0
NPS
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Brand Page
SmugMug
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About SmugMug's Brand
Every day, people upload billions of photos. SmugMug, Inc., was founded in 2002 to make sure those photos, and their photographers, have a safe, beautiful home online and a thriving, accessible community around the world. In 2018, we acquired Flickr, the best photo community site in the world for inspiration, connection, and sharing. Today, SmugMug and Flickr help photographers of all kinds protect, share, and sell their photos. From casual smartphone shutterbugs to professional portrait artists, we provide the essential tools that photographers need to grow their skillset, their following, and their profits.
Brand at a Glance
80%
Customer Loyalty
3.7/5
Product Quality
3.3/5
Pricing
3.4/5
Customer Service
SmugMug NPS
SmugMug's Net Promoter Score (NPS) is a 0 with 38% Promoters, 24% Passives, and 38% Detractors. Net Promoter Score tracks whether SmugMug's customers would recommend using the product based on a scale of -100 to 100.
SmugMug Overall NPS
| 38% | Promoters |
|---|---|
| 24% | Passives |
| 38% | Detractors |
SmugMug NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2020 -100 | Nov 2020 | -100 |
Feb 2021 0 | Feb 2021 | 0 |
Aug 2021 -33 | Aug 2021 | -33 |
Oct 2021 -25 | Oct 2021 | -25 |
Feb 2022 -20 | Feb 2022 | -20 |
Mar 2022 0 | Mar 2022 | 0 |
Oct 2022 20 | Oct 2022 | 20 |
Feb 2023 9 | Feb 2023 | 9 |
May 2023 8 | May 2023 | 8 |
Aug 2023 0 | Aug 2023 | 0 |
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.
SmugMug Customer Reviews
Out of the 2 SmugMug customer reviews 2 were positive and 0 were constructive. SmugMug customer reviews reflect that all customers have a favorable experience using the products/services of the company.
SmugMug Customer Loyalty
80%
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.
80% of SmugMug 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?"
SmugMug Product Quality
3.7/5
SmugMug has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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SmugMug Product Information
SmugMug’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Website
- https://www.smugmug.com
- Company Size
- 51-200 Employees
Industry
Tech
Consumer Services
Content
Media
SmugMug Pricing
SmugMug ROI & Value For Money
3.3/5
SmugMug has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
Sign Up to unlock SmugMug's overall ROI score rated by its users and customers.
SmugMug Customer Satisfaction (CSAT)
SmugMug Customer Satisfaction (CSAT) Score
67 / 100
SmugMug has an overall Customer Satisfaction score of 67 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
56%
Satisfied
11%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
22%
Very Dissatisfied
0%
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.
SmugMug Customer Service
3.4/5
SmugMug has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
Sign Up to unlock SmugMug's overall Customer Service score rated by its users and customers.
About SmugMug's Customer Service
Address
67 East Evelyn Avenue Suite 200, Mountain View, CA 94041
Website
https://www.smugmug.com
SmugMug's Social Links
SmugMug as an Employer
3.6/5
SmugMug has a 3.6/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
SmugMug scored a 0 for Net Promoter Score and a 50 for Employee Net Promoter Score. NPS gauges how likely a customer of SmugMug would recommend the brand to a friend. ENPS measures how likely SmugMug employees would recommend working at SmugMug to a friend.
Net Promoter Score
0
NPS Score
| 38% | Promoters |
|---|---|
| 24% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
50
eNPS Score
| 64% | Promoters |
|---|---|
| 22% | Passive |
| 14% | Detractors |
