12
NPS
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Support.com
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About Support.com's Brand
Support.com, Inc. is a leading provider of customer and tech support solutions and security software with a global network of home-based experts. Among its major competitors, Support.com is ranked in 12th place for NPS while IntouchCX is 1st, and TaskUs is 2nd.Their current market cap is $90.03M
Brand at a Glance
83%
Customer Loyalty
3.2/5
Product Quality
3.3/5
Pricing
3.2/5
Customer Service
Support.com CMO
Renée Soulliard
Renée Soulliard serves as the Chief Marketing Officer of Support.com. Renée started at Support.com in March of 2018. Renée currently resides in the Washington D.C. Metro Area.
Support.com Ranking
- #3 / 4 of its competitors
Support.com NPS
Support.com's Net Promoter Score (NPS) is a 12 with 56% Promoters, 0% Passives, and 44% Detractors. Net Promoter Score tracks whether Support.com's customers would recommend using the product based on a scale of -100 to 100.
Support.com Overall NPS
| 56% | Promoters |
|---|---|
| 0% | Passives |
| 44% | Detractors |
Support.com NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 100 | Jul 2021 | 100 |
Aug 2021 33 | Aug 2021 | 33 |
Jan 2022 0 | Jan 2022 | 0 |
Jun 2022 -20 | Jun 2022 | -20 |
Feb 2023 -33 | Feb 2023 | -33 |
Jul 2023 11 | Jul 2023 | 11 |
How Other Brands Compare
Support.com is ranked third for NPS among its competitors. Infosys and Concentrix come in first and second, with Cognizant Technology Solutions coming in at #4. Among those competitors, it is the lowest valued company behind Infosys.
Support.com |  Concentrix |  Cognizant Technology Solutions |  Infosys | |
| Global Ranking | #- | #363 | #423 | #502 |
| NPS | 12 | 15 | 5 | 15 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | - | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $90.03M | $4.34B | $26.75B | $80.98B |
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.
Support.com NPS by Gender
Support.com's NPS was rated 66 by Male customers on Comparably.
Male
66
Support.com's NPS was rated 66 by Male customers on Comparably.
83%
Promoters
0%
Passives
17%
Detractors
Female
N/A
Support.com's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Support.com NPS by Ethnicity
Support.com's NPS was rated 100 points by Native American customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Native American 100 | Native American | 100 |
Support.com NPS by Usage
Support.com's NPS was rated 50 points by customers who have used Support.com's products/services for 1 to 2 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 50 | 1 to 2 Years | 50 |
Support.com NPS vs. Competitors
Compared to its competitors, Support.com's NPS is rated right above Cognizant Technology Solutions, and is preceded by Concentrix.
Support.com Customer Reviews
Out of the 3 Support.com customer reviews 2 were positive and 1 was constructive. Support.com customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Support.com Customer Loyalty
83%
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.
83% of Support.com users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Support.com Customer Loyalty Score by Gender
Support.com's Customer Loyalty score was rated 85 by Male customers on Comparably.
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Male
85%
Yes
Female
N/A
Yes
Support.com Customer Loyalty Score by Ethnicity
Support.com's Customer Loyalty score was rated 100% by Native American customers on Comparably.
% who answered "Yes"
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100
out of 100
Native American
Support.com Customer Loyalty Score by Usage
Support.com's Customer Loyalty score was rated 78% by customers who have used Support.com's products/services for 1 to 2 Years.
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Support.com Customer Loyalty Score by Industry
Support.com's Customer Loyalty score was rated 100% by Tech industry customers.
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Support.com Customer Loyalty vs. Competitors
Compared to its competitors, Support.com's Customer Loyalty score is rated right above IntouchCX, and is preceded by Alorica.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
 | TaskUs | 85% |
 | Wipro Limited | 85% |
 | VXI Global Solutions | 85% |
 | Sutherland Global Services | 84% |
 | Alorica | 83% |
| Support.com | 83% |
 | IntouchCX | 82% |
 | Tech Mahindra | 82% |
| Infosys | 82% |
| Cognizant Technology Solutions | 82% |
 | TP | 78% |
 | HCLTech | 78% |
 | Capgemini | 77% |
| Concentrix | 75% |
 | Macquarie Group | 74% |
 | TTEC | 73% |
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Support.com Product Quality
3.2/5
Support.com has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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Support.com Product Information
Support.com’s product quality score is a 3.2 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Support.com's product the highest.
- Website
- http://www.support.com
- Company Size
- 501-1,000 Employees
Industry
Outsourcing or Offshoring
Quick Insights into Support.com Product Quality
Support.com's Product Quality score was rated highest by Native American customers.
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Ranked Support.com Product Quality the Highest
Support.com Product Quality Score by Gender
Support.com's Product Quality score was rated 4.1 by Male customers on Comparably.
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Male
4.1/5
Female
N/A
Support.com Product Quality Score by Ethnicity
Support.com's Product Quality score was rated 5 stars by Native American customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Support.com.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Native American 5 | Native American | 5 |
Support.com Product Quality Score by Usage
Support.com's Product Quality score was rated 3.9 stars by customers who have used Support.com's products/services for 1 to 2 Years.
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Support.com Product Quality Score by Industry
Support.com's Product Quality score was rated 4.6 stars by Tech industry customers.
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Support.com Product Quality vs. Competitors
Compared to its competitors, Support.com's Product Quality score is rated right below TTEC.
| COMPANY | Product Quality Score | |
|---|---|---|
| IntouchCX | 4.3/5 |
| TaskUs | 4.1/5 |
| TP | 4/5 |
| Alorica | 4/5 |
| Wipro Limited | 3.9/5 |
| Macquarie Group | 3.9/5 |
| Tech Mahindra | 3.9/5 |
| Sutherland Global Services | 3.9/5 |
| VXI Global Solutions | 3.8/5 |
| Concentrix | 3.8/5 |
| Infosys | 3.7/5 |
| Capgemini | 3.7/5 |
| HCLTech | 3.7/5 |
| Cognizant Technology Solutions | 3.4/5 |
| TTEC | 3.2/5 |
| Support.com | 3.2/5 |
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Support.com Pricing
Support.com ROI & Value For Money
3.3/5
Support.com has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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Support.com 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 Support.com ROI
Support.com's ROI score was rated highest by Native American customers.
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Ranked Support.com ROI the Highest
Support.com ROI Score by Gender
Support.com's ROI score was rated 4.1 by Male customers on Comparably.
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Male
4.1/5
Female
N/A
Support.com ROI Score by Ethnicity
Support.com's ROI score was rated 5 stars by Native American customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Native American 5 | Native American | 5 |
Support.com ROI Score by Usage
Support.com's ROI score was rated 3.9 stars by customers who have used Support.com's products/services for 1 to 2 Years.
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Support.com ROI Score by Industry
Support.com's ROI score was rated 4.8 stars by Tech industry customers.
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Support.com Pricing vs. Competitors
Compared to its competitors, Support.com's ROI score is rated right above TTEC, and is preceded by Concentrix.
| COMPANY | Pricing Score | |
|---|---|---|
| TaskUs | 4.2/5 |
| IntouchCX | 4.1/5 |
| Macquarie Group | 4/5 |
| TP | 3.9/5 |
| Alorica | 3.9/5 |
| VXI Global Solutions | 3.8/5 |
| Capgemini | 3.8/5 |
| Tech Mahindra | 3.8/5 |
| Wipro Limited | 3.8/5 |
| Infosys | 3.7/5 |
| Sutherland Global Services | 3.6/5 |
| HCLTech | 3.6/5 |
| Cognizant Technology Solutions | 3.5/5 |
| Concentrix | 3.4/5 |
| Support.com | 3.3/5 |
| TTEC | 3/5 |
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Support.com Customer Satisfaction (CSAT)
Support.com Customer Satisfaction (CSAT) Score
57 / 100
Support.com has an overall Customer Satisfaction score of 57 rated by its users and customers.
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Very Satisfied
57%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
14%
Very Dissatisfied
29%
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 Support.com Customer Satisfaction
Support.com's Customer Satisfaction score was rated highest by Native American customers.
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Ranked Support.com Customer Satisfaction the Highest
Support.com Customer Satisfaction Score by Gender
Support.com's Customer Satisfaction score was rated 80 by Male customers on Comparably.
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80 / 100
MaleVery Satisfied | 80% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 20% |
Support.com Customer Satisfaction Score by Ethnicity
CSAT according to Native American
Support.com's Customer Satisfaction (CSAT) score was rated 100% according to Native American users and customers.
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100 / 100
Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Support.com Customer Satisfaction Score by Usage
Support.com's Customer Satisfaction score was rated 67 points by customers who have used Support.com's products/services for 1 to 2 Years.
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Support.com Customer Satisfaction vs. Competitors
Compared to its competitors, Support.com's Customer Satisfaction score is rated right above Concentrix, and is preceded by TaskUs.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Wipro Limited | 83% |
| Alorica | 80% |
| TP | 78% |
| Infosys | 77% |
| Macquarie Group | 76% |
| Tech Mahindra | 76% |
| Sutherland Global Services | 76% |
| HCLTech | 74% |
| Capgemini | 69% |
| IntouchCX | 68% |
| VXI Global Solutions | 67% |
| Cognizant Technology Solutions | 64% |
| TaskUs | 61% |
| Support.com | 57% |
| Concentrix | 49% |
| TTEC | 43% |
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Support.com Customer Service
3.2/5
Support.com has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About Support.com's Customer Service
Address
777 South Figueroa Street, Los Angeles, CA 90017
Website
http://www.support.com
Support.com's Social Links
Quick Insights into Support.com Customer Service
Support.com's Customer Service score was rated highest by Native American customers.
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Ranked Support.com Customer Service the Highest
Support.com Customer Service Score by Gender
Support.com's Customer Service score was rated 4.1 by Male customers on Comparably.
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Male
4.1/5
Female
N/A
Support.com Customer Service Score by Ethnicity
Support.com's Customer Service score was rated 5 stars by Native American customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Support.com.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Native American 5 | Native American | 5 |
Support.com Customer Service Score by Usage
Support.com's Customer Service score was rated 3.7 stars by customers who have used Support.com's products/services for 1 to 2 Years.
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Support.com Customer Service Score by Industry
Support.com's Customer Service score was rated 4.6 stars by Tech industry customers.
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Support.com Customer Service vs. Competitors
Compared to its competitors, Support.com's Customer Service score is rated right above TTEC, and is preceded by Cognizant Technology Solutions.
| COMPANY | Customer Service Score | |
|---|---|---|
| IntouchCX | 4.2/5 |
| TaskUs | 4/5 |
| TP | 4/5 |
| Macquarie Group | 4/5 |
| Wipro Limited | 4/5 |
| Alorica | 4/5 |
| VXI Global Solutions | 3.9/5 |
| Sutherland Global Services | 3.9/5 |
| Tech Mahindra | 3.8/5 |
| Infosys | 3.8/5 |
| Capgemini | 3.8/5 |
| Concentrix | 3.7/5 |
| HCLTech | 3.7/5 |
| Cognizant Technology Solutions | 3.5/5 |
| Support.com | 3.2/5 |
| TTEC | 3.1/5 |
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Support.com as an Employer
3.7/5
Support.com has a 3.7/5 stars for its overall company culture rated by their employees
bottom
25%
Consumer vs. Employees
Support.com scored a 12 for Net Promoter Score and a -4 for Employee Net Promoter Score. NPS gauges how likely a customer of Support.com would recommend the brand to a friend. ENPS measures how likely Support.com employees would recommend working at Support.com to a friend.
Net Promoter Score
12
NPS Score
| 56% | Promoters |
|---|---|
| 0% | Passive |
| 44% | Detractors |
Employee Net Promoter Score
-4
eNPS Score
| 45% | Promoters |
|---|---|
| 6% | Passive |
| 49% | Detractors |
