14
NPS
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Roku
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About Roku's Brand
Among its major competitors, Roku is ranked in 4th place for NPS while Fan TV is 1st, and Netflix is 2nd.Their current market cap is $42.13B
Brand at a Glance
80%
Customer Loyalty
3.7/5
Product Quality
3.6/5
Pricing
3.4/5
Customer Service
Roku CMO
Matthew Anderson
Matthew Anderson serves as the Chief Marketing Officer of Roku. Matthew started at Roku in August of 2013. Matthew currently resides in the San Francisco Bay Area.
Roku Ranking
- #3 / 4 of its competitors
Roku NPS
Roku's Net Promoter Score (NPS) is a 14 with 46% Promoters, 22% Passives, and 32% Detractors. Net Promoter Score tracks whether Roku's customers would recommend using the product based on a scale of -100 to 100.
Roku Overall NPS
| 46% | Promoters |
|---|---|
| 22% | Passives |
| 32% | Detractors |
Roku NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2024 12 | Dec 2024 | 12 |
Jan 2025 13 | Jan 2025 | 13 |
Feb 2025 13 | Feb 2025 | 13 |
Apr 2025 13 | Apr 2025 | 13 |
May 2025 13 | May 2025 | 13 |
Jun 2025 13 | Jun 2025 | 13 |
Jul 2025 13 | Jul 2025 | 13 |
Aug 2025 13 | Aug 2025 | 13 |
Sep 2025 13 | Sep 2025 | 13 |
Oct 2025 12 | Oct 2025 | 12 |
Nov 2025 12 | Nov 2025 | 12 |
Jan 2026 12 | Jan 2026 | 12 |
How Other Brands Compare
Roku is ranked third for NPS among its competitors. Netflix and Sony come in first and second, with Hulu coming in at #4. Among those competitors, it is the lowest valued company behind Hulu.
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.
Roku NPS by Gender
Male customers rated Roku's NPS 6 points higher than Female customers.
Male
11
Roku's NPS was rated 11 by Male customers on Comparably.
48%
Promoters
15%
Passives
37%
Detractors
Female
5
Roku's NPS was rated 5 by Female customers on Comparably.
41%
Promoters
23%
Passives
36%
Detractors
Roku NPS by Ethnicity
Roku's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -2 | Caucasian | -2 |
Hispanic or Latino 67 | Hispanic or Latino | 67 |
African American/Black 32 | African American/Black | 32 |
Asian or Pacific Islander 46 | Asian or Pacific Islander | 46 |
Native American 49 | Native American | 49 |
Other -42 | Other | -42 |
Roku NPS by Age
Roku's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
Roku NPS by Usage
Roku's NPS was rated the highest by customers who have used Roku's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -36 | Less than 1 Year | -36 |
1 to 2 Years 29 | 1 to 2 Years | 29 |
2 to 5 Years 6 | 2 to 5 Years | 6 |
5 to 10 Years 0 | 5 to 10 Years | 0 |
Over 10 Years 28 | Over 10 Years | 28 |
Roku Customer Reviews
Out of the 32 Roku customer reviews 26 were positive and 6 were constructive. Roku 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
Roku Customer Loyalty
80%
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.
80% of Roku users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Roku Customer Loyalty Score by Gender
Female customers rated Roku's Customer Loyalty score 4% higher than Male customers.
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Male
79%
Yes
Female
83%
Yes
Roku Customer Loyalty Score by Ethnicity
Roku's Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Roku.
82
out of 100
Caucasian
100
out of 100
Hispanic or Latino
86
out of 100
African American/Black
72
out of 100
Asian or Pacific Islander
85
out of 100
Native American
48
out of 100
Other
Roku Customer Loyalty Score by Age
Roku's Customer Loyalty score was rated the highest by customers ages 61-65, and the lowest by customers ages 51-55.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 82% | 18-25 | 82% |
26-30 80% | 26-30 | 80% |
31-35 85% | 31-35 | 85% |
36-40 81% | 36-40 | 81% |
41-45 87% | 41-45 | 87% |
46-50 78% | 46-50 | 78% |
51-55 72% | 51-55 | 72% |
56-60 74% | 56-60 | 74% |
61-65 92% | 61-65 | 92% |
66+ 76% | 66+ | 76% |
Roku Customer Loyalty Score by Usage
Roku's Customer Loyalty score was rated the highest by customers who have used Roku's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Roku Customer Loyalty Score by Industry
Roku's Customer Loyalty score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Professional Services industry customers.
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Roku Customer Loyalty vs. Competitors
Compared to its competitors, Roku's Customer Loyalty score is rated right above Hulu, and is preceded by Sony.
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Roku Product Quality
3.7/5
Roku has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Roku Product Information
Roku’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Marketing, Advertising and Research industry rated Roku's product the highest. Reviewers from the Accounting industry rated Roku the lowest at 3.5.
- Website
- http://www.roku.com
- Company Size
- 501-1,000 Employees
Industry
Tech
Quick Insights into Roku Product Quality
Roku's Product Quality score was rated highest by Hispanic or Latino customers, and rated lowest by customers from the Professional Services industry.
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Ranked Roku Product Quality the Highest
Ranked Roku Product Quality the Lowest
Roku Product Quality Score by Gender
Male customers rated Roku's Product Quality score 0.4 stars higher than Female customers.
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Male
3.7/5
Female
3.3/5
Roku Product Quality Score by Ethnicity
Roku's Product Quality 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 3.3 | Caucasian | 3.3 |
Hispanic or Latino 4.5 | Hispanic or Latino | 4.5 |
African American/Black 3.7 | African American/Black | 3.7 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Native American 4 | Native American | 4 |
Other 2.7 | Other | 2.7 |
Roku Product Quality Score by Age
Roku's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 4 | 26-30 | 4 |
31-35 4.3 | 31-35 | 4.3 |
36-40 4.4 | 36-40 | 4.4 |
41-45 3.6 | 41-45 | 3.6 |
46-50 4.1 | 46-50 | 4.1 |
51-55 3.2 | 51-55 | 3.2 |
56-60 2.3 | 56-60 | 2.3 |
61-65 2.8 | 61-65 | 2.8 |
66+ 2.1 | 66+ | 2.1 |
Roku Product Quality Score by Usage
Roku's Product Quality score was rated the highest by customers who have used Roku's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Roku Product Quality Score by Industry
Roku's Product Quality score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Professional Services industry customers.
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Roku Product Quality vs. Competitors
Compared to its competitors, Roku's Product Quality score is rated right above Hulu, and is preceded by Sony.
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Roku Pricing
Roku ROI & Value For Money
3.6/5
Roku has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Roku 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 Fashion and Beauty industry. The users from the Professional Services industry think that they had the lowest ROI from Roku.
Quick Insights into Roku ROI
Roku's ROI score was rated highest by customers ages 26-30, and rated lowest by customers from the Professional Services industry.
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Ranked Roku ROI the Highest
Ranked Roku ROI the Lowest
Roku ROI Score by Gender
Male customers rated Roku's ROI score 0.1 stars higher than Female customers.
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Male
3.6/5
Female
3.5/5
Roku ROI Score by Ethnicity
Roku's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Roku.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Hispanic or Latino 4.4 | Hispanic or Latino | 4.4 |
African American/Black 3.8 | African American/Black | 3.8 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Native American 3.9 | Native American | 3.9 |
Other 3.1 | Other | 3.1 |
Roku ROI Score by Age
Roku's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 4.6 | 26-30 | 4.6 |
31-35 4.5 | 31-35 | 4.5 |
36-40 4.3 | 36-40 | 4.3 |
41-45 3.5 | 41-45 | 3.5 |
46-50 3.7 | 46-50 | 3.7 |
51-55 2.9 | 51-55 | 2.9 |
56-60 3.1 | 56-60 | 3.1 |
61-65 2.9 | 61-65 | 2.9 |
66+ 2.4 | 66+ | 2.4 |
Roku ROI Score by Usage
Roku's ROI score was rated the highest by customers who have used Roku's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Roku ROI Score by Industry
Roku's ROI score was rated the highest by Fashion and Beauty industry customers, and the lowest by Professional Services industry customers.
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Roku Pricing vs. Competitors
Compared to its competitors, Roku's ROI score is rated right above Hulu, and is preceded by Sony.
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Roku Customer Satisfaction (CSAT)
Roku Customer Satisfaction (CSAT) Score
67 / 100
Roku has an overall Customer Satisfaction score of 67 rated by its users and customers.
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Very Satisfied
40%
Satisfied
27%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
3%
Very Dissatisfied
18%
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 Roku Customer Satisfaction
Roku's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers ages 56-60.
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Ranked Roku Customer Satisfaction the Highest
Ranked Roku Customer Satisfaction the Lowest
Roku Customer Satisfaction Score by Gender
Male customers rated Roku's Customer Satisfaction score 5 points higher than Female customers.
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70 / 100
MaleVery Satisfied | 46% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 5% | |
Very Dissatisfied | 15% |
65 / 100
FemaleVery Satisfied | 43% | |
|---|---|---|
Satisfied | 22% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 2% | |
Very Dissatisfied | 33% |
Roku Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Roku's Customer Satisfaction (CSAT) score was rated 60% according to Caucasian users and customers.
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60 / 100
Very Satisfied
40%
Satisfied
20%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
7%
Very Dissatisfied
25%
CSAT according to Hispanic or Latino
Roku's Customer Satisfaction (CSAT) score was rated 86% according to Hispanic or Latino users and customers.
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86 / 100
Very Satisfied
71%
Satisfied
15%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to African American/Black
Roku's Customer Satisfaction (CSAT) score was rated 78% according to African American/Black users and customers.
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78 / 100
Very Satisfied
44%
Satisfied
34%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
22%
CSAT according to Asian or Pacific Islander
Roku's Customer Satisfaction (CSAT) score was rated 90% according to Asian or Pacific Islander users and customers.
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90 / 100
Very Satisfied
40%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
10%
CSAT according to Native American
Roku's Customer Satisfaction (CSAT) score was rated 80% according to Native American users and customers.
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80 / 100
Very Satisfied
80%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
20%
CSAT according to Other
Roku's Customer Satisfaction (CSAT) score was rated 55% according to Other users and customers.
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55 / 100
Very Satisfied
36%
Satisfied
19%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
9%
Very Dissatisfied
27%
Roku Customer Satisfaction Score by Age
Roku'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 | 100% | |||||||||||||||
| 26-30 | 80% | |||||||||||||||
| 31-35 | 89% | |||||||||||||||
| 36-40 | 87% | |||||||||||||||
| 41-45 | 64% | |||||||||||||||
| 46-50 | 86% | |||||||||||||||
| 51-55 | 70% | |||||||||||||||
| 56-60 | 0% | |||||||||||||||
| 61-65 | 57% | |||||||||||||||
| 66+ | 30% |
Roku Customer Satisfaction Score by Usage
Roku's Customer Satisfaction score was rated the highest by customers who have used Roku's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Roku Customer Satisfaction Score by Industry
Roku's Customer Satisfaction score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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{
"title": "Roku Customer Satisfaction Score by Industry",
"text": "Roku's Customer Satisfaction score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 78,
"stars": 0,
"csatScore": 78,
"text": "Roku's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 78
},
{
"label": "Accounting",
"groupId": 495,
"score": 70,
"stars": 0,
"csatScore": 70,
"text": "Roku's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 70
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Roku's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Architecture and Planning",
"groupId": 498,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "Roku's Customer Satisfaction score is rated by Architecture and Planning customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 50
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 77,
"stars": 0,
"csatScore": 77,
"text": "Roku's Customer Satisfaction score is rated by Arts and Entertainment customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 77
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 58,
"stars": 0,
"csatScore": 58,
"text": "Roku's Customer Satisfaction score is rated by Banking and Financial Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 58
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Roku's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "Roku's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Manufacturing and Machinery",
"groupId": 533,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Roku's Customer Satisfaction score is rated by Manufacturing and Machinery customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 100,
"stars": 0,
"csatScore": 100,
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"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Media and Entertainment",
"groupId": 537,
"score": 80,
"stars": 0,
"csatScore": 80,
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"scoreClassName": "",
"scoreLabel": 80
}
]
}Roku Customer Satisfaction vs. Competitors
Compared to its competitors, Roku's Customer Satisfaction score is rated right above Hulu, and is preceded by Sony.
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Roku Customer Service
3.4/5
Roku has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
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About Roku's Customer Service
Address
150 Winchester Circle, San Francisco, CA 95032
Website
http://www.roku.com
Phone Number
888-600-7658
Quick Insights into Roku Customer Service
Roku's Customer Service score was rated highest by customers ages 26-30, and rated lowest by customers from the Professional Services industry.
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Ranked Roku Customer Service the Highest
Ranked Roku Customer Service the Lowest
Roku Customer Service Score by Gender
Roku's Customer Service score was rated 3.2 by both Female and Male customers on Comparably.
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Male
3.2/5
Female
3.2/5
Roku Customer Service Score by Ethnicity
Roku's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Hispanic or Latino 4 | Hispanic or Latino | 4 |
African American/Black 3.8 | African American/Black | 3.8 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Native American 3.4 | Native American | 3.4 |
Other 2.6 | Other | 2.6 |
Roku Customer Service Score by Age
Roku's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 4.6 | 26-30 | 4.6 |
31-35 4 | 31-35 | 4 |
36-40 4 | 36-40 | 4 |
41-45 2.9 | 41-45 | 2.9 |
46-50 3.6 | 46-50 | 3.6 |
51-55 2.6 | 51-55 | 2.6 |
56-60 2.1 | 56-60 | 2.1 |
61-65 2.2 | 61-65 | 2.2 |
66+ 2 | 66+ | 2 |
Roku Customer Service Score by Usage
Roku's Customer Service score was rated the highest by customers who have used Roku's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Roku Customer Service Score by Industry
Roku's Customer Service score was rated the highest by Fashion and Beauty industry customers, and the lowest by Professional Services industry customers.
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Roku Customer Service vs. Competitors
Compared to its competitors, Roku's Customer Service score is rated right above Hulu, and is preceded by Sony.
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Roku as an Employer
3.2/5
Roku has a 3.2/5 stars for its overall company culture rated by their employees
bottom
40%
Consumer vs. Employees
Roku scored a 14 for Net Promoter Score and a -7 for Employee Net Promoter Score. NPS gauges how likely a customer of Roku would recommend the brand to a friend. ENPS measures how likely Roku employees would recommend working at Roku to a friend.
Net Promoter Score
14
NPS Score
| 46% | Promoters |
|---|---|
| 22% | Passive |
| 32% | Detractors |
Employee Net Promoter Score
-7
eNPS Score
| 36% | Promoters |
|---|---|
| 21% | Passive |
| 43% | Detractors |
