-9
NPS
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UPMC
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About UPMC's Brand
A $16 billion world-renowned health care provider and insurer, Pittsburgh-based UPMC is inventing new models of patient-centered, accountable care.
Brand at a Glance
69%
Customer Loyalty
3/5
Product Quality
2.9/5
Pricing
3/5
Customer Service
UPMC CMO
Dean Walters
Dean Walters serves as the Vice President and Chief Marketing Officer of UPMC. Dean started at UPMC in October of 2012. Dean currently resides in the Greater Pittsburgh Area.
UPMC NPS
UPMC's Net Promoter Score (NPS) is a -9 with 37% Promoters, 17% Passives, and 46% Detractors. Net Promoter Score tracks whether UPMC's customers would recommend using the product based on a scale of -100 to 100.
UPMC Overall NPS
| 37% | Promoters |
|---|---|
| 17% | Passives |
| 46% | Detractors |
UPMC NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2024 -6 | Mar 2024 | -6 |
Apr 2024 -6 | Apr 2024 | -6 |
May 2024 -7 | May 2024 | -7 |
Jun 2024 -7 | Jun 2024 | -7 |
Oct 2024 -9 | Oct 2024 | -9 |
Dec 2024 -9 | Dec 2024 | -9 |
Jan 2025 -11 | Jan 2025 | -11 |
Mar 2025 -10 | Mar 2025 | -10 |
Apr 2025 -11 | Apr 2025 | -11 |
Oct 2025 -11 | Oct 2025 | -11 |
Dec 2025 -10 | Dec 2025 | -10 |
Jan 2026 -10 | Jan 2026 | -10 |
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.
UPMC NPS by Gender
Female customers rated UPMC's NPS 29 points higher than Male customers.
Male
-42
UPMC's NPS was rated -42 by Male customers on Comparably.
21%
Promoters
16%
Passives
63%
Detractors
Female
-13
UPMC's NPS was rated -13 by Female customers on Comparably.
32%
Promoters
23%
Passives
45%
Detractors
UPMC NPS by Ethnicity
UPMC's NPS was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -19 | Caucasian | -19 |
African American/Black -75 | African American/Black | -75 |
Other -50 | Other | -50 |
UPMC NPS by Age
UPMC's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
UPMC NPS by Usage
UPMC's NPS was rated the highest by customers who have used UPMC's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 50 | Less than 1 Year | 50 |
1 to 2 Years 17 | 1 to 2 Years | 17 |
2 to 5 Years -57 | 2 to 5 Years | -57 |
5 to 10 Years -20 | 5 to 10 Years | -20 |
Over 10 Years -40 | Over 10 Years | -40 |
UPMC Customer Reviews
Out of the 9 UPMC customer reviews 4 were positive and 5 were constructive. UPMC customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
UPMC 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 UPMC users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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UPMC Customer Loyalty Score by Gender
Male customers rated UPMC's Customer Loyalty score 1% higher than Female customers.
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Male
76%
Yes
Female
75%
Yes
UPMC Customer Loyalty Score by Ethnicity
UPMC's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of UPMC.
80
out of 100
Caucasian
78
out of 100
African American/Black
78
out of 100
Other
UPMC Customer Loyalty Score by Age
UPMC's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of UPMC.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 55% | 26-30 | 55% |
36-40 55% | 36-40 | 55% |
41-45 100% | 41-45 | 100% |
51-55 70% | 51-55 | 70% |
56-60 55% | 56-60 | 55% |
61-65 74% | 61-65 | 74% |
66+ 84% | 66+ | 84% |
UPMC Customer Loyalty Score by Usage
UPMC's Customer Loyalty score was rated the highest by customers who have used UPMC's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years 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.
UPMC Customer Loyalty Score by Industry
UPMC's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine 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.
UPMC Product Quality
3/5
UPMC has an overall Product Quality score of 3 out of 5 stars rated by its users and customers.
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UPMC Product Information
UPMC’s product quality score is a 3 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated UPMC's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated UPMC the lowest at 3.
- Website
- http://www.upmc.com
- Company Size
- 10,000+ Employees
Industry
Healthcare, Hospitals and Medicine
Quick Insights into UPMC Product Quality
UPMC's Product Quality score was rated highest by customers who have used UPMC's products/services for Less than 1 Year, and rated lowest by African American/Black customers.
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Ranked UPMC Product Quality the Highest
Ranked UPMC Product Quality the Lowest
UPMC Product Quality Score by Gender
Female customers rated UPMC's Product Quality score 0.3 stars higher than Male customers.
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Male
2.5/5
Female
2.8/5
UPMC Product Quality Score by Ethnicity
UPMC's Product Quality score was rated the highest by Other customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of UPMC.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
African American/Black 1.6 | African American/Black | 1.6 |
Other 3 | Other | 3 |
UPMC Product Quality Score by Age
UPMC's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of UPMC.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.2 | 26-30 | 3.2 |
36-40 2.4 | 36-40 | 2.4 |
41-45 4.3 | 41-45 | 4.3 |
51-55 3.1 | 51-55 | 3.1 |
56-60 2.9 | 56-60 | 2.9 |
61-65 1.7 | 61-65 | 1.7 |
66+ 2.5 | 66+ | 2.5 |
UPMC Product Quality Score by Usage
UPMC's Product Quality score was rated the highest by customers who have used UPMC's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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UPMC Product Quality Score by Industry
UPMC's Product Quality score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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UPMC Pricing
UPMC ROI & Value For Money
2.9/5
UPMC 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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UPMC 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 Tech industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from UPMC.
Quick Insights into UPMC ROI
UPMC's ROI score was rated highest by customers who have used UPMC's products/services for Less than 1 Year, and rated lowest by African American/Black customers.
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Ranked UPMC ROI the Highest
Ranked UPMC ROI the Lowest
UPMC ROI Score by Gender
Female customers rated UPMC's ROI score 0.8 stars higher than Male customers.
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Male
2/5
Female
2.8/5
UPMC ROI Score by Ethnicity
UPMC's ROI score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of UPMC.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.5 | Caucasian | 2.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 2.2 | Other | 2.2 |
UPMC ROI Score by Age
UPMC's ROI score was rated the highest by customers ages 51-55, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of UPMC.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.2 | 26-30 | 2.2 |
36-40 2.4 | 36-40 | 2.4 |
41-45 2.1 | 41-45 | 2.1 |
51-55 3.5 | 51-55 | 3.5 |
56-60 2.6 | 56-60 | 2.6 |
61-65 2.1 | 61-65 | 2.1 |
66+ 2.4 | 66+ | 2.4 |
UPMC ROI Score by Usage
UPMC's ROI score was rated the highest by customers who have used UPMC's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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UPMC ROI Score by Industry
UPMC's ROI score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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UPMC Customer Satisfaction (CSAT)
UPMC Customer Satisfaction (CSAT) Score
54 / 100
UPMC has an overall Customer Satisfaction score of 54 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
35%
Satisfied
19%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
12%
Very Dissatisfied
19%
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 UPMC Customer Satisfaction
UPMC's Customer Satisfaction score was rated highest by customers ages 41-45, and rated lowest by African American/Black customers.
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Ranked UPMC Customer Satisfaction the Highest
Ranked UPMC Customer Satisfaction the Lowest
UPMC Customer Satisfaction Score by Gender
Female customers rated UPMC's Customer Satisfaction score 15 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of UPMC.
38 / 100
MaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 13% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 19% | |
Very Dissatisfied | 38% |
53 / 100
FemaleVery Satisfied | 32% | |
|---|---|---|
Satisfied | 21% | |
Neither Satisfied nor Dissatisfied | 16% | |
Dissatisfied | 5% | |
Very Dissatisfied | 26% |
UPMC Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
UPMC's Customer Satisfaction (CSAT) score was rated 48% according to Caucasian users and customers.
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48 / 100
Very Satisfied
32%
Satisfied
16%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
4%
Very Dissatisfied
36%
CSAT according to African American/Black
UPMC's Customer Satisfaction (CSAT) score was rated 0% according to African American/Black users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
33%
Very Dissatisfied
67%
CSAT according to Other
UPMC's Customer Satisfaction (CSAT) score was rated 34% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of UPMC.
34 / 100
Very Satisfied
0%
Satisfied
34%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
33%
Very Dissatisfied
0%
UPMC Customer Satisfaction Score by Age
UPMC's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of UPMC.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 34% | |||||||||||||||
| 36-40 | 50% | |||||||||||||||
| 41-45 | 100% | |||||||||||||||
| 51-55 | 67% | |||||||||||||||
| 61-65 | 29% | |||||||||||||||
| 66+ | 45% |
UPMC Customer Satisfaction Score by Usage
UPMC's Customer Satisfaction score was rated the highest by customers who have used UPMC's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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UPMC Customer Satisfaction Score by Industry
UPMC's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"label": "Healthcare, Hospitals and Medicine",
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}UPMC Customer Service
3/5
UPMC has an overall Customer Service score of 3 out of 5 stars rated by its users and customers.
Sign Up to unlock UPMC's overall Customer Service score rated by its users and customers.
About UPMC's Customer Service
Address
600 Grant St, Pittsburgh, PA 15219
Website
http://www.upmc.com
UPMC's Social Links
Quick Insights into UPMC Customer Service
UPMC's Customer Service score was rated highest by customers who have used UPMC's products/services for Less than 1 Year, and rated lowest by African American/Black customers.
Sign Up to unlock insights into how customers have ranked UPMC's Customer Service score.
Ranked UPMC Customer Service the Highest
Ranked UPMC Customer Service the Lowest
UPMC Customer Service Score by Gender
Female customers rated UPMC's Customer Service score 0.4 stars higher than Male customers.
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Male
2.5/5
Female
2.9/5
UPMC Customer Service Score by Ethnicity
UPMC's Customer Service score was rated the highest by Other customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of UPMC.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
African American/Black 1.7 | African American/Black | 1.7 |
Other 2.9 | Other | 2.9 |
UPMC Customer Service Score by Age
UPMC's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of UPMC.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 4 | 26-30 | 4 |
36-40 2.5 | 36-40 | 2.5 |
41-45 3.5 | 41-45 | 3.5 |
51-55 3.5 | 51-55 | 3.5 |
56-60 2.6 | 56-60 | 2.6 |
61-65 1.9 | 61-65 | 1.9 |
66+ 2.5 | 66+ | 2.5 |
UPMC Customer Service Score by Usage
UPMC's Customer Service score was rated the highest by customers who have used UPMC's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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UPMC Customer Service Score by Industry
UPMC's Customer Service score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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UPMC as an Employer
3.0/5
UPMC has a 3.0/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
UPMC scored a -9 for Net Promoter Score and a -24 for Employee Net Promoter Score. NPS gauges how likely a customer of UPMC would recommend the brand to a friend. ENPS measures how likely UPMC employees would recommend working at UPMC to a friend.
Net Promoter Score
-9
NPS Score
| 37% | Promoters |
|---|---|
| 17% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
-24
eNPS Score
| 28% | Promoters |
|---|---|
| 20% | Passive |
| 52% | Detractors |
