14
NPS
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Thorntons
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About Thorntons' Brand
"Thorntons is a chocolate company that delivers chocolates, gifts and sweets in the United Kingdom."
Brand at a Glance
69%
Customer Loyalty
3.4/5
Product Quality
2.9/5
Pricing
3.1/5
Customer Service
Thorntons NPS
Thorntons's Net Promoter Score (NPS) is a 14 with 50% Promoters, 14% Passives, and 36% Detractors. Net Promoter Score tracks whether Thorntons's customers would recommend using the product based on a scale of -100 to 100.
Thorntons Overall NPS
| 50% | Promoters |
|---|---|
| 14% | Passives |
| 36% | Detractors |
Thorntons NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2020 100 | Jul 2020 | 100 |
Mar 2021 0 | Mar 2021 | 0 |
Apr 2021 -33 | Apr 2021 | -33 |
May 2021 0 | May 2021 | 0 |
Oct 2021 0 | Oct 2021 | 0 |
Feb 2022 25 | Feb 2022 | 25 |
Apr 2022 22 | Apr 2022 | 22 |
Dec 2022 9 | Dec 2022 | 9 |
Feb 2023 -1 | Feb 2023 | -1 |
Jun 2023 8 | Jun 2023 | 8 |
Oct 2023 15 | Oct 2023 | 15 |
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.
Thorntons NPS by Gender
Thorntons's NPS was rated 0 by Male customers on Comparably.
Male
0
Thorntons's NPS was rated by Male customers on Comparably.
25%
Promoters
50%
Passives
25%
Detractors
Female
N/A
Thorntons's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Thorntons NPS by Ethnicity
Thorntons's NPS was rated -33 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -33 | Caucasian | -33 |
Thorntons Customer Reviews
Out of the 2 Thorntons customer reviews 2 were positive and 0 were constructive. Thorntons customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Thorntons 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 Thorntons 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?"
Thorntons Customer Loyalty Score by Gender
Thorntons's Customer Loyalty score was rated 55 by Male customers on Comparably.
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Male
55%
Yes
Female
N/A
Yes
Thorntons Customer Loyalty Score by Ethnicity
Thorntons's Customer Loyalty score was rated 40% by Caucasian customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Thorntons.
40
out of 100
Caucasian
Thorntons Product Quality
3.4/5
Thorntons has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Thorntons Product Information
Thorntons’s product quality score is a 3.4 out of 5 as rated by its users and customers.
- Website
- http://thorntons.co.uk/
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Food & Beverages
Quick Insights into Thorntons Product Quality
Thorntons's Product Quality score was rated highest by Male customers.
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Ranked Thorntons Product Quality the Highest
Thorntons Product Quality Score by Gender
Thorntons's Product Quality score was rated 3.4 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Thorntons.
Male
3.4/5
Female
N/A
Thorntons Product Quality Score by Ethnicity
Thorntons's Product Quality score was rated 2.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Thorntons.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Thorntons Pricing
Thorntons ROI & Value For Money
2.9/5
Thorntons has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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Quick Insights into Thorntons ROI
Thorntons's ROI score was rated highest by Male customers.
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Ranked Thorntons ROI the Highest
Thorntons ROI Score by Gender
Thorntons's ROI score was rated 3.4 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Thorntons.
Male
3.4/5
Female
N/A
Thorntons ROI Score by Ethnicity
Thorntons's ROI score was rated 2.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Thorntons.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Thorntons Customer Satisfaction (CSAT)
Thorntons Customer Satisfaction (CSAT) Score
67 / 100
Thorntons 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
11%
Satisfied
56%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
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 Thorntons Customer Satisfaction
Thorntons's Customer Satisfaction score was rated highest by Male customers.
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Ranked Thorntons Customer Satisfaction the Highest
Thorntons Customer Satisfaction Score by Gender
Thorntons's Customer Satisfaction score was rated 75 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Thorntons.
75 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 75% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 25% |
Thorntons Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Thorntons' Customer Satisfaction (CSAT) score was rated 67% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Thorntons.
67 / 100
Very Satisfied
0%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
Thorntons Customer Service
3.1/5
Thorntons has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About Thorntons's Customer Service
Address
Allerton, IA
Website
http://thorntons.co.uk/
Quick Insights into Thorntons Customer Service
Thorntons's Customer Service score was rated highest by Male customers.
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Ranked Thorntons Customer Service the Highest
Thorntons Customer Service Score by Gender
Thorntons's Customer Service score was rated 3.4 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Thorntons.
Male
3.4/5
Female
N/A
Thorntons Customer Service Score by Ethnicity
Thorntons's Customer Service score was rated 2.8 stars by Caucasian customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Thorntons.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Thorntons as an Employer
4.1/5
Thorntons has a 4.1/5 stars for its overall company culture rated by their employees
bottom
25%
Consumer vs. Employees
Thorntons scored a 14 for Net Promoter Score and a 13 for Employee Net Promoter Score. NPS gauges how likely a customer of Thorntons would recommend the brand to a friend. ENPS measures how likely Thorntons employees would recommend working at Thorntons to a friend.
Net Promoter Score
14
NPS Score
| 50% | Promoters |
|---|---|
| 14% | Passive |
| 36% | Detractors |
Employee Net Promoter Score
13
eNPS Score
| 40% | Promoters |
|---|---|
| 33% | Passive |
| 27% | Detractors |
