-8
NPS
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Totango
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About Totango's Brand
Totango is a leading platform that helps businesses simplify their Customer Success operations. Among its major competitors, Totango is ranked in 7th place for NPS while ChurnZero is 1st, and Gainsight is 2nd.
Brand at a Glance
4.1/5
Product Quality
3.8/5
Pricing
3.7/5
Customer Service
Totango Ranking
- #4 / 4 of its competitors
Totango NPS
Totango's Net Promoter Score (NPS) is a -8 with 36% Promoters, 20% Passives, and 44% Detractors. Net Promoter Score tracks whether Totango's customers would recommend using the product based on a scale of -100 to 100.
Totango Overall NPS
| 36% | Promoters |
|---|---|
| 20% | Passives |
| 44% | Detractors |
Totango NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2020 -9 | Aug 2020 | -9 |
Jun 2022 -8 | Jun 2022 | -8 |
How Other Brands Compare
Totango is ranked #4 for NPS among its competitors. Gainsight and Wolters Kluwer come in first and second, with Intercom coming in at third.
Totango |  Wolters Kluwer |  Gainsight |  Intercom | |
| Global Ranking | #- | #658 | #663 | #- |
| NPS | -8 | 22 | 43 | -4 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | - | $18.93B | $500.00M | $1.30B |
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.
Totango NPS by Usage
Totango's NPS was rated the highest by customers who have used Totango's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years 17 | 2 to 5 Years | 17 |
5 to 10 Years -32 | 5 to 10 Years | -32 |
Totango NPS vs. Competitors
Compared to its competitors, Totango's NPS is rated right below Intercom.
| COMPANY | NPS Score | |
|---|---|---|
 | ChurnZero | 79 |
| Gainsight | 43 |
 | Mixpanel | 28 |
| Wolters Kluwer | 22 |
 | CLARABRIDGE, INC. | 0 |
 | BuildingIQ | N/A |
 | ClientSuccess | N/A |
| Intercom | -4 |
| Totango | -8 |
Totango Product Quality
4.1/5
Totango has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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Totango Product Information
Totango serves markets in the United States, Asia, China, Europe, Japan, Middle-East and Africa, Australia, Canada, India, United Kingdom, Latin America, and Germany. Totango supports iOS and Web devices and offers products for small, medium, and large sized businesses.
Totango’s product quality score is a 4.1 out of 5 as rated by its users and customers.
- Website
- http://www.totango.com
- Company Size
- 51-200 Employees
Industry
Tech
Analytics
Business Services
Consumer Services
SaaS
Languages Supported
English
Product Type
Marketing Automation Software
Online Marketing Software
Customer Experience Software
Personalization and Behavioral Targeting Software
Customer Success Software
Campaign Management Software
Customer Satisfaction Software
Customer Engagement Software
Totango Product Quality vs. Competitors
Compared to its competitors, Totango's Product Quality score is rated right above Mixpanel, and is preceded by Gainsight.
| COMPANY | Product Quality Score | |
|---|---|---|
| ChurnZero | 4.5/5 |
| Gainsight | 4.1/5 |
| Totango | 4.1/5 |
| Mixpanel | 4/5 |
| Wolters Kluwer | 3.7/5 |
| CLARABRIDGE, INC. | 3.5/5 |
| Intercom | 3.4/5 |
| BuildingIQ | N/A |
| ClientSuccess | N/A |
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Totango Pricing
Totango ROI & Value For Money
3.8/5
Totango has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Totango Pricing Plans
Totango has a pricing structure that accommodates small, medium, and large businesses.
Who Uses Totango?
Small Businesses
Medium Businesses
Large Enterprises
Totango Pricing vs. Competitors
Compared to its competitors, Totango's ROI score is rated right above Wolters Kluwer, and is preceded by Mixpanel.
| COMPANY | Pricing Score | |
|---|---|---|
| ChurnZero | 4.5/5 |
| Gainsight | 4/5 |
| Mixpanel | 4/5 |
| Totango | 3.8/5 |
| Wolters Kluwer | 3.7/5 |
| Intercom | 3.5/5 |
| CLARABRIDGE, INC. | 2.9/5 |
| BuildingIQ | N/A |
| ClientSuccess | N/A |
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Totango Customer Satisfaction (CSAT)
Totango Customer Satisfaction (CSAT) Score
100 / 100
Totango 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
100%
Satisfied
0%
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.
Totango Customer Satisfaction vs. Competitors
Compared to its competitors, Totango's Customer Satisfaction score is rated right above CLARABRIDGE, INC., and is preceded by ChurnZero.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| ChurnZero | 100% |
| Totango | 100% |
| CLARABRIDGE, INC. | 75% |
| Gainsight | 72% |
| Mixpanel | 71% |
| Wolters Kluwer | 64% |
| Intercom | 40% |
| BuildingIQ | 0% |
| ClientSuccess | 0% |
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Totango Customer Service
3.7/5
Totango has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Totango's Customer Service
Address
1200 Park Place, Suite 200, San Mateo, CA
Website
http://www.totango.com
Phone Number
1(800) 634-1990
Totango Customer Service vs. Competitors
Compared to its competitors, Totango's Customer Service score is rated right above Wolters Kluwer, and is preceded by Intercom.
| COMPANY | Customer Service Score | |
|---|---|---|
| ChurnZero | 5/5 |
| Gainsight | 4.2/5 |
| Mixpanel | 3.8/5 |
| Intercom | 3.8/5 |
| Totango | 3.7/5 |
| Wolters Kluwer | 3.6/5 |
| CLARABRIDGE, INC. | 1.7/5 |
| BuildingIQ | N/A |
| ClientSuccess | N/A |
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Consumer vs. Employees
Totango scored a -8 for Net Promoter Score and a 100 for Employee Net Promoter Score. NPS gauges how likely a customer of Totango would recommend the brand to a friend. ENPS measures how likely Totango employees would recommend working at Totango to a friend.
Net Promoter Score
-8
NPS Score
| 36% | Promoters |
|---|---|
| 20% | Passive |
| 44% | Detractors |
Employee Net Promoter Score
100
eNPS Score
| 100% | Promoters |
|---|---|
| 0% | Passive |
| 0% | Detractors |
