-60
NPS
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Rocket Companies
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About Rocket Companies' Brand
Brand at a Glance
39%
Customer Loyalty
2.5/5
Product Quality
2.5/5
Pricing
2.6/5
Customer Service
Rocket Companies CMO
Casey Hurbis
Casey Hurbis serves as the Chief Marketing Officer of Quicken Loans. Casey started at Quicken Loans in Apr of 2017. Casey currently resides in the Greater Detroit Area.
Rocket Companies NPS
Rocket Companies's Net Promoter Score (NPS) is a -60 with 10% Promoters, 20% Passives, and 70% Detractors. Net Promoter Score tracks whether Rocket Companies's customers would recommend using the product based on a scale of -100 to 100.
Rocket Companies Overall NPS
| 10% | Promoters |
|---|---|
| 20% | Passives |
| 70% | Detractors |
Rocket Companies NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2020 -100 | Apr 2020 | -100 |
Aug 2020 -100 | Aug 2020 | -100 |
Jun 2021 -66 | Jun 2021 | -66 |
Jan 2022 -25 | Jan 2022 | -25 |
Sep 2023 -51 | Sep 2023 | -51 |
Apr 2024 -57 | Apr 2024 | -57 |
May 2024 -50 | May 2024 | -50 |
Aug 2024 -55 | Aug 2024 | -55 |
Jan 2025 -60 | Jan 2025 | -60 |
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.
Rocket Companies NPS by Gender
Rocket Companies's NPS was rated -20 by Female customers on Comparably.
Female
-20
Rocket Companies's NPS was rated -20 by Female customers on Comparably.
20%
Promoters
40%
Passives
40%
Detractors
Male
N/A
Rocket Companies's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Rocket Companies NPS by Ethnicity
Rocket Companies's NPS was rated -25 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -25 | Caucasian | -25 |
Rocket Companies Customer Reviews
Out of the 9 Rocket Companies customer reviews 7 were positive and 2 were constructive. Rocket Companies 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
Rocket Companies Customer Loyalty
39%
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.
39% of Rocket Companies 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?"
Rocket Companies Customer Loyalty Score by Gender
Rocket Companies's Customer Loyalty score was rated 46 by Female customers on Comparably.
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Female
46%
Yes
Male
N/A
Yes
Rocket Companies Customer Loyalty Score by Ethnicity
Rocket Companies's Customer Loyalty score was rated 55% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Rocket Companies.
55
out of 100
Caucasian
Rocket Companies Product Quality
2.5/5
Rocket Companies has an overall Product Quality score of 2.5 out of 5 stars rated by its users and customers.
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Rocket Companies Product Information
Rocket Companies’s product quality score is a 2.5 out of 5 as rated by its users and customers.
- Company Size
- 5,001-10,000 Employees
Industry
Banking and Financial Services
Quick Insights into Rocket Companies Product Quality
Rocket Companies's Product Quality score was rated highest by Female customers.
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Ranked Rocket Companies Product Quality the Highest
Rocket Companies Product Quality Score by Gender
Rocket Companies's Product Quality score was rated 3.6 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Rocket Companies.
Female
3.6/5
Male
N/A
Rocket Companies Product Quality Score by Ethnicity
Rocket Companies's Product Quality score was rated 3.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Rocket Companies.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Rocket Companies Pricing
Rocket Companies ROI & Value For Money
2.5/5
Rocket Companies has a value for money and ROI score of 2.5 out of 5 stars rated by its users and customers.
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Quick Insights into Rocket Companies ROI
Rocket Companies's ROI score was rated highest by Female customers.
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Ranked Rocket Companies ROI the Highest
Rocket Companies ROI Score by Gender
Rocket Companies's ROI score was rated 3.6 by Female customers on Comparably.
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Female
3.6/5
Male
N/A
Rocket Companies ROI Score by Ethnicity
Rocket Companies's ROI score was rated 3.5 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Rocket Companies.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Rocket Companies Customer Satisfaction (CSAT)
Rocket Companies Customer Satisfaction (CSAT) Score
28 / 100
Rocket Companies has an overall Customer Satisfaction score of 28 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
14%
Satisfied
14%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
58%
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 Rocket Companies Customer Satisfaction
Rocket Companies's Customer Satisfaction score was rated highest by Caucasian customers.
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Ranked Rocket Companies Customer Satisfaction the Highest
Rocket Companies Customer Satisfaction Score by Gender
Rocket Companies's Customer Satisfaction score was rated 50 by Female customers on Comparably.
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50 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 25% |
Rocket Companies Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Rocket Companies' Customer Satisfaction (CSAT) score was rated 50% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Rocket Companies.
50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
25%
Rocket Companies Customer Service
2.6/5
Rocket Companies has an overall Customer Service score of 2.6 out of 5 stars rated by its users and customers.
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About Rocket Companies's Customer Service
Address
Detroit, MI 48226
Website
https://www.rocketcompanies.com/
Phone Number
(888) 635-1576
Quick Insights into Rocket Companies Customer Service
Rocket Companies's Customer Service score was rated highest by Female customers.
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Ranked Rocket Companies Customer Service the Highest
Rocket Companies Customer Service Score by Gender
Rocket Companies's Customer Service score was rated 3.7 by Female customers on Comparably.
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Female
3.7/5
Male
N/A
Rocket Companies Customer Service Score by Ethnicity
Rocket Companies's Customer Service score was rated 3.6 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Rocket Companies.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.6 | Caucasian | 3.6 |
Rocket Companies as an Employer
3.2/5
Rocket Companies has a 3.2/5 stars for its overall company culture rated by their employees
top
40%
Consumer vs. Employees
Rocket Companies scored a -60 for Net Promoter Score and a -41 for Employee Net Promoter Score. NPS gauges how likely a customer of Rocket Companies would recommend the brand to a friend. ENPS measures how likely Rocket Companies employees would recommend working at Rocket Companies to a friend.
Net Promoter Score
-60
NPS Score
| 10% | Promoters |
|---|---|
| 20% | Passive |
| 70% | Detractors |
Employee Net Promoter Score
-41
eNPS Score
| 12% | Promoters |
|---|---|
| 35% | Passive |
| 53% | Detractors |
