19
NPS
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Reynolds American
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About Reynolds American's Brand
Among its major competitors, Reynolds American is ranked in 4th place for NPS while Japan Tobacco is 1st, and Imperial Brands is 2nd.
Brand at a Glance
72%
Customer Loyalty
4.1/5
Product Quality
3.8/5
Pricing
3.7/5
Customer Service
Reynolds American Ranking
- #3 / 4 of its competitors
Reynolds American NPS
Reynolds American's Net Promoter Score (NPS) is a 19 with 52% Promoters, 15% Passives, and 33% Detractors. Net Promoter Score tracks whether Reynolds American's customers would recommend using the product based on a scale of -100 to 100.
Reynolds American Overall NPS
| 52% | Promoters |
|---|---|
| 15% | Passives |
| 33% | Detractors |
Reynolds American NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2021 37 | Nov 2021 | 37 |
Dec 2021 44 | Dec 2021 | 44 |
Jan 2022 50 | Jan 2022 | 50 |
Mar 2022 41 | Mar 2022 | 41 |
Jul 2022 38 | Jul 2022 | 38 |
Sep 2022 29 | Sep 2022 | 29 |
Dec 2022 25 | Dec 2022 | 25 |
Feb 2023 28 | Feb 2023 | 28 |
Nov 2023 34 | Nov 2023 | 34 |
Dec 2023 25 | Dec 2023 | 25 |
Sep 2024 25 | Sep 2024 | 25 |
Nov 2025 19 | Nov 2025 | 19 |
How Other Brands Compare
Reynolds American is ranked third for NPS among its competitors. Japan Tobacco and Altria come in first and second, with Vector Group Ltd. coming in at #4.
Reynolds American |  Altria |  Japan Tobacco |  Vector Group Ltd. | |
| Global Ranking | #- | #616 | #- | #- |
| NPS | 19 | 26 | 100 | - |
| Valuation Updated every 24 hours for public companies | - | $94.79B | $36.10B | $2.17B |
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.
Reynolds American NPS by Gender
Reynolds American's NPS was rated 20 by Male customers on Comparably.
Male
20
Reynolds American's NPS was rated 20 by Male customers on Comparably.
60%
Promoters
0%
Passives
40%
Detractors
Female
N/A
Reynolds American's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Reynolds American NPS vs. Competitors
Compared to its competitors, Reynolds American's NPS is rated right above PAX Labs, and is preceded by Altria.
| COMPANY | NPS Score | |
|---|---|---|
| Japan Tobacco | 100 |
 | Imperial Brands | 67 |
| Altria | 26 |
| Reynolds American | 19 |
 | PAX Labs | -100 |
Reynolds American Customer Reviews
Out of the 2 Reynolds American customer reviews 2 were positive and 0 were constructive. Reynolds American customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Reynolds American 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 Reynolds American users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Reynolds American Customer Loyalty Score by Gender
Reynolds American's Customer Loyalty score was rated 82 by Male customers on Comparably.
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Male
82%
Yes
Female
N/A
Yes
Reynolds American Customer Loyalty vs. Competitors
Compared to its competitors, Reynolds American's Customer Loyalty score is rated right above PAX Labs, and is preceded by Altria.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Japan Tobacco | 100% |
| Imperial Brands | 100% |
| Altria | 73% |
| Reynolds American | 72% |
| PAX Labs | 10% |
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Reynolds American Product Quality
4.1/5
Reynolds American has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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Reynolds American Product Information
Reynolds American’s product quality score is a 4.1 out of 5 as rated by its users and customers.
Quick Insights into Reynolds American Product Quality
Reynolds American's Product Quality score was rated highest by Male customers.
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Ranked Reynolds American Product Quality the Highest
Reynolds American Product Quality Score by Gender
Reynolds American's Product Quality score was rated 4.8 by Male customers on Comparably.
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Male
4.8/5
Female
N/A
Reynolds American Product Quality vs. Competitors
Compared to its competitors, Reynolds American's Product Quality score is rated right above Imperial Brands, and is preceded by Japan Tobacco.
| COMPANY | Product Quality Score | |
|---|---|---|
| Japan Tobacco | 5/5 |
| Reynolds American | 4.1/5 |
| Imperial Brands | 4/5 |
| PAX Labs | 4/5 |
| Altria | 3.8/5 |
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Reynolds American Pricing
Reynolds American ROI & Value For Money
3.8/5
Reynolds American has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Quick Insights into Reynolds American ROI
Reynolds American's ROI score was rated highest by Male customers.
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Ranked Reynolds American ROI the Highest
Reynolds American ROI Score by Gender
Reynolds American's ROI score was rated 3.6 by Male customers on Comparably.
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Male
3.6/5
Female
N/A
Reynolds American Pricing vs. Competitors
Compared to its competitors, Reynolds American's ROI score is rated right above Altria, and is preceded by Japan Tobacco.
| COMPANY | Pricing Score | |
|---|---|---|
| Japan Tobacco | 5/5 |
| Reynolds American | 3.8/5 |
| Altria | 3.6/5 |
| Imperial Brands | 3.2/5 |
| PAX Labs | 2.5/5 |
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Reynolds American Customer Satisfaction (CSAT)
Reynolds American Customer Satisfaction (CSAT) Score
76 / 100
Reynolds American has an overall Customer Satisfaction score of 76 rated by its users and customers.
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Very Satisfied
43%
Satisfied
33%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
8%
Very Dissatisfied
8%
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.
Reynolds American Customer Satisfaction vs. Competitors
Compared to its competitors, Reynolds American's Customer Satisfaction score is rated right above Altria, and is preceded by PAX Labs.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Japan Tobacco | 100% |
| Imperial Brands | 100% |
| PAX Labs | 100% |
| Reynolds American | 76% |
| Altria | 66% |
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Reynolds American Customer Service
3.7/5
Reynolds American has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Reynolds American's Customer Service
Website
https://www.reynoldsamerican.com/
Quick Insights into Reynolds American Customer Service
Reynolds American's Customer Service score was rated highest by Male customers.
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Ranked Reynolds American Customer Service the Highest
Reynolds American Customer Service Score by Gender
Reynolds American's Customer Service score was rated 3.3 by Male customers on Comparably.
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Male
3.3/5
Female
N/A
Reynolds American Customer Service vs. Competitors
Compared to its competitors, Reynolds American's Customer Service score is rated right above Imperial Brands, and is preceded by Altria.
| COMPANY | Customer Service Score | |
|---|---|---|
| Japan Tobacco | 5/5 |
| Altria | 3.8/5 |
| Reynolds American | 3.7/5 |
| Imperial Brands | 3.5/5 |
| PAX Labs | 2.5/5 |
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Reynolds American as an Employer
2.5/5
Reynolds American has a 2.5/5 stars for its overall company culture rated by their employees
bottom
5%
Consumer vs. Employees
Reynolds American scored a 19 for Net Promoter Score and a -58 for Employee Net Promoter Score. NPS gauges how likely a customer of Reynolds American would recommend the brand to a friend. ENPS measures how likely Reynolds American employees would recommend working at Reynolds American to a friend.
Net Promoter Score
19
NPS Score
| 52% | Promoters |
|---|---|
| 15% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-58
eNPS Score
| 18% | Promoters |
|---|---|
| 6% | Passive |
| 76% | Detractors |
