18
NPS
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Sojern
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About Sojern's Brand
Sojern provides digital marketing solutions for the travel industry. Powered by artificial intelligence and traveler intent data, Sojern provides multi-channel marketing solutions to drive direct demand. Thousands of hotels, attractions, tourism boards and travel marketers rely on Sojern to engage and convert travelers around the world.
Brand at a Glance
69%
Customer Loyalty
3.8/5
Product Quality
3.6/5
Pricing
3.7/5
Customer Service
Sojern NPS
Sojern's Net Promoter Score (NPS) is a 18 with 56% Promoters, 6% Passives, and 38% Detractors. Net Promoter Score tracks whether Sojern's customers would recommend using the product based on a scale of -100 to 100.
Sojern Overall NPS
| 56% | Promoters |
|---|---|
| 6% | Passives |
| 38% | Detractors |
Sojern NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2020 -100 | Aug 2020 | -100 |
Nov 2020 -100 | Nov 2020 | -100 |
Jan 2021 -50 | Jan 2021 | -50 |
Aug 2021 -20 | Aug 2021 | -20 |
May 2022 0 | May 2022 | 0 |
Aug 2022 -1 | Aug 2022 | -1 |
Sep 2022 0 | Sep 2022 | 0 |
Apr 2023 0 | Apr 2023 | 0 |
Jan 2024 9 | Jan 2024 | 9 |
Feb 2024 0 | Feb 2024 | 0 |
Apr 2024 13 | Apr 2024 | 13 |
Mar 2025 19 | Mar 2025 | 19 |
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.
Sojern Customer Loyalty
69%
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.
69% of Sojern 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?"
Sojern Product Quality
3.8/5
Sojern has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Sojern Product Information
Sojern’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Website
- https://www.sojern.com
- Company Size
- 201-500 Employees
Industry
Travel and Hospitality
Sojern Pricing
Sojern ROI & Value For Money
3.6/5
Sojern has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Sojern Customer Satisfaction (CSAT)
Sojern Customer Satisfaction (CSAT) Score
88 / 100
Sojern has an overall Customer Satisfaction score of 88 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
88%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
12%
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.
Sojern Customer Service
3.7/5
Sojern has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Sojern's Customer Service
Address
255 California St #1000, San Francisco, CA 94111
Website
https://www.sojern.com
Phone Number
1877 9SOJERN
Sojern's Social Links
Consumer vs. Employees
Sojern scored a 18 for Net Promoter Score and a 39 for Employee Net Promoter Score. NPS gauges how likely a customer of Sojern would recommend the brand to a friend. ENPS measures how likely Sojern employees would recommend working at Sojern to a friend.
Net Promoter Score
18
NPS Score
| 56% | Promoters |
|---|---|
| 6% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
39
eNPS Score
| 61% | Promoters |
|---|---|
| 17% | Passive |
| 22% | Detractors |
