-10
NPS
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Root Insurance
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About Root Insurance's Brand
At Root, we’re pushing for bold progress and change across the insurance industry and beyond by being the first licensed insurance carrier powered entirely by mobile. We’re harnessing data and technology to bring fairness and ease to customers through our products, partnerships, and our ongoing efforts to make the roads fairer and safer for everyone. That’s our work and our Root life. Among its major competitors, Root Insurance is ranked in 2nd place for NPS while Lemonade is 1st, and Allstate is 3rd.Their current market cap is $3.65B
Brand at a Glance
58%
Customer Loyalty
3.2/5
Product Quality
3.2/5
Pricing
3.2/5
Customer Service
Root Insurance Ranking
- #2 / 4 of its competitors
Root Insurance NPS
Root Insurance's Net Promoter Score (NPS) is a -10 with 30% Promoters, 30% Passives, and 40% Detractors. Net Promoter Score tracks whether Root Insurance's customers would recommend using the product based on a scale of -100 to 100.
Root Insurance Overall NPS
| 30% | Promoters |
|---|---|
| 30% | Passives |
| 40% | Detractors |
Root Insurance NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2020 0 | Nov 2020 | 0 |
Aug 2021 50 | Aug 2021 | 50 |
Nov 2021 66 | Nov 2021 | 66 |
Apr 2022 20 | Apr 2022 | 20 |
Oct 2022 0 | Oct 2022 | 0 |
Nov 2022 -1 | Nov 2022 | -1 |
Dec 2022 -12 | Dec 2022 | -12 |
Feb 2023 0 | Feb 2023 | 0 |
Mar 2023 -10 | Mar 2023 | -10 |
How Other Brands Compare
Root Insurance is ranked second for NPS among its competitors. Lemonade and Allstate come in first and third, with GEICO coming in at #4. Among those competitors, it is the third most valued company behind GEICO.
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.
Root Insurance NPS vs. Competitors
Compared to its competitors, Root Insurance's NPS is rated right above Allstate, and is preceded by Lemonade.
| COMPANY | NPS Score | |
|---|---|---|
 | Lemonade | 100 |
| Root Insurance | -10 |
 | Allstate | -31 |
 | GEICO | -64 |
Root Insurance Customer Loyalty
58%
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.
58% of Root Insurance users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Root Insurance Customer Loyalty vs. Competitors
Compared to its competitors, Root Insurance's Customer Loyalty score is rated right below GEICO.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Lemonade | 100% |
| Allstate | 74% |
| GEICO | 71% |
| Root Insurance | 58% |
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Root Insurance Product Quality
3.2/5
Root Insurance has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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Root Insurance Product Information
Root Insurance’s product quality score is a 3.2 out of 5 as rated by its users and customers.
- Website
- https://www.joinroot.com/
- Company Size
- 1,001-5,000 Employees
Industry
Insurance
Root Insurance Product Quality vs. Competitors
Compared to its competitors, Root Insurance's Product Quality score is rated right above Allstate, and is preceded by Lemonade.
| COMPANY | Product Quality Score | |
|---|---|---|
| Lemonade | 5/5 |
| Root Insurance | 3.2/5 |
| Allstate | 2.3/5 |
| GEICO | 1.8/5 |
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Root Insurance Pricing
Root Insurance ROI & Value For Money
3.2/5
Root Insurance has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.
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Root Insurance Pricing vs. Competitors
Compared to its competitors, Root Insurance's ROI score is rated right above Allstate, and is preceded by Lemonade.
| COMPANY | Pricing Score | |
|---|---|---|
| Lemonade | 4.5/5 |
| Root Insurance | 3.2/5 |
| Allstate | 2.3/5 |
| GEICO | 1.7/5 |
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Root Insurance Customer Satisfaction (CSAT)
Root Insurance Customer Satisfaction (CSAT) Score
55 / 100
Root Insurance has an overall Customer Satisfaction score of 55 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
33%
Satisfied
22%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
22%
Very Dissatisfied
12%
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.
Root Insurance Customer Satisfaction vs. Competitors
Compared to its competitors, Root Insurance's Customer Satisfaction score is rated right above Allstate, and is preceded by Lemonade.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Lemonade | 100% |
| Root Insurance | 56% |
| Allstate | 33% |
| GEICO | 7% |
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Root Insurance Customer Service
3.2/5
Root Insurance has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About Root Insurance's Customer Service
Address
80 E Rich St, Columbus, OH 43215
Website
https://www.joinroot.com/
Root Insurance's Social Links
Root Insurance Customer Service vs. Competitors
Compared to its competitors, Root Insurance's Customer Service score is rated right above Allstate, and is preceded by Lemonade.
| COMPANY | Customer Service Score | |
|---|---|---|
| Lemonade | 4.7/5 |
| Root Insurance | 3.2/5 |
| Allstate | 2.4/5 |
| GEICO | 1.8/5 |
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Root Insurance as an Employer
4.1/5
Root Insurance has a 4.1/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Root Insurance scored a -10 for Net Promoter Score and a 6 for Employee Net Promoter Score. NPS gauges how likely a customer of Root Insurance would recommend the brand to a friend. ENPS measures how likely Root Insurance employees would recommend working at Root Insurance to a friend.
Net Promoter Score
-10
NPS Score
| 30% | Promoters |
|---|---|
| 30% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
6
eNPS Score
| 39% | Promoters |
|---|---|
| 28% | Passive |
| 33% | Detractors |
