-10
NPS
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Royal Mail
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About Royal Mail's Brand
At Royal Mail we connect companies, customers and communities across the UK, delivering a ‘one-price-goes-anywhere’ universal postal service to over 29 million addresses. As one of the UK's leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe. Among its major competitors, Royal Mail is ranked in 3rd place for NPS while J.B. Hunt Transport, Inc. is 1st, and FedEx is 2nd.Their current market cap is $621.00M
Brand at a Glance
85%
Customer Loyalty
3.5/5
Product Quality
3.4/5
Pricing
3.4/5
Customer Service
Royal Mail Ranking
- #3 / 4 of its competitors
Royal Mail NPS
Royal Mail's Net Promoter Score (NPS) is a -10 with 37% Promoters, 16% Passives, and 47% Detractors. Net Promoter Score tracks whether Royal Mail's customers would recommend using the product based on a scale of -100 to 100.
Royal Mail Overall NPS
| 37% | Promoters |
|---|---|
| 16% | Passives |
| 47% | Detractors |
Royal Mail NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2024 -27 | Apr 2024 | -27 |
Jun 2024 -28 | Jun 2024 | -28 |
Sep 2024 -27 | Sep 2024 | -27 |
Oct 2024 -25 | Oct 2024 | -25 |
Nov 2024 -24 | Nov 2024 | -24 |
Dec 2024 -22 | Dec 2024 | -22 |
Jan 2025 -17 | Jan 2025 | -17 |
Mar 2025 -16 | Mar 2025 | -16 |
Apr 2025 -17 | Apr 2025 | -17 |
May 2025 -13 | May 2025 | -13 |
Aug 2025 -11 | Aug 2025 | -11 |
Dec 2025 -9 | Dec 2025 | -9 |
How Other Brands Compare
Royal Mail is ranked third for NPS among its competitors. J.B. Hunt Transport, Inc. and FedEx come in first and second, with Onvia coming in at #4. Among those competitors, it is the third most valued company behind FedEx.
Royal Mail |  FedEx |  J.B. Hunt Transport, Inc. |  Onvia | |
| Global Ranking | #- | #95 | #- | #- |
| NPS | -10 | 19 | 20 | - |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $621.00M | $57.73B | $15.49B | - |
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.
Royal Mail NPS by Gender
Female customers rated Royal Mail's NPS 32 points higher than Male customers.
Male
8
Royal Mail's NPS was rated 8 by Male customers on Comparably.
46%
Promoters
16%
Passives
38%
Detractors
Female
40
Royal Mail's NPS was rated 40 by Female customers on Comparably.
70%
Promoters
0%
Passives
30%
Detractors
Royal Mail NPS by Ethnicity
Royal Mail's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -13 | Caucasian | -13 |
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
Other 56 | Other | 56 |
Royal Mail NPS by Age
Royal Mail's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 26-30.
Royal Mail NPS by Usage
Royal Mail's NPS was rated the highest by customers who have used Royal Mail's products/services for Over 10 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 -34 | Less than 1 Year | -34 |
1 to 2 Years 0 | 1 to 2 Years | 0 |
Over 10 Years 30 | Over 10 Years | 30 |
Royal Mail NPS vs. Competitors
Compared to its competitors, Royal Mail's NPS is rated right below Onvia.
| COMPANY | NPS Score | |
|---|---|---|
| J.B. Hunt Transport, Inc. | 20 |
| FedEx | 19 |
| Onvia | N/A |
| Royal Mail | -10 |
Royal Mail Customer Reviews
Out of the 7 Royal Mail customer reviews 4 were positive and 3 were constructive. Royal Mail 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
Royal Mail Customer Loyalty
85%
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.
85% of Royal Mail users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Royal Mail Customer Loyalty Score by Gender
Male customers rated Royal Mail's Customer Loyalty score 11% higher than Female customers.
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Male
93%
Yes
Female
82%
Yes
Royal Mail Customer Loyalty Score by Ethnicity
Royal Mail's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Royal Mail.
78
out of 100
Caucasian
82
out of 100
Asian or Pacific Islander
100
out of 100
Other
Royal Mail Customer Loyalty Score by Age
Royal Mail's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 55% | 26-30 | 55% |
46-50 100% | 46-50 | 100% |
61-65 100% | 61-65 | 100% |
66+ 100% | 66+ | 100% |
Royal Mail Customer Loyalty Score by Usage
Royal Mail's Customer Loyalty score was rated the highest by customers who have used Royal Mail's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Royal Mail Customer Loyalty Score by Industry
Royal Mail's Customer Loyalty score was rated 92% by Tech industry customers.
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Royal Mail Customer Loyalty vs. Competitors
Compared to its competitors, Royal Mail's Customer Loyalty score is rated right above FedEx.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Royal Mail | 85% |
| FedEx | 74% |
| J.B. Hunt Transport, Inc. | 54% |
| Onvia | N/A |
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Royal Mail Product Quality
3.5/5
Royal Mail has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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Royal Mail Product Information
Royal Mail’s product quality score is a 3.5 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Royal Mail's product the highest.
- Website
- http://www.royalmail.com
- Company Size
- 10,000+ Employees
Quick Insights into Royal Mail Product Quality
Royal Mail's Product Quality score was rated highest by customers ages 46-50, and rated lowest by customers who have used Royal Mail's products/services for Less than 1 Year.
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Ranked Royal Mail Product Quality the Highest
Ranked Royal Mail Product Quality the Lowest
Royal Mail Product Quality Score by Gender
Royal Mail's Product Quality score was rated 3.8 by both Female and Male customers on Comparably.
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Male
3.8/5
Female
3.8/5
Royal Mail Product Quality Score by Ethnicity
Royal Mail's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 4 | Other | 4 |
Royal Mail Product Quality Score by Age
Royal Mail's Product Quality score was rated the highest by customers ages 46-50, and the lowest by customers ages 26-30.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 2.7 | 26-30 | 2.7 |
46-50 4.6 | 46-50 | 4.6 |
61-65 3.8 | 61-65 | 3.8 |
66+ 3.8 | 66+ | 3.8 |
Royal Mail Product Quality Score by Usage
Royal Mail's Product Quality score was rated the highest by customers who have used Royal Mail's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Royal Mail Product Quality Score by Industry
Royal Mail's Product Quality score was rated 4.6 stars by Tech industry customers.
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Royal Mail Product Quality vs. Competitors
Compared to its competitors, Royal Mail's Product Quality score is rated right above Onvia, and is preceded by FedEx.
| COMPANY | Product Quality Score | |
|---|---|---|
| J.B. Hunt Transport, Inc. | 3.6/5 |
| FedEx | 3.6/5 |
| Royal Mail | 3.5/5 |
| Onvia | N/A |
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Royal Mail Pricing
Royal Mail ROI & Value For Money
3.4/5
Royal Mail has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Royal Mail 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 Tech industry.
Quick Insights into Royal Mail ROI
Royal Mail's ROI score was rated highest by customers ages 46-50, and rated lowest by customers who have used Royal Mail's products/services for Less than 1 Year.
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Ranked Royal Mail ROI the Highest
Ranked Royal Mail ROI the Lowest
Royal Mail ROI Score by Gender
Female customers rated Royal Mail's ROI score 0.4 stars higher than Male customers.
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Male
3.6/5
Female
4/5
Royal Mail ROI Score by Ethnicity
Royal Mail's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 4 | Other | 4 |
Royal Mail ROI Score by Age
Royal Mail's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 26-30.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 3 | 26-30 | 3 |
46-50 4.6 | 46-50 | 4.6 |
61-65 3.8 | 61-65 | 3.8 |
66+ 3.6 | 66+ | 3.6 |
Royal Mail ROI Score by Usage
Royal Mail's ROI score was rated the highest by customers who have used Royal Mail's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Royal Mail ROI Score by Industry
Royal Mail's ROI score was rated 4.6 stars by Tech industry customers.
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Royal Mail Pricing vs. Competitors
Compared to its competitors, Royal Mail's ROI score is rated right above FedEx, and is preceded by J.B. Hunt Transport, Inc..
| COMPANY | Pricing Score | |
|---|---|---|
| J.B. Hunt Transport, Inc. | 3.7/5 |
| Royal Mail | 3.4/5 |
| FedEx | 3.4/5 |
| Onvia | N/A |
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Royal Mail Customer Satisfaction (CSAT)
Royal Mail Customer Satisfaction (CSAT) Score
59 / 100
Royal Mail has an overall Customer Satisfaction score of 59 rated by its users and customers.
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Very Satisfied
32%
Satisfied
27%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
7%
Very Dissatisfied
17%
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 Royal Mail Customer Satisfaction
Royal Mail's Customer Satisfaction score was rated highest by customers from the Tech industry, and rated lowest by customers who have used Royal Mail's products/services for Less than 1 Year.
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Ranked Royal Mail Customer Satisfaction the Highest
Ranked Royal Mail Customer Satisfaction the Lowest
Royal Mail Customer Satisfaction Score by Gender
Male customers rated Royal Mail's Customer Satisfaction score 9 points higher than Female customers.
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67 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 34% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 8% |
58 / 100
FemaleVery Satisfied | 43% | |
|---|---|---|
Satisfied | 15% | |
Neither Satisfied nor Dissatisfied | 14% | |
Dissatisfied | 14% | |
Very Dissatisfied | 14% |
Royal Mail Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Royal Mail's Customer Satisfaction (CSAT) score was rated 50% according to Caucasian users and customers.
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50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
13%
Very Dissatisfied
12%
CSAT according to Asian or Pacific Islander
Royal Mail's Customer Satisfaction (CSAT) score was rated 75% according to Asian or Pacific Islander users and customers.
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75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Royal Mail's Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.
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67 / 100
Very Satisfied
50%
Satisfied
17%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
16%
Royal Mail Customer Satisfaction Score by Age
Royal Mail's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 75% | |||||||||||||||
| 26-30 | 34% | |||||||||||||||
| 61-65 | 33% |
Royal Mail Customer Satisfaction Score by Usage
Royal Mail's Customer Satisfaction score was rated the highest by customers who have used Royal Mail's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Royal Mail Customer Satisfaction Score by Industry
Royal Mail's Customer Satisfaction score was rated 87 points by Tech industry customers.
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"title": "Royal Mail Customer Satisfaction Score by Industry",
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"label": "Tech",
"groupId": 104,
"score": 87,
"stars": 0,
"csatScore": 87,
"text": "Royal Mail's Customer Satisfaction score is rated by Tech customers on Comparably.",
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}Royal Mail Customer Satisfaction vs. Competitors
Compared to its competitors, Royal Mail's Customer Satisfaction score is rated right above J.B. Hunt Transport, Inc., and is preceded by FedEx.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| FedEx | 65% |
| Royal Mail | 59% |
| J.B. Hunt Transport, Inc. | 50% |
| Onvia | 0% |
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Royal Mail Customer Service
3.4/5
Royal Mail has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
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About Royal Mail's Customer Service
Address
London, EC4Y 0DY United Kingdom
Website
http://www.royalmail.com
Quick Insights into Royal Mail Customer Service
Royal Mail's Customer Service score was rated highest by customers ages 46-50, and rated lowest by customers who have used Royal Mail's products/services for 1 to 2 Years.
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Ranked Royal Mail Customer Service the Highest
Ranked Royal Mail Customer Service the Lowest
Royal Mail Customer Service Score by Gender
Female customers rated Royal Mail's Customer Service score 0.3 stars higher than Male customers.
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Male
3.6/5
Female
3.9/5
Royal Mail Customer Service Score by Ethnicity
Royal Mail's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 3.9 | Other | 3.9 |
Royal Mail Customer Service Score by Age
Royal Mail's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 2.9 | 26-30 | 2.9 |
46-50 4.6 | 46-50 | 4.6 |
61-65 3.8 | 61-65 | 3.8 |
66+ 3.6 | 66+ | 3.6 |
Royal Mail Customer Service Score by Usage
Royal Mail's Customer Service score was rated the highest by customers who have used Royal Mail's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Royal Mail Customer Service Score by Industry
Royal Mail's Customer Service score was rated 4.6 stars by Tech industry customers.
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Royal Mail Customer Service vs. Competitors
Compared to its competitors, Royal Mail's Customer Service score is rated right above Onvia, and is preceded by FedEx.
| COMPANY | Customer Service Score | |
|---|---|---|
| J.B. Hunt Transport, Inc. | 3.9/5 |
| FedEx | 3.5/5 |
| Royal Mail | 3.4/5 |
| Onvia | N/A |
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Royal Mail as an Employer
Consumer vs. Employees
Royal Mail scored a -10 for Net Promoter Score and a -67 for Employee Net Promoter Score. NPS gauges how likely a customer of Royal Mail would recommend the brand to a friend. ENPS measures how likely Royal Mail employees would recommend working at Royal Mail to a friend.
Net Promoter Score
-10
NPS Score
| 37% | Promoters |
|---|---|
| 16% | Passive |
| 47% | Detractors |
Employee Net Promoter Score
-67
eNPS Score
| 11% | Promoters |
|---|---|
| 11% | Passive |
| 78% | Detractors |
