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NPS
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The Hanover Insurance Group
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About The Hanover Insurance Group's Brand
Among its major competitors, The Hanover Insurance Group is ranked in 5th place for NPS while Achmea is 1st, and Travelers is 2nd.Their current market cap is $4.74B
Brand at a Glance
62%
Customer Loyalty
2.4/5
Product Quality
2.4/5
Pricing
2.3/5
Customer Service
The Hanover Insurance Group Ranking
- #4 / 4 of its competitors
The Hanover Insurance Group NPS
The Hanover Insurance Group's Net Promoter Score (NPS) is a -72 with 7% Promoters, 14% Passives, and 79% Detractors. Net Promoter Score tracks whether The Hanover Insurance Group's customers would recommend using the product based on a scale of -100 to 100.
The Hanover Insurance Group Overall NPS
| 7% | Promoters |
|---|---|
| 14% | Passives |
| 79% | Detractors |
The Hanover Insurance Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2022 -75 | Jun 2022 | -75 |
Jul 2022 -69 | Jul 2022 | -69 |
Sep 2022 -73 | Sep 2022 | -73 |
Oct 2022 -75 | Oct 2022 | -75 |
Jan 2023 -76 | Jan 2023 | -76 |
Apr 2023 -70 | Apr 2023 | -70 |
May 2023 -72 | May 2023 | -72 |
Aug 2023 -63 | Aug 2023 | -63 |
Oct 2023 -67 | Oct 2023 | -67 |
Aug 2024 -70 | Aug 2024 | -70 |
Dec 2024 -71 | Dec 2024 | -71 |
Apr 2025 -71 | Apr 2025 | -71 |
How Other Brands Compare
The Hanover Insurance Group is ranked #4 for NPS among its competitors. Travelers and Progressive Insurance come in first and second, with American Family Insurance coming in at third. Among those competitors, it is the lowest valued company behind Progressive Insurance.
The Hanover Insurance Group |  Travelers |  Progressive Insurance |  American Family Insurance | |
| Global Ranking | #- | #381 | #967 | #- |
| NPS | -72 | -8 | -16 | -48 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $4.74B | $37.99B | $55.91B | $9.33B |
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.
The Hanover Insurance Group NPS by Gender
Female customers rated The Hanover Insurance Group's NPS 7 points higher than Male customers.
Male
-67
The Hanover Insurance Group's NPS was rated -67 by Male customers on Comparably.
8%
Promoters
17%
Passives
75%
Detractors
Female
-60
The Hanover Insurance Group's NPS was rated -60 by Female customers on Comparably.
20%
Promoters
0%
Passives
80%
Detractors
The Hanover Insurance Group NPS by Ethnicity
The Hanover Insurance Group's NPS was rated -78 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -78 | Caucasian | -78 |
The Hanover Insurance Group NPS by Age
The Hanover Insurance Group's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
The Hanover Insurance Group NPS by Usage
The Hanover Insurance Group's NPS was rated the highest by customers who have used The Hanover Insurance Group's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -67 | Less than 1 Year | -67 |
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
Over 10 Years -63 | Over 10 Years | -63 |
The Hanover Insurance Group NPS vs. Competitors
Compared to its competitors, The Hanover Insurance Group's NPS is rated right below American Family Insurance.
| COMPANY | NPS Score | |
|---|---|---|
 | Achmea | 25 |
| Travelers | -8 |
| Progressive Insurance | -16 |
| American Family Insurance | -48 |
| The Hanover Insurance Group | -72 |
The Hanover Insurance Group Customer Reviews
Out of the 3 The Hanover Insurance Group customer reviews 0 were positive and 3 were constructive. The Hanover Insurance Group customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
The Hanover Insurance Group Customer Loyalty
62%
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.
62% of The Hanover Insurance Group 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?"
The Hanover Insurance Group Customer Loyalty Score by Gender
Male customers rated The Hanover Insurance Group's Customer Loyalty score 14% higher than Female customers.
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Male
78%
Yes
Female
64%
Yes
The Hanover Insurance Group Customer Loyalty Score by Ethnicity
The Hanover Insurance Group's Customer Loyalty score was rated 90% by Caucasian customers on Comparably.
% who answered "Yes"
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90
out of 100
Caucasian
The Hanover Insurance Group Customer Loyalty Score by Age
The Hanover Insurance Group's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 70% | 36-40 | 70% |
56-60 100% | 56-60 | 100% |
The Hanover Insurance Group Customer Loyalty Score by Usage
The Hanover Insurance Group's Customer Loyalty score was rated the highest by customers who have used The Hanover Insurance Group'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 Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
The Hanover Insurance Group Customer Loyalty Score by Industry
The Hanover Insurance Group's Customer Loyalty score was rated the highest by Insurance industry customers, and the lowest 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.
The Hanover Insurance Group Customer Loyalty vs. Competitors
Compared to its competitors, The Hanover Insurance Group's Customer Loyalty score is rated right above Achmea, and is preceded by American Family Insurance.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Travelers | 80% |
| Progressive Insurance | 80% |
| American Family Insurance | 75% |
| The Hanover Insurance Group | 62% |
| Achmea | 55% |
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The Hanover Insurance Group Product Quality
2.4/5
The Hanover Insurance Group has an overall Product Quality score of 2.4 out of 5 stars rated by its users and customers.
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The Hanover Insurance Group Product Information
The Hanover Insurance Group’s product quality score is a 2.4 out of 5 as rated by its users and customers. Reviewers from the Insurance industry rated The Hanover Insurance Group's product the highest. Reviewers from the Tech industry rated The Hanover Insurance Group the lowest at 3.
- Website
- https://www.hanover.com/
- Company Size
- 5,001-10,000 Employees
Industry
Insurance
Quick Insights into The Hanover Insurance Group Product Quality
The Hanover Insurance Group's Product Quality score was rated highest by customers who have used The Hanover Insurance Group's products/services for 1 to 2 Years, and rated lowest by customers ages 56-60.
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Ranked The Hanover Insurance Group Product Quality the Highest
Ranked The Hanover Insurance Group Product Quality the Lowest
The Hanover Insurance Group Product Quality Score by Gender
Male customers rated The Hanover Insurance Group's Product Quality score 0.4 stars higher than Female customers.
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Male
2/5
Female
1.6/5
The Hanover Insurance Group Product Quality Score by Ethnicity
The Hanover Insurance Group's Product Quality score was rated 1.7 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.7 | Caucasian | 1.7 |
The Hanover Insurance Group Product Quality Score by Age
The Hanover Insurance Group's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 3.5 | 36-40 | 3.5 |
56-60 1.5 | 56-60 | 1.5 |
The Hanover Insurance Group Product Quality Score by Usage
The Hanover Insurance Group's Product Quality score was rated the highest by customers who have used The Hanover Insurance Group's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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The Hanover Insurance Group Product Quality Score by Industry
The Hanover Insurance Group's Product Quality score was rated the highest by Insurance industry customers, and the lowest by Tech industry customers.
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The Hanover Insurance Group Product Quality vs. Competitors
Compared to its competitors, The Hanover Insurance Group's Product Quality score is rated right above American Family Insurance, and is preceded by Progressive Insurance.
| COMPANY | Product Quality Score | |
|---|---|---|
| Achmea | 3.4/5 |
| Travelers | 2.7/5 |
| Progressive Insurance | 2.7/5 |
| The Hanover Insurance Group | 2.4/5 |
| American Family Insurance | 2.3/5 |
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The Hanover Insurance Group Pricing
The Hanover Insurance Group ROI & Value For Money
2.4/5
The Hanover Insurance Group has a value for money and ROI score of 2.4 out of 5 stars rated by its users and customers.
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The Hanover Insurance Group 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 Insurance industry. The users from the Tech industry think that they had the lowest ROI from The Hanover Insurance Group.
Quick Insights into The Hanover Insurance Group ROI
The Hanover Insurance Group's ROI score was rated highest by customers who have used The Hanover Insurance Group's products/services for 1 to 2 Years, and rated lowest by customers who have used The Hanover Insurance Group's products/services for 2 to 5 Years.
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Ranked The Hanover Insurance Group ROI the Highest
Ranked The Hanover Insurance Group ROI the Lowest
The Hanover Insurance Group ROI Score by Gender
Male customers rated The Hanover Insurance Group's ROI score 0.3 stars higher than Female customers.
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Male
2.1/5
Female
1.8/5
The Hanover Insurance Group ROI Score by Ethnicity
The Hanover Insurance Group's ROI score was rated 1.9 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
The Hanover Insurance Group ROI Score by Age
The Hanover Insurance Group's ROI 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 ROI by Age data of The Hanover Insurance Group.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 3.6 | 36-40 | 3.6 |
56-60 1.7 | 56-60 | 1.7 |
The Hanover Insurance Group ROI Score by Usage
The Hanover Insurance Group's ROI score was rated the highest by customers who have used The Hanover Insurance Group's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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The Hanover Insurance Group ROI Score by Industry
The Hanover Insurance Group's ROI score was rated the highest by Insurance industry customers, and the lowest by Tech industry customers.
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The Hanover Insurance Group Pricing vs. Competitors
Compared to its competitors, The Hanover Insurance Group's ROI score is rated right above American Family Insurance, and is preceded by Progressive Insurance.
| COMPANY | Pricing Score | |
|---|---|---|
| Achmea | 3.5/5 |
| Travelers | 2.6/5 |
| Progressive Insurance | 2.5/5 |
| The Hanover Insurance Group | 2.4/5 |
| American Family Insurance | 2/5 |
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The Hanover Insurance Group Customer Satisfaction (CSAT)
The Hanover Insurance Group Customer Satisfaction (CSAT) Score
20 / 100
The Hanover Insurance Group has an overall Customer Satisfaction score of 20 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
20%
Satisfied
0%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
30%
Very Dissatisfied
45%
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 The Hanover Insurance Group Customer Satisfaction
The Hanover Insurance Group's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by customers who have used The Hanover Insurance Group's products/services for 2 to 5 Years.
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Ranked The Hanover Insurance Group Customer Satisfaction the Highest
Ranked The Hanover Insurance Group Customer Satisfaction the Lowest
The Hanover Insurance Group Customer Satisfaction Score by Gender
Male customers rated The Hanover Insurance Group's Customer Satisfaction score 2 points higher than Female customers.
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22 / 100
MaleVery Satisfied | 22% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 33% | |
Very Dissatisfied | 45% |
20 / 100
FemaleVery Satisfied | 20% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 80% |
The Hanover Insurance Group Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
The Hanover Insurance Group's Customer Satisfaction (CSAT) score was rated 22% according to Caucasian users and customers.
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22 / 100
Very Satisfied
22%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
11%
Very Dissatisfied
67%
The Hanover Insurance Group Customer Satisfaction Score by Age
The Hanover Insurance Group's Customer Satisfaction score was rated 67 points by customers ages 36-40 on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 36-40 | 67% |
The Hanover Insurance Group Customer Satisfaction Score by Usage
The Hanover Insurance Group's Customer Satisfaction score was rated the highest by customers who have used The Hanover Insurance Group's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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The Hanover Insurance Group Customer Satisfaction Score by Industry
The Hanover Insurance Group's Customer Satisfaction score was rated 67 points by Insurance industry customers.
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"title": "The Hanover Insurance Group Customer Satisfaction Score by Industry",
"text": "The Hanover Insurance Group's Customer Satisfaction score was rated 67 points by Insurance industry customers.",
"bars": [
{
"label": "Insurance",
"groupId": 526,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "The Hanover Insurance Group's Customer Satisfaction score is rated by Insurance customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 67
}
]
}The Hanover Insurance Group Customer Satisfaction vs. Competitors
Compared to its competitors, The Hanover Insurance Group's Customer Satisfaction score is rated right below American Family Insurance.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Achmea | 67% |
| Progressive Insurance | 45% |
| Travelers | 44% |
| American Family Insurance | 25% |
| The Hanover Insurance Group | 20% |
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The Hanover Insurance Group Customer Service
2.3/5
The Hanover Insurance Group has an overall Customer Service score of 2.3 out of 5 stars rated by its users and customers.
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About The Hanover Insurance Group's Customer Service
Address
Worcester, MA
Website
https://www.hanover.com/
The Hanover Insurance Group's Social Links
Quick Insights into The Hanover Insurance Group Customer Service
The Hanover Insurance Group's Customer Service score was rated highest by customers who have used The Hanover Insurance Group's products/services for 1 to 2 Years, and rated lowest by Female customers.
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Ranked The Hanover Insurance Group Customer Service the Highest
Ranked The Hanover Insurance Group Customer Service the Lowest
The Hanover Insurance Group Customer Service Score by Gender
Male customers rated The Hanover Insurance Group's Customer Service score 0.6 stars higher than Female customers.
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Male
2.1/5
Female
1.5/5
The Hanover Insurance Group Customer Service Score by Ethnicity
The Hanover Insurance Group's Customer Service score was rated 2.1 stars by Caucasian customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
The Hanover Insurance Group Customer Service Score by Age
The Hanover Insurance Group's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 3.8 | 36-40 | 3.8 |
56-60 1.5 | 56-60 | 1.5 |
The Hanover Insurance Group Customer Service Score by Usage
The Hanover Insurance Group's Customer Service score was rated the highest by customers who have used The Hanover Insurance Group's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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The Hanover Insurance Group Customer Service Score by Industry
The Hanover Insurance Group's Customer Service score was rated the highest by Insurance industry customers, and the lowest by Tech industry customers.
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The Hanover Insurance Group Customer Service vs. Competitors
Compared to its competitors, The Hanover Insurance Group's Customer Service score is rated right below American Family Insurance.
| COMPANY | Customer Service Score | |
|---|---|---|
| Achmea | 3.5/5 |
| Travelers | 2.7/5 |
| Progressive Insurance | 2.7/5 |
| American Family Insurance | 2.3/5 |
| The Hanover Insurance Group | 2.3/5 |
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The Hanover Insurance Group as an Employer
2.8/5
The Hanover Insurance Group has a 2.8/5 stars for its overall company culture rated by their employees
bottom
30%
CEO of The Hanover Insurance Group
In the Bottom 30% of Similar Sized Companies on Comparably.
Consumer vs. Employees
The Hanover Insurance Group scored a -72 for Net Promoter Score and a -25 for Employee Net Promoter Score. NPS gauges how likely a customer of The Hanover Insurance Group would recommend the brand to a friend. ENPS measures how likely The Hanover Insurance Group employees would recommend working at The Hanover Insurance Group to a friend.
Net Promoter Score
-72
NPS Score
| 7% | Promoters |
|---|---|
| 14% | Passive |
| 79% | Detractors |
Employee Net Promoter Score
-25
eNPS Score
| 32% | Promoters |
|---|---|
| 11% | Passive |
| 57% | Detractors |
