14
NPS
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Route
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About Route's Brand
Route is a landmark in the evolution of ecommerce. Our mission is to create shopper confidence that fuels brand growth. We’re inspiring people to discover and celebrate brands around the world through a completely reimagined ecommerce experience. Our unique platform takes a holistic approach, to connecting customers and brands with every purchase. In record-breaking time, we’ve grown to over 3 million monthly active users and added over 13,000 merchants to the Route post-purchase platform. Both brands and consumers now rely on Route to forge an entirely new path along the ecommerce frontier.
Brand at a Glance
82%
Customer Loyalty
2.5/5
Product Quality
3.7/5
Pricing
3.2/5
Customer Service
Route NPS
Route's Net Promoter Score (NPS) is a 14 with 57% Promoters, 0% Passives, and 43% Detractors. Net Promoter Score tracks whether Route's customers would recommend using the product based on a scale of -100 to 100.
Route Overall NPS
| 57% | Promoters |
|---|---|
| 0% | Passives |
| 43% | Detractors |
Route NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2022 -100 | Jan 2022 | -100 |
Aug 2022 0 | Aug 2022 | 0 |
Jan 2023 -33 | Jan 2023 | -33 |
Nov 2023 20 | Nov 2023 | 20 |
Feb 2024 33 | Feb 2024 | 33 |
May 2026 15 | May 2026 | 15 |
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.
Route Customer Loyalty
82%
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.
82% of Route 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?"
Route Product Quality
2.5/5
Route has an overall Product Quality score of 2.5 out of 5 stars rated by its users and customers.
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Route Product Information
Route’s product quality score is a 2.5 out of 5 as rated by its users and customers.
- Website
- https://route.com/
- Company Size
- 51-200 Employees
Industry
Tech
Consumer Services
Ecommerce and Marketplaces
Mobile App
Route Pricing
Route ROI & Value For Money
3.7/5
Route 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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Route Customer Satisfaction (CSAT)
Route Customer Satisfaction (CSAT) Score
40 / 100
Route has an overall Customer Satisfaction score of 40 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
40%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
40%
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.
Route Customer Service
3.2/5
Route has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About Route's Customer Service
Address
13301 N Thanksgiving Way, Lehi, UT 84043
Website
https://route.com/
Route's Social Links
Consumer vs. Employees
Route scored a 14 for Net Promoter Score and a 76 for Employee Net Promoter Score. NPS gauges how likely a customer of Route would recommend the brand to a friend. ENPS measures how likely Route employees would recommend working at Route to a friend.
Net Promoter Score
14
NPS Score
| 57% | Promoters |
|---|---|
| 0% | Passive |
| 43% | Detractors |
Employee Net Promoter Score
76
eNPS Score
| 80% | Promoters |
|---|---|
| 16% | Passive |
| 4% | Detractors |
