
31-35 3.3 | 31-35 | 3.3 |
Rent the Runway Customer Service Score by Usage
Rent the Runway's Customer Service score was rated the highest by customers who have used Rent the Runway's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Rent the Runway Customer Service Score by Industry
Rent the Runway's Customer Service score was rated 3.4 stars by Tech industry customers.
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Rent the Runway Customer Service vs. Competitors
Compared to its competitors, Rent the Runway's Customer Service score is rated right above Nordstrom, and is preceded by Stitch Fix.
| COMPANY | Customer Service Score | |
|---|---|---|
| Letgo | 4/5 |
| Stitch Fix | 3.9/5 |
| Rent the Runway | 3.8/5 |
| Nordstrom | 3.7/5 |
| ThredUP | 3.2/5 |
| Le Tote | N/A |
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Rent the Runway as an Employer
2.4/5
Rent the Runway has a 2.4/5 stars for its overall company culture rated by their employees
bottom
10%
Consumer vs. Employees
Rent the Runway scored a 26 for Net Promoter Score and a -30 for Employee Net Promoter Score. NPS gauges how likely a customer of Rent the Runway would recommend the brand to a friend. ENPS measures how likely Rent the Runway employees would recommend working at Rent the Runway to a friend.
Net Promoter Score
26
NPS Score
| 51% | Promoters |
|---|---|
| 24% | Passive |
| 25% | Detractors |
Employee Net Promoter Score
-30
eNPS Score
| 31% | Promoters |
|---|---|
| 8% | Passive |
| 61% | Detractors |
