-51
NPS
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Sallie Mae
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About Sallie Mae's Brand
Sallie Mae is an American corporation that originates, services, and collects student loans.
Brand at a Glance
64%
Customer Loyalty
2.4/5
Product Quality
2.3/5
Pricing
2.4/5
Customer Service
Sallie Mae CMO
Donna Vieira
Donna Vieira serves as the Executive Vice President & Chief Marketing Officer of Sallie Mae. Donna started at Sallie Mae in January of 2019. Donna currently resides in the Greater Philadelphia Area.
Sallie Mae NPS
Sallie Mae's Net Promoter Score (NPS) is a -51 with 16% Promoters, 17% Passives, and 67% Detractors. Net Promoter Score tracks whether Sallie Mae's customers would recommend using the product based on a scale of -100 to 100.
Sallie Mae Overall NPS
| 16% | Promoters |
|---|---|
| 17% | Passives |
| 67% | Detractors |
Sallie Mae NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2021 -29 | Mar 2021 | -29 |
Sep 2021 -38 | Sep 2021 | -38 |
Oct 2021 -44 | Oct 2021 | -44 |
Feb 2022 -50 | Feb 2022 | -50 |
Aug 2022 -36 | Aug 2022 | -36 |
Oct 2022 -39 | Oct 2022 | -39 |
Nov 2022 -47 | Nov 2022 | -47 |
Feb 2023 -45 | Feb 2023 | -45 |
Jun 2023 -48 | Jun 2023 | -48 |
Feb 2024 -45 | Feb 2024 | -45 |
Apr 2024 -48 | Apr 2024 | -48 |
Oct 2024 -51 | Oct 2024 | -51 |
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.
Sallie Mae NPS by Gender
Sallie Mae's NPS was rated -80 by Female customers on Comparably.
Female
-80
Sallie Mae's NPS was rated -80 by Female customers on Comparably.
0%
Promoters
20%
Passives
80%
Detractors
Male
N/A
Sallie Mae's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Sallie Mae NPS by Age
Sallie Mae's NPS was rated -67 points by customers ages 26-30 on Comparably.
Sallie Mae Customer Loyalty
64%
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.
64% of Sallie Mae 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?"
Sallie Mae Customer Loyalty Score by Gender
Sallie Mae's Customer Loyalty score was rated 64 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Sallie Mae.
Female
64%
Yes
Male
N/A
Yes
Sallie Mae Customer Loyalty Score by Age
Sallie Mae's Customer Loyalty score was rated 70% by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Sallie Mae.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 70% | 26-30 | 70% |
Sallie Mae Customer Loyalty Score by Industry
Sallie Mae's Customer Loyalty score was rated 55% by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Sallie Mae Product Quality
2.4/5
Sallie Mae has an overall Product Quality score of 2.4 out of 5 stars rated by its users and customers.
Sign Up to unlock Sallie Mae's overall Product Quality score rated by its users and customers.
Sallie Mae Product Information
Sallie Mae’s product quality score is a 2.4 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Sallie Mae's product the highest.
- Website
- https://www.salliemae.com//
- Company Size
- 1,001-5,000 Employees
Industry
Education
FinTech
Quick Insights into Sallie Mae Product Quality
Sallie Mae's Product Quality score was rated highest by customers from the Accounting industry.
Sign Up to unlock insights into how customers have ranked Sallie Mae's Product Quality.
Ranked Sallie Mae Product Quality the Highest
Sallie Mae Product Quality Score by Gender
Sallie Mae's Product Quality score was rated 2.2 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Sallie Mae.
Female
2.2/5
Male
N/A
Sallie Mae Product Quality Score by Age
Sallie Mae's Product Quality score was rated 2.6 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Sallie Mae.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.6 | 26-30 | 2.6 |
Sallie Mae Product Quality Score by Industry
Sallie Mae's Product Quality score was rated 3.2 stars by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Sallie Mae Pricing
Sallie Mae ROI & Value For Money
2.3/5
Sallie Mae has a value for money and ROI score of 2.3 out of 5 stars rated by its users and customers.
Sign Up to unlock Sallie Mae's overall ROI score rated by its users and customers.
Sallie Mae 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 Accounting industry.
Quick Insights into Sallie Mae ROI
Sallie Mae's ROI score was rated highest by customers from the Accounting industry.
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Ranked Sallie Mae ROI the Highest
Sallie Mae ROI Score by Gender
Sallie Mae's ROI score was rated 2 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Sallie Mae.
Female
2/5
Male
N/A
Sallie Mae ROI Score by Age
Sallie Mae's ROI score was rated 2.3 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Sallie Mae.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.3 | 26-30 | 2.3 |
Sallie Mae ROI Score by Industry
Sallie Mae's ROI score was rated 2.7 stars by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Sallie Mae Customer Satisfaction (CSAT)
Sallie Mae Customer Satisfaction (CSAT) Score
27 / 100
Sallie Mae has an overall Customer Satisfaction score of 27 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
9%
Satisfied
18%
Neither Satisfied nor Dissatisfied
36%
Dissatisfied
9%
Very Dissatisfied
28%
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 Sallie Mae Customer Satisfaction
Sallie Mae's Customer Satisfaction score was rated highest by Female customers.
Sign Up to unlock insights into how customers have ranked Sallie Mae's Customer Satisfaction.
Ranked Sallie Mae Customer Satisfaction the Highest
Sallie Mae Customer Satisfaction Score by Gender
Sallie Mae's Customer Satisfaction score was rated 33 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Sallie Mae.
33 / 100
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 0% | |
Very Dissatisfied | 34% |
Sallie Mae Customer Service
2.4/5
Sallie Mae has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
Sign Up to unlock Sallie Mae's overall Customer Service score rated by its users and customers.
About Sallie Mae's Customer Service
Address
Subpoena Department, 300 Continental Drive, Newark, DE
Website
https://www.salliemae.com//
Quick Insights into Sallie Mae Customer Service
Sallie Mae's Customer Service score was rated highest by customers from the Accounting industry.
Sign Up to unlock insights into how customers have ranked Sallie Mae's Customer Service score.
Ranked Sallie Mae Customer Service the Highest
Sallie Mae Customer Service Score by Gender
Sallie Mae's Customer Service score was rated 2.1 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Sallie Mae.
Female
2.1/5
Male
N/A
Sallie Mae Customer Service Score by Age
Sallie Mae's Customer Service score was rated 2.5 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Sallie Mae.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 2.5 | 26-30 | 2.5 |
Sallie Mae Customer Service Score by Industry
Sallie Mae's Customer Service score was rated 3.1 stars by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
Sallie Mae as an Employer
2.6/5
Sallie Mae has a 2.6/5 stars for its overall company culture rated by their employees
top
50%
Consumer vs. Employees
Sallie Mae scored a -51 for Net Promoter Score and a -37 for Employee Net Promoter Score. NPS gauges how likely a customer of Sallie Mae would recommend the brand to a friend. ENPS measures how likely Sallie Mae employees would recommend working at Sallie Mae to a friend.
Net Promoter Score
-51
NPS Score
| 16% | Promoters |
|---|---|
| 17% | Passive |
| 67% | Detractors |
Employee Net Promoter Score
-37
eNPS Score
| 26% | Promoters |
|---|---|
| 11% | Passive |
| 63% | Detractors |
