-80
NPS
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SmileDirectClub
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About SmileDirectClub's Brand
SmileDirectClub is the next generation oral care company with the first medtech platform for teeth straightening.
Brand at a Glance
63%
Customer Loyalty
1.5/5
Product Quality
1.5/5
Pricing
1.5/5
Customer Service
SmileDirectClub CMO
John Sheldon
John Sheldon serves as the Chief Marketing Officer of SmileDirectClub. John started at SmileDirectClub in January of 2019. John currently resides in the Greater New York City Area.
SmileDirectClub NPS
SmileDirectClub's Net Promoter Score (NPS) is a -80 with 8% Promoters, 4% Passives, and 88% Detractors. Net Promoter Score tracks whether SmileDirectClub's customers would recommend using the product based on a scale of -100 to 100.
SmileDirectClub Overall NPS
| 8% | Promoters |
|---|---|
| 4% | Passives |
| 88% | Detractors |
SmileDirectClub NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2023 -79 | May 2023 | -79 |
Jun 2023 -79 | Jun 2023 | -79 |
Aug 2023 -79 | Aug 2023 | -79 |
Sep 2023 -79 | Sep 2023 | -79 |
Oct 2023 -79 | Oct 2023 | -79 |
Nov 2023 -81 | Nov 2023 | -81 |
Dec 2023 -81 | Dec 2023 | -81 |
Jan 2024 -81 | Jan 2024 | -81 |
Feb 2024 -80 | Feb 2024 | -80 |
Sep 2024 -80 | Sep 2024 | -80 |
Jan 2025 -80 | Jan 2025 | -80 |
Mar 2025 -80 | Mar 2025 | -80 |
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.
SmileDirectClub NPS by Gender
Male customers rated SmileDirectClub's NPS 14 points higher than Female customers.
Male
-80
SmileDirectClub's NPS was rated -80 by Male customers on Comparably.
10%
Promoters
0%
Passives
90%
Detractors
Female
-94
SmileDirectClub's NPS was rated -94 by Female customers on Comparably.
3%
Promoters
0%
Passives
97%
Detractors
SmileDirectClub NPS by Ethnicity
SmileDirectClub's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -92 | Caucasian | -92 |
Hispanic or Latino -100 | Hispanic or Latino | -100 |
African American/Black -50 | African American/Black | -50 |
Other -100 | Other | -100 |
SmileDirectClub NPS by Age
SmileDirectClub's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
SmileDirectClub NPS by Usage
SmileDirectClub's NPS was rated the highest by customers who have used SmileDirectClub's products/services for 1 to 2 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 -100 | Less than 1 Year | -100 |
1 to 2 Years -78 | 1 to 2 Years | -78 |
2 to 5 Years -84 | 2 to 5 Years | -84 |
SmileDirectClub Customer Reviews
Out of the 13 SmileDirectClub customer reviews 0 were positive and 13 were constructive. SmileDirectClub customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
SmileDirectClub Customer Loyalty
63%
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.
63% of SmileDirectClub 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?"
SmileDirectClub Customer Loyalty Score by Gender
Male customers rated SmileDirectClub's Customer Loyalty score 9% higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of SmileDirectClub.
Male
66%
Yes
Female
57%
Yes
SmileDirectClub Customer Loyalty Score by Ethnicity
SmileDirectClub's Customer Loyalty score was rated the highest by African American/Black 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 SmileDirectClub.
61
out of 100
Caucasian
70
out of 100
Hispanic or Latino
78
out of 100
African American/Black
68
out of 100
Other
SmileDirectClub Customer Loyalty Score by Age
SmileDirectClub's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 51-55.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of SmileDirectClub.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
26-30 55% | 26-30 | 55% |
31-35 55% | 31-35 | 55% |
36-40 64% | 36-40 | 64% |
41-45 85% | 41-45 | 85% |
46-50 60% | 46-50 | 60% |
51-55 40% | 51-55 | 40% |
56-60 64% | 56-60 | 64% |
SmileDirectClub Customer Loyalty Score by Usage
SmileDirectClub's Customer Loyalty score was rated the highest by customers who have used SmileDirectClub's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
SmileDirectClub Customer Loyalty Score by Industry
SmileDirectClub's Customer Loyalty score was rated the highest by Education industry customers, and the lowest 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.
SmileDirectClub Product Quality
1.5/5
SmileDirectClub has an overall Product Quality score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock SmileDirectClub's overall Product Quality score rated by its users and customers.
SmileDirectClub Product Information
SmileDirectClub’s product quality score is a 1.5 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated SmileDirectClub's product the highest. Reviewers from the Accounting industry rated SmileDirectClub the lowest at 1.5.
- Website
- http://smiledirectclub.com
- Company Size
- 1,001-5,000 Employees
Industry
Healthcare, Hospitals and Medicine
Quick Insights into SmileDirectClub Product Quality
SmileDirectClub's Product Quality score was rated highest by customers from the Tech industry, and rated lowest by customers from the Retail industry.
Sign Up to unlock insights into how customers have ranked SmileDirectClub's Product Quality.
Ranked SmileDirectClub Product Quality the Highest
Ranked SmileDirectClub Product Quality the Lowest
SmileDirectClub Product Quality Score by Gender
SmileDirectClub's Product Quality score was rated 1.5 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of SmileDirectClub.
Male
1.5/5
Female
1.5/5
SmileDirectClub Product Quality Score by Ethnicity
SmileDirectClub's Product Quality score was rated 1.5 stars by both African American/Black and Other customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of SmileDirectClub.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.5 | Other | 1.5 |
SmileDirectClub Product Quality Score by Age
SmileDirectClub's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of SmileDirectClub.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.6 | 41-45 | 1.6 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
SmileDirectClub Product Quality Score by Usage
SmileDirectClub's Product Quality score was rated 1.5 stars by customers who have used SmileDirectClub's products/services for 1 to 2 Years, and by customers with Less than 1 Year of usage.
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SmileDirectClub Product Quality Score by Industry
SmileDirectClub's Product Quality score was rated the highest by Tech industry customers, and the lowest by Retail industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
SmileDirectClub Pricing
SmileDirectClub ROI & Value For Money
1.5/5
SmileDirectClub has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock SmileDirectClub's overall ROI score rated by its users and customers.
SmileDirectClub 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 SmileDirectClub ROI
SmileDirectClub's ROI score was rated highest by African American/Black customers, and rated lowest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked SmileDirectClub's ROI score.
Ranked SmileDirectClub ROI the Highest
Ranked SmileDirectClub ROI the Lowest
SmileDirectClub ROI Score by Gender
SmileDirectClub's ROI score was rated 1.5 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of SmileDirectClub.
Male
1.5/5
Female
1.5/5
SmileDirectClub ROI Score by Ethnicity
SmileDirectClub's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of SmileDirectClub.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.7 | African American/Black | 1.7 |
Other 1.5 | Other | 1.5 |
SmileDirectClub ROI Score by Age
SmileDirectClub's ROI score was rated 1.5 stars by customers ages 18-25 and customers ages 56-60 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of SmileDirectClub.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
SmileDirectClub ROI Score by Usage
SmileDirectClub's ROI score was rated 1.5 stars by customers who have used SmileDirectClub's products/services for 1 to 2 Years, and by customers with Less than 1 Year of usage.
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SmileDirectClub ROI Score by Industry
SmileDirectClub's ROI score was rated 1.5 stars by both Accounting and Tech industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
SmileDirectClub Customer Satisfaction (CSAT)
SmileDirectClub Customer Satisfaction (CSAT) Score
3 / 100
SmileDirectClub has an overall Customer Satisfaction score of 3 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
3%
Satisfied
0%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
17%
Very Dissatisfied
77%
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 SmileDirectClub Customer Satisfaction
SmileDirectClub's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by customers from the Tech industry.
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Ranked SmileDirectClub Customer Satisfaction the Highest
Ranked SmileDirectClub Customer Satisfaction the Lowest
SmileDirectClub Customer Satisfaction Score by Gender
Female customers rated SmileDirectClub's Customer Satisfaction score 0 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of SmileDirectClub.
0
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 29% | |
Very Dissatisfied | 64% |
4 / 100
FemaleVery Satisfied | 4% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 11% | |
Very Dissatisfied | 85% |
SmileDirectClub Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
SmileDirectClub's Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of SmileDirectClub.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
17%
Very Dissatisfied
79%
CSAT according to Hispanic or Latino
SmileDirectClub's Customer Satisfaction (CSAT) score was rated 33% according to Hispanic or Latino users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of SmileDirectClub.
33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
33%
Very Dissatisfied
34%
CSAT according to Other
SmileDirectClub's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of SmileDirectClub.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
7%
Very Dissatisfied
93%
SmileDirectClub Customer Satisfaction Score by Age
SmileDirectClub's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of SmileDirectClub.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 0% | |||||||||||||||
| 26-30 | 0% | |||||||||||||||
| 31-35 | 0% | |||||||||||||||
| 36-40 | 33% | |||||||||||||||
| 41-45 | 0% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 0% | |||||||||||||||
| 56-60 | 0% |
SmileDirectClub Customer Satisfaction Score by Usage
SmileDirectClub's Customer Satisfaction score was rated the highest by customers who have used SmileDirectClub's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
SmileDirectClub Customer Satisfaction Score by Industry
SmileDirectClub's Customer Satisfaction score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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}SmileDirectClub Customer Service
1.5/5
SmileDirectClub has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock SmileDirectClub's overall Customer Service score rated by its users and customers.
About SmileDirectClub's Customer Service
Address
414 Union St, Nashville, TN 37219
Website
http://smiledirectclub.com
Phone Number
800-848-7566
SmileDirectClub's Social Links
Quick Insights into SmileDirectClub Customer Service
SmileDirectClub's Customer Service score was rated highest by customers from the Retail industry, and rated lowest by customers from the Tech industry.
Sign Up to unlock insights into how customers have ranked SmileDirectClub's Customer Service score.
Ranked SmileDirectClub Customer Service the Highest
Ranked SmileDirectClub Customer Service the Lowest
SmileDirectClub Customer Service Score by Gender
SmileDirectClub's Customer Service score was rated 1.5 by both Female and Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of SmileDirectClub.
Male
1.5/5
Female
1.5/5
SmileDirectClub Customer Service Score by Ethnicity
SmileDirectClub's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of SmileDirectClub.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.6 | African American/Black | 1.6 |
Other 1.5 | Other | 1.5 |
SmileDirectClub Customer Service Score by Age
SmileDirectClub's Customer Service score was rated 1.5 stars by customers ages 18-25 and customers ages 56-60 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of SmileDirectClub.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 1.5 | 18-25 | 1.5 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
SmileDirectClub Customer Service Score by Usage
SmileDirectClub's Customer Service score was rated 1.5 stars by customers who have used SmileDirectClub's products/services for 1 to 2 Years, and by customers with Less than 1 Year of usage.
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SmileDirectClub Customer Service Score by Industry
SmileDirectClub's Customer Service score was rated the highest by Retail industry customers, and the lowest by Tech industry customers.
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SmileDirectClub as an Employer
4.6/5
SmileDirectClub has a 4.6/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
SmileDirectClub scored a -80 for Net Promoter Score and a 61 for Employee Net Promoter Score. NPS gauges how likely a customer of SmileDirectClub would recommend the brand to a friend. ENPS measures how likely SmileDirectClub employees would recommend working at SmileDirectClub to a friend.
Net Promoter Score
-80
NPS Score
| 8% | Promoters |
|---|---|
| 4% | Passive |
| 88% | Detractors |
Employee Net Promoter Score
61
eNPS Score
| 75% | Promoters |
|---|---|
| 11% | Passive |
| 14% | Detractors |
