-34
NPS
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Total
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About Total's Brand
Operator of an international gas and oil company. The company provides integrated oil and gas products and services within the energy sector, including oil and gas exploration, production, refining, chemicals and petroleum marketing services. Among its major competitors, Total is ranked in 5th place for NPS while Royal Dutch Shell is 1st, and Chevron Corporation is 2nd.Their current market cap is $127.02B
Brand at a Glance
53%
Customer Loyalty
3.5/5
Product Quality
3.3/5
Pricing
3.3/5
Customer Service
Total Ranking
- #4 / 4 of its competitors
Total NPS
Total's Net Promoter Score (NPS) is a -34 with 33% Promoters, 0% Passives, and 67% Detractors. Net Promoter Score tracks whether Total's customers would recommend using the product based on a scale of -100 to 100.
Total Overall NPS
| 33% | Promoters |
|---|---|
| 0% | Passives |
| 67% | Detractors |
Total NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2021 -100 | Feb 2021 | -100 |
Sep 2021 -100 | Sep 2021 | -100 |
Aug 2022 -33 | Aug 2022 | -33 |
How Other Brands Compare
Total is ranked #4 for NPS among its competitors. Royal Dutch Shell and Chevron Corporation come in first and second, with BP coming in at third. Among those competitors, it is the second most valued company behind Chevron Corporation.
Total |  Chevron Corporation |  BP |  Royal Dutch Shell | |
| Global Ranking | #- | #159 | #178 | #496 |
| NPS | -34 | 30 | 19 | 34 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $127.02B | $200.43B | $641.41M | $63.46B |
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.
Total NPS vs. Competitors
Compared to its competitors, Total's NPS is rated right below OMV.
| COMPANY | NPS Score | |
|---|---|---|
| Royal Dutch Shell | 34 |
| Chevron Corporation | 30 |
 | ENI S.p.A. | 22 |
| BP | 19 |
 | OMV | N/A |
| Total | -34 |
Total Customer Loyalty
53%
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.
53% of Total users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Total Customer Loyalty vs. Competitors
Compared to its competitors, Total's Customer Loyalty score is rated right above OMV, and is preceded by BP.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Royal Dutch Shell | 82% |
| ENI S.p.A. | 79% |
| Chevron Corporation | 76% |
| BP | 75% |
| Total | 53% |
| OMV | N/A |
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Total Product Quality
3.5/5
Total has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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Total Product Information
Total’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Website
- www.total.com
- Company Size
- 10,000+ Employees
Total Product Quality vs. Competitors
Compared to its competitors, Total's Product Quality score is rated right above OMV, and is preceded by BP.
| COMPANY | Product Quality Score | |
|---|---|---|
| Royal Dutch Shell | 4.1/5 |
| ENI S.p.A. | 4/5 |
| Chevron Corporation | 3.9/5 |
| BP | 3.8/5 |
| Total | 3.5/5 |
| OMV | N/A |
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Total Pricing
Total ROI & Value For Money
3.3/5
Total 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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Total Pricing vs. Competitors
Compared to its competitors, Total's ROI score is rated right above OMV, and is preceded by BP.
| COMPANY | Pricing Score | |
|---|---|---|
| Royal Dutch Shell | 4/5 |
| ENI S.p.A. | 3.9/5 |
| Chevron Corporation | 3.7/5 |
| BP | 3.7/5 |
| Total | 3.3/5 |
| OMV | N/A |
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Total Customer Satisfaction (CSAT)
Total Customer Satisfaction (CSAT) Score
50 / 100
Total has an overall Customer Satisfaction score of 50 rated by its users and customers.
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Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
50%
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.
Total Customer Satisfaction vs. Competitors
Compared to its competitors, Total's Customer Satisfaction score is rated right above OMV, and is preceded by Chevron Corporation.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Royal Dutch Shell | 82% |
| BP | 77% |
| ENI S.p.A. | 76% |
| Chevron Corporation | 69% |
| Total | 50% |
| OMV | 0% |
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Total Customer Service
3.3/5
Total has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
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About Total's Customer Service
Address
92078
Website
www.total.com
Phone Number
7
Total Customer Service vs. Competitors
Compared to its competitors, Total's Customer Service score is rated right above OMV, and is preceded by Chevron Corporation.
| COMPANY | Customer Service Score | |
|---|---|---|
| ENI S.p.A. | 4.2/5 |
| Royal Dutch Shell | 4.1/5 |
| BP | 3.8/5 |
| Chevron Corporation | 3.7/5 |
| Total | 3.3/5 |
| OMV | N/A |
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Consumer vs. Employees
Total scored a -34 for Net Promoter Score and a 50 for Employee Net Promoter Score. NPS gauges how likely a customer of Total would recommend the brand to a friend. ENPS measures how likely Total employees would recommend working at Total to a friend.
Net Promoter Score
-34
NPS Score
| 33% | Promoters |
|---|---|
| 0% | Passive |
| 67% | Detractors |
Employee Net Promoter Score
50
eNPS Score
| 50% | Promoters |
|---|---|
| 50% | Passive |
| 0% | Detractors |
