62
NPS
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Thorlabs
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About Thorlabs' Brand
Thorlabs specializes in the building blocks for laser and fiber optic systems.
Brand at a Glance
66%
Customer Loyalty
4.2/5
Product Quality
3.7/5
Pricing
3.8/5
Customer Service
Thorlabs NPS
Thorlabs's Net Promoter Score (NPS) is a 62 with 77% Promoters, 8% Passives, and 15% Detractors. Net Promoter Score tracks whether Thorlabs's customers would recommend using the product based on a scale of -100 to 100.
Thorlabs Overall NPS
| 77% | Promoters |
|---|---|
| 8% | Passives |
| 15% | Detractors |
Thorlabs NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2022 100 | Jan 2022 | 100 |
Aug 2022 100 | Aug 2022 | 100 |
Dec 2022 100 | Dec 2022 | 100 |
Mar 2023 100 | Mar 2023 | 100 |
Aug 2023 80 | Aug 2023 | 80 |
Oct 2023 83 | Oct 2023 | 83 |
Feb 2024 63 | Feb 2024 | 63 |
Mar 2024 66 | Mar 2024 | 66 |
Apr 2024 70 | Apr 2024 | 70 |
May 2024 54 | May 2024 | 54 |
May 2025 59 | May 2025 | 59 |
Oct 2025 60 | Oct 2025 | 60 |
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.
Thorlabs Customer Loyalty
66%
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.
66% of Thorlabs 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?"
Thorlabs Product Quality
4.2/5
Thorlabs has an overall Product Quality score of 4.2 out of 5 stars rated by its users and customers.
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Thorlabs Product Information
Thorlabs’s product quality score is a 4.2 out of 5 as rated by its users and customers.
- Website
- http://www.thorlabs.com/
- Company Size
- 501-1,000 Employees
Industry
Tech
Hardware and Devices
Thorlabs Pricing
Thorlabs ROI & Value For Money
3.7/5
Thorlabs has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Thorlabs Customer Satisfaction (CSAT)
Thorlabs Customer Satisfaction (CSAT) Score
100 / 100
Thorlabs has an overall Customer Satisfaction score of 100 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
50%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
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.
Thorlabs Customer Service
3.8/5
Thorlabs has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Thorlabs's Customer Service
Address
Newton, NJ
Website
http://www.thorlabs.com/
Thorlabs as an Employer
3.0/5
Thorlabs has a 3.0/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
Thorlabs scored a 62 for Net Promoter Score and a -47 for Employee Net Promoter Score. NPS gauges how likely a customer of Thorlabs would recommend the brand to a friend. ENPS measures how likely Thorlabs employees would recommend working at Thorlabs to a friend.
Net Promoter Score
62
NPS Score
| 77% | Promoters |
|---|---|
| 8% | Passive |
| 15% | Detractors |
Employee Net Promoter Score
-47
eNPS Score
| 20% | Promoters |
|---|---|
| 13% | Passive |
| 67% | Detractors |
