-32
NPS
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Voya Financial
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About Voya Financial's Brand
Among its major competitors, Voya Financial is ranked in 5th place for NPS while ING is 1st, and Fidelity Investments is 2nd.Their current market cap is $7.38B
Brand at a Glance
72%
Customer Loyalty
2.6/5
Product Quality
2.6/5
Pricing
2.6/5
Customer Service
Voya Financial CMO
Karen Eisenbach
Ms. Karen Eisenbach has been Chief Marketing Officer of Retirement Business at Voya Financial, Inc. since October 13, 2015. Ms. Eisenbach oversees the marketing strategy for Voya's institutional and retail retirement segments while partnering closely with Corporate Marketing to drive greater awareness and engagement with distribution partners, plan sponsors and retirement plan participants. she has extensive experience in marketing, sales, product management and strategic planning along with a strong background in the retirement industry. Se served as Executive Director of Retirement Marketing for J.P. Morgan Asset Management where she helped develop and launch a retirement offering for small- and mid-sized plan sponsors. She also managed her own consulting business and held prior leadership positions with Nationwide Financial and National City Bank. She also served as a past board member of the Bexley Education Foundation. She received her undergraduate degree in Finance from The Ohio State University.
Voya Financial Ranking
- #4 / 4 of its competitors
Voya Financial NPS
Voya Financial's Net Promoter Score (NPS) is a -32 with 29% Promoters, 10% Passives, and 61% Detractors. Net Promoter Score tracks whether Voya Financial's customers would recommend using the product based on a scale of -100 to 100.
Voya Financial Overall NPS
| 29% | Promoters |
|---|---|
| 10% | Passives |
| 61% | Detractors |
Voya Financial NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2024 -39 | Mar 2024 | -39 |
Apr 2024 -37 | Apr 2024 | -37 |
Jun 2024 -37 | Jun 2024 | -37 |
Jul 2024 -36 | Jul 2024 | -36 |
Sep 2024 -34 | Sep 2024 | -34 |
Dec 2024 -34 | Dec 2024 | -34 |
Jan 2025 -35 | Jan 2025 | -35 |
Mar 2025 -35 | Mar 2025 | -35 |
Jun 2025 -35 | Jun 2025 | -35 |
Jul 2025 -33 | Jul 2025 | -33 |
Nov 2025 -32 | Nov 2025 | -32 |
Jan 2026 -32 | Jan 2026 | -32 |
How Other Brands Compare
Voya Financial is ranked #4 for NPS among its competitors. ING and Fidelity Investments come in first and second, with Fidelity Labs coming in at third. Among those competitors, it is the lowest valued company behind ING.
Voya Financial |  Fidelity Investments |  ING |  Fidelity Labs | |
| Global Ranking | #- | #162 | #- | #- |
| NPS | -32 | 8 | 14 | 0 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | $7.38B | $11.88B | $46.91B | - |
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.
Voya Financial NPS by Gender
Female customers rated Voya Financial's NPS 28 points higher than Male customers.
Male
-60
Voya Financial's NPS was rated -60 by Male customers on Comparably.
20%
Promoters
0%
Passives
80%
Detractors
Female
-32
Voya Financial's NPS was rated -32 by Female customers on Comparably.
30%
Promoters
8%
Passives
62%
Detractors
Voya Financial NPS by Ethnicity
Voya Financial's NPS was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -43 | Caucasian | -43 |
Hispanic or Latino -100 | Hispanic or Latino | -100 |
African American/Black 20 | African American/Black | 20 |
Asian or Pacific Islander -100 | Asian or Pacific Islander | -100 |
Other -72 | Other | -72 |
Voya Financial NPS by Age
Voya Financial's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
Voya Financial NPS by Usage
Voya Financial's NPS was rated the highest by customers who have used Voya Financial'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 -34 | Less than 1 Year | -34 |
1 to 2 Years -50 | 1 to 2 Years | -50 |
2 to 5 Years -76 | 2 to 5 Years | -76 |
5 to 10 Years -54 | 5 to 10 Years | -54 |
Over 10 Years -34 | Over 10 Years | -34 |
Voya Financial NPS vs. Competitors
Compared to its competitors, Voya Financial's NPS is rated right below TIAA.
| COMPANY | NPS Score | |
|---|---|---|
| ING | 14 |
| Fidelity Investments | 8 |
| Fidelity Labs | 0 |
 | Vanguard Multimedia | N/A |
 | Wesleyan | N/A |
 | TIAA | -20 |
| Voya Financial | -32 |
Voya Financial Customer Reviews
Out of the 15 Voya Financial customer reviews 5 were positive and 10 were constructive. Voya Financial 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
Voya Financial Customer Loyalty
72%
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.
72% of Voya Financial 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?"
Voya Financial Customer Loyalty Score by Gender
Male customers rated Voya Financial's Customer Loyalty score 2% higher than Female customers.
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Male
74%
Yes
Female
72%
Yes
Voya Financial Customer Loyalty Score by Ethnicity
Voya Financial's Customer Loyalty score was rated the highest by Hispanic or Latino 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 Voya Financial.
70
out of 100
Caucasian
100
out of 100
Hispanic or Latino
82
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
61
out of 100
Other
Voya Financial Customer Loyalty Score by Age
Voya Financial's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 66+.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
31-35 78% | 31-35 | 78% |
41-45 82% | 41-45 | 82% |
46-50 78% | 46-50 | 78% |
51-55 78% | 51-55 | 78% |
56-60 100% | 56-60 | 100% |
61-65 74% | 61-65 | 74% |
66+ 58% | 66+ | 58% |
Voya Financial Customer Loyalty Score by Usage
Voya Financial's Customer Loyalty score was rated the highest by customers who have used Voya Financial's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Voya Financial Customer Loyalty Score by Industry
Voya Financial's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Arts and Entertainment industry customers.
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Voya Financial Customer Loyalty vs. Competitors
Compared to its competitors, Voya Financial's Customer Loyalty score is rated right above TIAA, and is preceded by ING.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Fidelity Labs | 100% |
| Fidelity Investments | 83% |
| ING | 80% |
| Voya Financial | 72% |
| TIAA | 69% |
| Vanguard Multimedia | N/A |
| Wesleyan | N/A |
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Voya Financial Product Quality
2.6/5
Voya Financial has an overall Product Quality score of 2.6 out of 5 stars rated by its users and customers.
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Voya Financial Product Information
Voya Financial’s product quality score is a 2.6 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Voya Financial's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated Voya Financial the lowest at 1.5.
- Website
- https://www.voya.com
- Company Size
- 5,001-10,000 Employees
Industry
Tech
FinTech
Quick Insights into Voya Financial Product Quality
Voya Financial's Product Quality score was rated highest by customers ages 41-45, and rated lowest by Other customers.
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Ranked Voya Financial Product Quality the Highest
Ranked Voya Financial Product Quality the Lowest
Voya Financial Product Quality Score by Gender
Female customers rated Voya Financial's Product Quality score 0.2 stars higher than Male customers.
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Male
2/5
Female
2.2/5
Voya Financial Product Quality Score by Ethnicity
Voya Financial's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 3.4 | African American/Black | 3.4 |
Asian or Pacific Islander 2 | Asian or Pacific Islander | 2 |
Other 1.5 | Other | 1.5 |
Voya Financial Product Quality Score by Age
Voya Financial's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 2.1 | 31-35 | 2.1 |
41-45 3.9 | 41-45 | 3.9 |
46-50 2.1 | 46-50 | 2.1 |
51-55 1.9 | 51-55 | 1.9 |
56-60 3.4 | 56-60 | 3.4 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Voya Financial Product Quality Score by Usage
Voya Financial's Product Quality score was rated the highest by customers who have used Voya Financial's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Voya Financial Product Quality Score by Industry
Voya Financial's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Voya Financial Product Quality vs. Competitors
Compared to its competitors, Voya Financial's Product Quality score is rated right above Vanguard Multimedia, and is preceded by TIAA.
| COMPANY | Product Quality Score | |
|---|---|---|
| ING | 3.8/5 |
| Fidelity Labs | 3.5/5 |
| Fidelity Investments | 3.4/5 |
| TIAA | 2.8/5 |
| Voya Financial | 2.6/5 |
| Vanguard Multimedia | N/A |
| Wesleyan | N/A |
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Voya Financial Pricing
Voya Financial ROI & Value For Money
2.6/5
Voya Financial has a value for money and ROI score of 2.6 out of 5 stars rated by its users and customers.
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Voya Financial 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 Banking and Financial Services industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from Voya Financial.
Quick Insights into Voya Financial ROI
Voya Financial's ROI score was rated highest by customers ages 41-45, and rated lowest by Other customers.
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Ranked Voya Financial ROI the Highest
Ranked Voya Financial ROI the Lowest
Voya Financial ROI Score by Gender
Female customers rated Voya Financial's ROI score 0.2 stars higher than Male customers.
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Male
2.1/5
Female
2.3/5
Voya Financial ROI Score by Ethnicity
Voya Financial's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 3.4 | African American/Black | 3.4 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 1.5 | Other | 1.5 |
Voya Financial ROI Score by Age
Voya Financial's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
31-35 2.6 | 31-35 | 2.6 |
41-45 3.9 | 41-45 | 3.9 |
46-50 2 | 46-50 | 2 |
51-55 2.1 | 51-55 | 2.1 |
56-60 2.9 | 56-60 | 2.9 |
61-65 1.8 | 61-65 | 1.8 |
66+ 1.5 | 66+ | 1.5 |
Voya Financial ROI Score by Usage
Voya Financial's ROI score was rated the highest by customers who have used Voya Financial's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Voya Financial ROI Score by Industry
Voya Financial's ROI score was rated the highest by Banking and Financial Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Voya Financial Pricing vs. Competitors
Compared to its competitors, Voya Financial's ROI score is rated right above Vanguard Multimedia, and is preceded by Fidelity Labs.
| COMPANY | Pricing Score | |
|---|---|---|
| ING | 3.5/5 |
| Fidelity Investments | 3.4/5 |
| TIAA | 2.9/5 |
| Fidelity Labs | 2.9/5 |
| Voya Financial | 2.6/5 |
| Vanguard Multimedia | N/A |
| Wesleyan | N/A |
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Voya Financial Customer Satisfaction (CSAT)
Voya Financial Customer Satisfaction (CSAT) Score
43 / 100
Voya Financial has an overall Customer Satisfaction score of 43 rated by its users and customers.
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Very Satisfied
28%
Satisfied
15%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
7%
Very Dissatisfied
38%
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 Voya Financial Customer Satisfaction
Voya Financial's Customer Satisfaction score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Voya Financial Customer Satisfaction the Highest
Ranked Voya Financial Customer Satisfaction the Lowest
Voya Financial Customer Satisfaction Score by Gender
Female customers rated Voya Financial's Customer Satisfaction score 29 points higher than Male customers.
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25 / 100
MaleVery Satisfied | 19% | |
|---|---|---|
Satisfied | 6% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 16% | |
Very Dissatisfied | 50% |
54 / 100
FemaleVery Satisfied | 31% | |
|---|---|---|
Satisfied | 23% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 46% |
Voya Financial Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Voya Financial's Customer Satisfaction (CSAT) score was rated 31% according to Caucasian users and customers.
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31 / 100
Very Satisfied
21%
Satisfied
10%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
14%
Very Dissatisfied
48%
CSAT according to Hispanic or Latino
Voya Financial's Customer Satisfaction (CSAT) score was rated 66% according to Hispanic or Latino users and customers.
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66 / 100
Very Satisfied
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
34%
CSAT according to African American/Black
Voya Financial's Customer Satisfaction (CSAT) score was rated 60% according to African American/Black users and customers.
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60 / 100
Very Satisfied
60%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
20%
CSAT according to Asian or Pacific Islander
Voya Financial's Customer Satisfaction (CSAT) score was rated 33% according to Asian or Pacific Islander users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
CSAT according to Other
Voya Financial's Customer Satisfaction (CSAT) score was rated 28% according to Other users and customers.
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28 / 100
Very Satisfied
14%
Satisfied
14%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
14%
Very Dissatisfied
58%
Voya Financial Customer Satisfaction Score by Age
Voya Financial's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 75% | |||||||||||||||
| 41-45 | 75% | |||||||||||||||
| 46-50 | 25% | |||||||||||||||
| 51-55 | 37% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 20% | |||||||||||||||
| 66+ | 20% |
Voya Financial Customer Satisfaction Score by Usage
Voya Financial's Customer Satisfaction score was rated the highest by customers who have used Voya Financial's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Voya Financial Customer Satisfaction Score by Industry
Voya Financial's Customer Satisfaction score was rated the highest by Banking and Financial Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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}Voya Financial Customer Satisfaction vs. Competitors
Compared to its competitors, Voya Financial's Customer Satisfaction score is rated right above TIAA, and is preceded by Fidelity Investments.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Fidelity Labs | 75% |
| ING | 70% |
| Fidelity Investments | 58% |
| Voya Financial | 43% |
| TIAA | 41% |
| Vanguard Multimedia | 0% |
| Wesleyan | 0% |
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Voya Financial Customer Service
2.6/5
Voya Financial has an overall Customer Service score of 2.6 out of 5 stars rated by its users and customers.
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About Voya Financial's Customer Service
Address
230 Park Ave., New York City, NY 10169
Website
https://www.voya.com
Voya Financial's Social Links
Quick Insights into Voya Financial Customer Service
Voya Financial's Customer Service score was rated highest by customers ages 41-45, and rated lowest by Other customers.
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Ranked Voya Financial Customer Service the Highest
Ranked Voya Financial Customer Service the Lowest
Voya Financial Customer Service Score by Gender
Female customers rated Voya Financial's Customer Service score 0.3 stars higher than Male customers.
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Male
2.1/5
Female
2.4/5
Voya Financial Customer Service Score by Ethnicity
Voya Financial's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 3.8 | African American/Black | 3.8 |
Asian or Pacific Islander 2 | Asian or Pacific Islander | 2 |
Other 1.5 | Other | 1.5 |
Voya Financial Customer Service Score by Age
Voya Financial's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
31-35 2.6 | 31-35 | 2.6 |
41-45 3.9 | 41-45 | 3.9 |
46-50 1.6 | 46-50 | 1.6 |
51-55 1.9 | 51-55 | 1.9 |
56-60 3.3 | 56-60 | 3.3 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Voya Financial Customer Service Score by Usage
Voya Financial's Customer Service score was rated the highest by customers who have used Voya Financial's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Voya Financial Customer Service Score by Industry
Voya Financial's Customer Service score was rated the highest by Banking and Financial Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Voya Financial Customer Service vs. Competitors
Compared to its competitors, Voya Financial's Customer Service score is rated right above Vanguard Multimedia, and is preceded by TIAA.
| COMPANY | Customer Service Score | |
|---|---|---|
| Fidelity Labs | 4.7/5 |
| ING | 3.6/5 |
| Fidelity Investments | 3.3/5 |
| TIAA | 2.7/5 |
| Voya Financial | 2.6/5 |
| Vanguard Multimedia | N/A |
| Wesleyan | N/A |
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Voya Financial as an Employer
4.1/5
Voya Financial has a 4.1/5 stars for its overall company culture rated by their employees
top
40%
Consumer vs. Employees
Voya Financial scored a -32 for Net Promoter Score and a -3 for Employee Net Promoter Score. NPS gauges how likely a customer of Voya Financial would recommend the brand to a friend. ENPS measures how likely Voya Financial employees would recommend working at Voya Financial to a friend.
Net Promoter Score
-32
NPS Score
| 29% | Promoters |
|---|---|
| 10% | Passive |
| 61% | Detractors |
Employee Net Promoter Score
-3
eNPS Score
| 36% | Promoters |
|---|---|
| 25% | Passive |
| 39% | Detractors |
