9
NPS
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Upwork is ranked #160 in Tech Brands
Upwork is ranked #160 in Tech Brands
About Upwork's Brand
Upwork is the world’s work marketplace, connecting millions of businesses with independent talent around the globe. We serve everyone from one-person startups to 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and freelancers to work together in new ways that unlock their potential. With freedom and control, our customers unlock a world of potential given the tools and experience that develop skills and address business challenges. The impact is both economic and personal. Because when you find the right people, you stop working to get by and start working strategically. Our talent community earned over $2.3 billion on Upwork in 2020 across more than 10,000 skills, including website & app development, creative & design, customer support, finance & accounting, consulting, and operations. If you share our passion for doing great work that you love, you’ll be right at home at Upwork. We invite you to explore what’s possible in our work marketplace Upwork’s brand is ranked #508 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of Upwork. When compared to other organizations within the Tech industry, Upwork is ranked #160. Among its major competitors, Upwork is ranked in 2nd place for NPS while Fiverr.com is 1st, and Experfy is 3rd. Overall, Upwork has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $5.59B
Brand at a Glance
78%
Customer Loyalty
3.5/5
Product Quality
3.4/5
Pricing
3.5/5
Customer Service
Upwork Ranking
- #160 in Tech
- #2 / 4 of its competitors
Upwork NPS
Upwork's Net Promoter Score (NPS) is a 9 with 48% Promoters, 13% Passives, and 39% Detractors. Net Promoter Score tracks whether Upwork's customers would recommend using the product based on a scale of -100 to 100.
Upwork Overall NPS
| 48% | Promoters |
|---|---|
| 13% | Passives |
| 39% | Detractors |
Upwork NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jun 2023 16 | Jun 2023 | 16 |
Jul 2023 15 | Jul 2023 | 15 |
Sep 2023 14 | Sep 2023 | 14 |
Oct 2023 15 | Oct 2023 | 15 |
Nov 2023 14 | Nov 2023 | 14 |
Dec 2023 14 | Dec 2023 | 14 |
Feb 2024 14 | Feb 2024 | 14 |
Mar 2024 14 | Mar 2024 | 14 |
May 2024 12 | May 2024 | 12 |
Jul 2024 10 | Jul 2024 | 10 |
Aug 2024 10 | Aug 2024 | 10 |
Oct 2024 10 | Oct 2024 | 10 |
How Other Brands Compare
Upwork is ranked second for NPS among its competitors. Fiverr.com and Experfy come in first and third, with Nubelo coming in at #4. Among those competitors, it is the second most valued company behind Fiverr.com.
 Upwork |  Fiverr.com |  Experfy |  Nubelo | |
| Global Ranking | #508 | #640 | #- | #- |
| NPS | 9 | 13 | - | - |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | - | - | - |
| Valuation Updated every 24 hours for public companies | $5.59B | $8.07B | - | - |
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.
Upwork NPS by Gender
Male customers rated Upwork's NPS 47 points higher than Female customers.
Male
37
Upwork's NPS was rated 37 by Male customers on Comparably.
56%
Promoters
25%
Passives
19%
Detractors
Female
-10
Upwork's NPS was rated -10 by Female customers on Comparably.
40%
Promoters
10%
Passives
50%
Detractors
Upwork NPS by Ethnicity
Upwork's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -7 | Caucasian | -7 |
Hispanic or Latino -25 | Hispanic or Latino | -25 |
African American/Black 34 | African American/Black | 34 |
Asian or Pacific Islander 50 | Asian or Pacific Islander | 50 |
Upwork NPS by Age
Upwork's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
Upwork NPS by Usage
Upwork's NPS was rated the highest by customers who have used Upwork'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 22 | Less than 1 Year | 22 |
1 to 2 Years 17 | 1 to 2 Years | 17 |
2 to 5 Years -1 | 2 to 5 Years | -1 |
5 to 10 Years 0 | 5 to 10 Years | 0 |
Upwork Customer Reviews
Out of the 9 Upwork customer reviews 5 were positive and 4 were constructive. Upwork customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Upwork Customer Loyalty
78%
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.
78% of Upwork 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?"
Upwork Customer Loyalty Score by Gender
Male customers rated Upwork's Customer Loyalty score 1% higher than Female customers.
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Male
83%
Yes
Female
82%
Yes
Upwork Customer Loyalty Score by Ethnicity
Upwork's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Upwork.
76
out of 100
Caucasian
78
out of 100
Hispanic or Latino
100
out of 100
African American/Black
89
out of 100
Asian or Pacific Islander
Upwork Customer Loyalty Score by Age
Upwork's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 90% | 18-25 | 90% |
26-30 100% | 26-30 | 100% |
31-35 82% | 31-35 | 82% |
36-40 80% | 36-40 | 80% |
46-50 40% | 46-50 | 40% |
Upwork Customer Loyalty Score by Usage
Upwork's Customer Loyalty score was rated the highest by customers who have used Upwork's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Upwork Customer Loyalty Score by Industry
Upwork's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Education industry customers.
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Upwork Customer Loyalty vs. Competitors
Compared to its competitors, Upwork's Customer Loyalty score is rated right above Fiverr.com.
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Customer Loyalty for Other Tech Brands
In the Tech industry, Upwork's Customer Loyalty score is rated right below Peloton.
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Upwork Product Quality
3.5/5
Upwork has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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Upwork Product Information
Upwork’s product quality score is a 3.5 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Upwork's product the highest. Reviewers from the Education industry rated Upwork the lowest at 2.5.
- Website
- http://upwork.com
- Company Size
- 501-1,000 Employees
Industry
Tech
Business Services
Marketplaces
Quick Insights into Upwork Product Quality
Upwork's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Education industry.
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Ranked Upwork Product Quality the Highest
Ranked Upwork Product Quality the Lowest
Upwork Product Quality Score by Gender
Male customers rated Upwork's Product Quality score 0.4 stars higher than Female customers.
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Male
3.8/5
Female
3.4/5
Upwork Product Quality Score by Ethnicity
Upwork's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
African American/Black 3.9 | African American/Black | 3.9 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Upwork Product Quality Score by Age
Upwork's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 3.8 | 26-30 | 3.8 |
31-35 3.3 | 31-35 | 3.3 |
36-40 2.8 | 36-40 | 2.8 |
46-50 3.8 | 46-50 | 3.8 |
Upwork Product Quality Score by Usage
Upwork's Product Quality score was rated the highest by customers who have used Upwork's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Upwork Product Quality Score by Industry
Upwork's Product Quality score was rated the highest by Tech industry customers, and the lowest by Education industry customers.
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Upwork Product Quality vs. Competitors
Compared to its competitors, Upwork's Product Quality score is rated right above Experfy, and is preceded by Fiverr.com.
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Product Quality for Other Tech Brands
In the Tech industry, Upwork's Product Quality score is rated right below ROBLOX.
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Upwork Pricing
Upwork ROI & Value For Money
3.4/5
Upwork has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Upwork 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 Education industry think that they had the lowest ROI from Upwork.
Quick Insights into Upwork ROI
Upwork's ROI score was rated highest by customers ages 18-25, and rated lowest by Hispanic or Latino customers.
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Ranked Upwork ROI the Highest
Ranked Upwork ROI the Lowest
Upwork ROI Score by Gender
Male customers rated Upwork's ROI score 0.7 stars higher than Female customers.
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Male
3.9/5
Female
3.2/5
Upwork ROI Score by Ethnicity
Upwork's ROI score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
Hispanic or Latino 2.7 | Hispanic or Latino | 2.7 |
African American/Black 4.1 | African American/Black | 4.1 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Upwork ROI Score by Age
Upwork's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 4.1 | 26-30 | 4.1 |
31-35 3.2 | 31-35 | 3.2 |
36-40 2.8 | 36-40 | 2.8 |
46-50 3.6 | 46-50 | 3.6 |
Upwork ROI Score by Usage
Upwork's ROI score was rated the highest by customers who have used Upwork's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Upwork ROI Score by Industry
Upwork's ROI score was rated the highest by Tech industry customers, and the lowest by Education industry customers.
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Upwork Pricing vs. Competitors
Compared to its competitors, Upwork's ROI score is rated right above Experfy, and is preceded by Fiverr.com.
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ROI for Other Tech Brands
In the Tech industry, Upwork's ROI score is rated right below ROBLOX.
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Upwork Customer Satisfaction (CSAT)
Upwork Customer Satisfaction (CSAT) Score
65 / 100
Upwork has an overall Customer Satisfaction score of 65 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
34%
Satisfied
31%
Neither Satisfied nor Dissatisfied
19%
Dissatisfied
5%
Very Dissatisfied
11%
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 Upwork Customer Satisfaction
Upwork's Customer Satisfaction score was rated highest by African American/Black customers, and rated lowest by customers ages 36-40.
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Ranked Upwork Customer Satisfaction the Highest
Ranked Upwork Customer Satisfaction the Lowest
Upwork Customer Satisfaction Score by Gender
Male customers rated Upwork's Customer Satisfaction score 1 points higher than Female customers.
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59 / 100
MaleVery Satisfied | 39% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 27% | |
Dissatisfied | 7% | |
Very Dissatisfied | 7% |
58 / 100
FemaleVery Satisfied | 16% | |
|---|---|---|
Satisfied | 42% | |
Neither Satisfied nor Dissatisfied | 21% | |
Dissatisfied | 5% | |
Very Dissatisfied | 16% |
Upwork Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Upwork's Customer Satisfaction (CSAT) score was rated 40% according to Caucasian users and customers.
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40 / 100
Very Satisfied
20%
Satisfied
20%
Neither Satisfied nor Dissatisfied
47%
Dissatisfied
0%
Very Dissatisfied
13%
CSAT according to Hispanic or Latino
Upwork's Customer Satisfaction (CSAT) score was rated 75% according to Hispanic or Latino users and customers.
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75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
0%
CSAT according to African American/Black
Upwork's Customer Satisfaction (CSAT) score was rated 80% according to African American/Black users and customers.
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80 / 100
Very Satisfied
20%
Satisfied
60%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
20%
CSAT according to Asian or Pacific Islander
Upwork's Customer Satisfaction (CSAT) score was rated 74% according to Asian or Pacific Islander users and customers.
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74 / 100
Very Satisfied
24%
Satisfied
50%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
13%
Very Dissatisfied
0%
Upwork Customer Satisfaction Score by Age
Upwork's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 75% | |||||||||||||||
| 26-30 | 67% | |||||||||||||||
| 31-35 | 60% | |||||||||||||||
| 36-40 | 37% | |||||||||||||||
| 46-50 | 67% |
Upwork Customer Satisfaction Score by Usage
Upwork's Customer Satisfaction score was rated the highest by customers who have used Upwork's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Upwork Customer Satisfaction Score by Industry
Upwork's Customer Satisfaction score was rated the highest by Arts and Entertainment industry customers, and the lowest by Education industry customers.
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{
"title": "Upwork Customer Satisfaction Score by Industry",
"text": "Upwork's Customer Satisfaction score was rated the highest by Arts and Entertainment industry customers, and the lowest by Education industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 72,
"stars": 0,
"csatScore": 72,
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"scoreClassName": "",
"scoreLabel": 72
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Upwork's Customer Satisfaction score is rated by Arts and Entertainment customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 75
},
{
"label": "Education",
"groupId": 515,
"score": 50,
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"scoreClassName": "",
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}Upwork Customer Satisfaction vs. Competitors
Compared to its competitors, Upwork's Customer Satisfaction score is rated right above Fiverr.com.
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Customer Satisfaction for Other Tech Brands
In the Tech industry, Upwork's Customer Satisfaction score is rated right above Peloton, and is preceded by ROBLOX.
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Upwork Customer Service
3.5/5
Upwork has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About Upwork's Customer Service
Address
475 Brannan St. Suite 430, San Francisco, CA 94107
Website
http://upwork.com
Phone Number
(650) 316-7500
Upwork's Social Links
Quick Insights into Upwork Customer Service
Upwork's Customer Service score was rated highest by customers ages 18-25, and rated lowest by Hispanic or Latino customers.
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Ranked Upwork Customer Service the Highest
Ranked Upwork Customer Service the Lowest
Upwork Customer Service Score by Gender
Male customers rated Upwork's Customer Service score 0.5 stars higher than Female customers.
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Male
3.8/5
Female
3.3/5
Upwork Customer Service Score by Ethnicity
Upwork's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Upwork.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Hispanic or Latino 2.6 | Hispanic or Latino | 2.6 |
African American/Black 4 | African American/Black | 4 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Upwork Customer Service Score by Age
Upwork's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Upwork.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 4.2 | 26-30 | 4.2 |
31-35 3 | 31-35 | 3 |
36-40 2.8 | 36-40 | 2.8 |
46-50 4.1 | 46-50 | 4.1 |
Upwork Customer Service Score by Usage
Upwork's Customer Service score was rated the highest by customers who have used Upwork's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Upwork Customer Service Score by Industry
Upwork's Customer Service score was rated the highest by Tech industry customers, and the lowest by Education industry customers.
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Upwork Customer Service vs. Competitors
Compared to its competitors, Upwork's Customer Service score is rated right above Experfy, and is preceded by Fiverr.com.
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Customer Service for Other Tech Brands
In the Tech industry, Upwork's Customer Service score is rated right below ROBLOX.
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Upwork as an Employer
4.2/5
Upwork has a 4.2/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Upwork scored a 9 for Net Promoter Score and a 10 for Employee Net Promoter Score. NPS gauges how likely a customer of Upwork would recommend the brand to a friend. ENPS measures how likely Upwork employees would recommend working at Upwork to a friend.
Net Promoter Score
9
NPS Score
| 48% | Promoters |
|---|---|
| 13% | Passive |
| 39% | Detractors |
Employee Net Promoter Score
10
eNPS Score
| 46% | Promoters |
|---|---|
| 18% | Passive |
| 36% | Detractors |
Global Ranking Snapshot
Upwork is ranked #508 in the Global Top 100 Brands. It ranks just behind Malwarebytes and just ahead of Zendesk.
| RANK | COMPANY | CEO | INDUSTRY | ||
|---|---|---|---|---|---|
506 |  | Boston Consulting Group |  | Christoph Schweizer | Business and Consumer Services |
507 |  | Malwarebytes |  | Marcin Kleczynski | Tech |
508 | | Upwork | | Hayden Brown | Tech |
509 |  | Zendesk |  | Tom Eggemeier | Tech |
510 |  | TaylorMade Golf |  | David Abeles | Retail |
511 |  | Astrazeneca PLC |  | Pascal Soriot | Health and Wellness |
512 |  | W.W. Grainger |  | D.G. Macpherson | Energy and Manufacturing |
Tech Ranking Snapshot
Upwork is ranked #160 in the Tech Industry. It ranks just behind Malwarebytes and just ahead of Zendesk.
| RANK | COMPANY | Location | |
|---|---|---|---|
158 | | Boston Consulting Group | Boston, MA |
159 | | Malwarebytes | Santa Clara, CA |
160 | | Upwork | San Francisco, CA |
161 | | Zendesk | San Francisco, CA |
162 | | Astrazeneca PLC | London, AR |
163 |  | Pegasystems | Cambridge, MA |
164 |  | Rockwell Automation | Milwaukee, WI |
