-25
NPS
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SmartBear
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About SmartBear's Brand
SmartBear is pioneering innovation in software quality, embracing AI’s transformative potential. The company’s powerful solution hubs, including SmartBear API Hub, SmartBear Insight Hub, and SmartBear Test Hub, featuring HaloAI, give software development teams around the world visibility and automation that provide end-to-end quality. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft. With an active peer-to-peer community, SmartBear meets customers where they are to help make our technology-driven world a better place. The company is committed to ethical corporate practices, including responsible AI that integrates accountability and transparency across its technology stack, and to social responsibility, promoting good in all the communities it serves. Among its major competitors, SmartBear is ranked in 5th place for NPS while Datadog is 1st, and Sentry is 2nd.
Brand at a Glance
45%
Customer Loyalty
2.5/5
Product Quality
2.5/5
Pricing
2.4/5
Customer Service
SmartBear CMO
SmartBear Ranking
- #4 / 4 of its competitors
SmartBear NPS
SmartBear's Net Promoter Score (NPS) is a -25 with 25% Promoters, 25% Passives, and 50% Detractors. Net Promoter Score tracks whether SmartBear's customers would recommend using the product based on a scale of -100 to 100.
SmartBear Overall NPS
| 25% | Promoters |
|---|---|
| 25% | Passives |
| 50% | Detractors |
SmartBear NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 0 | Jul 2021 | 0 |
Sep 2021 33 | Sep 2021 | 33 |
Nov 2021 0 | Nov 2021 | 0 |
May 2022 0 | May 2022 | 0 |
Jun 2022 -17 | Jun 2022 | -17 |
Oct 2022 -15 | Oct 2022 | -15 |
Jun 2023 -25 | Jun 2023 | -25 |
How Other Brands Compare
SmartBear is ranked #4 for NPS among its competitors. Datadog and Sentry come in first and second, with BrowserStack coming in at third.
SmartBear |  Datadog |  Sentry |  BrowserStack | |
| Global Ranking | #- | #699 | #- | #- |
| NPS | -25 | 29 | 28 | 0 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $19.33B | - | - |
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.
SmartBear NPS by Gender
SmartBear's NPS was rated -67 by Male customers on Comparably.
Male
-67
SmartBear's NPS was rated -67 by Male customers on Comparably.
0%
Promoters
33%
Passives
67%
Detractors
Female
N/A
SmartBear's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
SmartBear NPS vs. Competitors
Compared to its competitors, SmartBear's NPS is rated right below Tricentis.
| COMPANY | NPS Score | |
|---|---|---|
| Datadog | 29 |
| Sentry | 28 |
| BrowserStack | 0 |
 | Tricentis | -1 |
| SmartBear | -25 |
SmartBear Customer Loyalty
45%
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.
45% of SmartBear users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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SmartBear Customer Loyalty Score by Gender
SmartBear's Customer Loyalty score was rated 10 by Male customers on Comparably.
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Male
10%
Yes
Female
N/A
Yes
SmartBear Customer Loyalty Score by Industry
SmartBear's Customer Loyalty score was rated 28% by Tech 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.
SmartBear Customer Loyalty vs. Competitors
Compared to its competitors, SmartBear's Customer Loyalty score is rated right below Sentry.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| BrowserStack | 100% |
| Datadog | 78% |
| Tricentis | 78% |
| Sentry | 73% |
| SmartBear | 45% |
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SmartBear Product Quality
2.5/5
SmartBear has an overall Product Quality score of 2.5 out of 5 stars rated by its users and customers.
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SmartBear Product Information
SmartBear’s product quality score is a 2.5 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated SmartBear's product the highest.
- Website
- https://smartbear.com/
- Company Size
- 501-1,000 Employees
Industry
Tech
Enterprise
Productivity
SaaS
Quick Insights into SmartBear Product Quality
SmartBear's Product Quality score was rated highest by customers from the Tech industry.
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Ranked SmartBear Product Quality the Highest
SmartBear Product Quality Score by Gender
SmartBear's Product Quality score was rated 1.6 by Male customers on Comparably.
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Male
1.6/5
Female
N/A
SmartBear Product Quality Score by Industry
SmartBear's Product Quality score was rated 1.9 stars by Tech industry customers.
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SmartBear Product Quality vs. Competitors
Compared to its competitors, SmartBear's Product Quality score is rated right above BrowserStack, and is preceded by Tricentis.
| COMPANY | Product Quality Score | |
|---|---|---|
| Datadog | 4.1/5 |
| Sentry | 3.7/5 |
| Tricentis | 3.6/5 |
| SmartBear | 2.5/5 |
| BrowserStack | 1.5/5 |
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SmartBear Pricing
SmartBear ROI & Value For Money
2.5/5
SmartBear has a value for money and ROI score of 2.5 out of 5 stars rated by its users and customers.
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SmartBear 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 SmartBear ROI
SmartBear's ROI score was rated highest by customers from the Tech industry.
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Ranked SmartBear ROI the Highest
SmartBear ROI Score by Gender
SmartBear's ROI score was rated 1.6 by Male customers on Comparably.
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Male
1.6/5
Female
N/A
SmartBear ROI Score by Industry
SmartBear's ROI score was rated 1.9 stars by Tech industry customers.
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SmartBear Pricing vs. Competitors
Compared to its competitors, SmartBear's ROI score is rated right above BrowserStack, and is preceded by Tricentis.
| COMPANY | Pricing Score | |
|---|---|---|
| Datadog | 4.1/5 |
| Sentry | 4/5 |
| Tricentis | 3.1/5 |
| SmartBear | 2.5/5 |
| BrowserStack | 1.5/5 |
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SmartBear Customer Satisfaction (CSAT)
SmartBear Customer Satisfaction (CSAT) Score
50 / 100
SmartBear has an overall Customer Satisfaction score of 50 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
17%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
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 SmartBear Customer Satisfaction
SmartBear's Customer Satisfaction score was rated highest by customers from the Tech industry.
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Ranked SmartBear Customer Satisfaction the Highest
SmartBear Customer Satisfaction Score by Industry
SmartBear's Customer Satisfaction score was rated 50 points by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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}SmartBear Customer Satisfaction vs. Competitors
Compared to its competitors, SmartBear's Customer Satisfaction score is rated right above Sentry, and is preceded by Tricentis.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Datadog | 74% |
| Tricentis | 50% |
| SmartBear | 50% |
| Sentry | 34% |
| BrowserStack | 0% |
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SmartBear Customer Service
2.4/5
SmartBear has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
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About SmartBear's Customer Service
Address
450 Artisan Way, Somerville, MA 02145
Website
https://smartbear.com/
Phone Number
617-684-2600
SmartBear's Social Links
Quick Insights into SmartBear Customer Service
SmartBear's Customer Service score was rated highest by customers from the Tech industry.
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Ranked SmartBear Customer Service the Highest
SmartBear Customer Service Score by Gender
SmartBear's Customer Service score was rated 1.5 by Male customers on Comparably.
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Male
1.5/5
Female
N/A
SmartBear Customer Service Score by Industry
SmartBear's Customer Service score was rated 1.8 stars by Tech industry customers.
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SmartBear Customer Service vs. Competitors
Compared to its competitors, SmartBear's Customer Service score is rated right above BrowserStack, and is preceded by Tricentis.
| COMPANY | Customer Service Score | |
|---|---|---|
| Datadog | 4.1/5 |
| Sentry | 3.5/5 |
| Tricentis | 3.3/5 |
| SmartBear | 2.4/5 |
| BrowserStack | 1.5/5 |
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SmartBear as an Employer
4.2/5
SmartBear has a 4.2/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
SmartBear scored a -25 for Net Promoter Score and a 26 for Employee Net Promoter Score. NPS gauges how likely a customer of SmartBear would recommend the brand to a friend. ENPS measures how likely SmartBear employees would recommend working at SmartBear to a friend.
Net Promoter Score
-25
NPS Score
| 25% | Promoters |
|---|---|
| 25% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
26
eNPS Score
| 48% | Promoters |
|---|---|
| 30% | Passive |
| 22% | Detractors |
