-19
NPS
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W.W. Norton
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About W.W. Norton's Brand
Among its major competitors, W.W. Norton is ranked in 5th place for NPS while Penguin Random House is 1st, and Hachette Book Group is 2nd. Overall, W.W. Norton has a neutral social sentiment, when analyzing social media channels and online mentions.
Brand at a Glance
72%
Customer Loyalty
2.9/5
Product Quality
2.6/5
Pricing
2.7/5
Customer Service
W.W. Norton Ranking
- #4 / 4 of its competitors
W.W. Norton NPS
W.W. Norton's Net Promoter Score (NPS) is a -19 with 33% Promoters, 15% Passives, and 52% Detractors. Net Promoter Score tracks whether W.W. Norton's customers would recommend using the product based on a scale of -100 to 100.
W.W. Norton Overall NPS
| 33% | Promoters |
|---|---|
| 15% | Passives |
| 52% | Detractors |
W.W. Norton NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2023 -32 | Jan 2023 | -32 |
Apr 2023 -36 | Apr 2023 | -36 |
May 2023 -38 | May 2023 | -38 |
Feb 2024 -38 | Feb 2024 | -38 |
Apr 2024 -33 | Apr 2024 | -33 |
May 2024 -30 | May 2024 | -30 |
Jun 2024 -26 | Jun 2024 | -26 |
Oct 2024 -19 | Oct 2024 | -19 |
Nov 2024 -17 | Nov 2024 | -17 |
Feb 2025 -17 | Feb 2025 | -17 |
Mar 2025 -19 | Mar 2025 | -19 |
Dec 2025 -19 | Dec 2025 | -19 |
How Other Brands Compare
W.W. Norton is ranked #4 for NPS among its competitors. Penguin Random House and Thomson Reuters come in first and second, with Pearson coming in at third.
W.W. Norton |  Thomson Reuters |  Penguin Random House |  Pearson | |
| Global Ranking | #- | #227 | #723 | #- |
| NPS | -19 | 7 | 48 | -12 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $40.72B | - | $256.62M |
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.
W.W. Norton NPS by Gender
Female customers rated W.W. Norton's NPS 15 points higher than Male customers.
Male
-37
W.W. Norton's NPS was rated -37 by Male customers on Comparably.
27%
Promoters
9%
Passives
64%
Detractors
Female
-22
W.W. Norton's NPS was rated -22 by Female customers on Comparably.
22%
Promoters
34%
Passives
44%
Detractors
W.W. Norton NPS by Ethnicity
W.W. Norton's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -25 | Caucasian | -25 |
Other -40 | Other | -40 |
W.W. Norton NPS by Age
W.W. Norton's NPS was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
W.W. Norton NPS by Usage
W.W. Norton's NPS was rated the highest by customers who have used W.W. Norton's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -51 | Less than 1 Year | -51 |
1 to 2 Years -83 | 1 to 2 Years | -83 |
5 to 10 Years -25 | 5 to 10 Years | -25 |
Over 10 Years 0 | Over 10 Years | 0 |
W.W. Norton NPS vs. Competitors
Compared to its competitors, W.W. Norton's NPS is rated right below Pearson.
| COMPANY | NPS Score | |
|---|---|---|
| Penguin Random House | 48 |
 | Hachette Book Group | 43 |
| Thomson Reuters | 7 |
| Pearson | -12 |
| W.W. Norton | -19 |
W.W. Norton Customer Reviews
Out of the 6 W.W. Norton customer reviews 3 were positive and 3 were constructive. W.W. Norton 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
W.W. Norton 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 W.W. Norton users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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W.W. Norton Customer Loyalty Score by Gender
Female customers rated W.W. Norton's Customer Loyalty score 23% higher than Male customers.
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Male
67%
Yes
Female
90%
Yes
W.W. Norton Customer Loyalty Score by Ethnicity
W.W. Norton's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
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70
out of 100
Caucasian
100
out of 100
Other
W.W. Norton Customer Loyalty Score by Age
W.W. Norton's Customer Loyalty score was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 55% | 18-25 | 55% |
46-50 100% | 46-50 | 100% |
66+ 100% | 66+ | 100% |
W.W. Norton Customer Loyalty Score by Usage
W.W. Norton's Customer Loyalty score was rated the highest by customers who have used W.W. Norton's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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W.W. Norton Customer Loyalty Score by Industry
W.W. Norton's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Education industry customers.
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W.W. Norton Customer Loyalty vs. Competitors
Compared to its competitors, W.W. Norton's Customer Loyalty score is rated right above Pearson, and is preceded by Hachette Book Group.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Penguin Random House | 81% |
| Thomson Reuters | 80% |
| Hachette Book Group | 73% |
| W.W. Norton | 72% |
| Pearson | 65% |
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W.W. Norton Product Quality
2.9/5
W.W. Norton has an overall Product Quality score of 2.9 out of 5 stars rated by its users and customers.
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W.W. Norton Product Information
W.W. Norton’s product quality score is a 2.9 out of 5 as rated by its users and customers. Reviewers from the Education industry rated W.W. Norton's product the highest. Reviewers from the Architecture and Planning industry rated W.W. Norton the lowest at 1.5.
- Website
- http://www.wwnorton.com
- Company Size
- 201-500 Employees
Industry
Education
Quick Insights into W.W. Norton Product Quality
W.W. Norton's Product Quality score was rated highest by customers ages 66+, and rated lowest by customers from the Architecture and Planning industry.
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Ranked W.W. Norton Product Quality the Highest
Ranked W.W. Norton Product Quality the Lowest
W.W. Norton Product Quality Score by Gender
Female customers rated W.W. Norton's Product Quality score 0.1 stars higher than Male customers.
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Male
2.7/5
Female
2.8/5
W.W. Norton Product Quality Score by Ethnicity
W.W. Norton's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
Other 3.3 | Other | 3.3 |
W.W. Norton Product Quality Score by Age
W.W. Norton's Product Quality score was rated the highest by customers ages 66+, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.2 | 18-25 | 2.2 |
46-50 3.5 | 46-50 | 3.5 |
66+ 3.9 | 66+ | 3.9 |
W.W. Norton Product Quality Score by Usage
W.W. Norton's Product Quality score was rated the highest by customers who have used W.W. Norton's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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W.W. Norton Product Quality Score by Industry
W.W. Norton's Product Quality score was rated the highest by Education industry customers, and the lowest by Architecture and Planning industry customers.
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W.W. Norton Product Quality vs. Competitors
Compared to its competitors, W.W. Norton's Product Quality score is rated right below Pearson.
| COMPANY | Product Quality Score | |
|---|---|---|
| Hachette Book Group | 4.2/5 |
| Penguin Random House | 4.2/5 |
| Thomson Reuters | 3.7/5 |
| Pearson | 2.9/5 |
| W.W. Norton | 2.9/5 |
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W.W. Norton Pricing
W.W. Norton ROI & Value For Money
2.6/5
W.W. Norton 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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W.W. Norton 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 Education industry. The users from the Architecture and Planning industry think that they had the lowest ROI from W.W. Norton.
Quick Insights into W.W. Norton ROI
W.W. Norton's ROI score was rated highest by customers ages 46-50, and rated lowest by customers from the Architecture and Planning industry.
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Ranked W.W. Norton ROI the Highest
Ranked W.W. Norton ROI the Lowest
W.W. Norton ROI Score by Gender
Male customers rated W.W. Norton's ROI score 0.1 stars higher than Female customers.
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Male
2.4/5
Female
2.3/5
W.W. Norton ROI Score by Ethnicity
W.W. Norton's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.3 | Caucasian | 2.3 |
Other 3 | Other | 3 |
W.W. Norton ROI Score by Age
W.W. Norton's ROI score was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2 | 18-25 | 2 |
46-50 3.1 | 46-50 | 3.1 |
66+ 2.9 | 66+ | 2.9 |
W.W. Norton ROI Score by Usage
W.W. Norton's ROI score was rated the highest by customers who have used W.W. Norton's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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W.W. Norton ROI Score by Industry
W.W. Norton's ROI score was rated the highest by Education industry customers, and the lowest by Architecture and Planning industry customers.
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W.W. Norton Pricing vs. Competitors
Compared to its competitors, W.W. Norton's ROI score is rated right below Pearson.
| COMPANY | Pricing Score | |
|---|---|---|
| Penguin Random House | 4/5 |
| Hachette Book Group | 4/5 |
| Thomson Reuters | 3.6/5 |
| Pearson | 2.8/5 |
| W.W. Norton | 2.6/5 |
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W.W. Norton Customer Satisfaction (CSAT)
W.W. Norton Customer Satisfaction (CSAT) Score
46 / 100
W.W. Norton has an overall Customer Satisfaction score of 46 rated by its users and customers.
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Very Satisfied
21%
Satisfied
25%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
8%
Very Dissatisfied
42%
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 W.W. Norton Customer Satisfaction
W.W. Norton's Customer Satisfaction score was rated highest by customers ages 66+, and rated lowest by customers who have used W.W. Norton's products/services for 1 to 2 Years.
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Ranked W.W. Norton Customer Satisfaction the Highest
Ranked W.W. Norton Customer Satisfaction the Lowest
W.W. Norton Customer Satisfaction Score by Gender
Female customers rated W.W. Norton's Customer Satisfaction score 14 points higher than Male customers.
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36 / 100
MaleVery Satisfied | 36% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 9% | |
Very Dissatisfied | 46% |
50 / 100
FemaleVery Satisfied | 12% | |
|---|---|---|
Satisfied | 38% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 50% |
W.W. Norton Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
W.W. Norton's Customer Satisfaction (CSAT) score was rated 42% according to Caucasian users and customers.
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42 / 100
Very Satisfied
25%
Satisfied
17%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
8%
Very Dissatisfied
42%
CSAT according to Other
W.W. Norton's Customer Satisfaction (CSAT) score was rated 50% according to Other users and customers.
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50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
W.W. Norton Customer Satisfaction Score by Age
W.W. Norton's Customer Satisfaction score was rated the highest by customers ages 66+, and the lowest by customers ages 18-25.
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100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 28% | |||||||||||||||
| 66+ | 60% |
W.W. Norton Customer Satisfaction Score by Usage
W.W. Norton's Customer Satisfaction score was rated the highest by customers who have used W.W. Norton's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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W.W. Norton Customer Satisfaction vs. Competitors
Compared to its competitors, W.W. Norton's Customer Satisfaction score is rated right below Pearson.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Hachette Book Group | 90% |
| Penguin Random House | 83% |
| Thomson Reuters | 68% |
| Pearson | 52% |
| W.W. Norton | 46% |
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W.W. Norton Customer Service
2.7/5
W.W. Norton has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
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About W.W. Norton's Customer Service
Address
500 Fifth Avenue, New York City, NY 10110
Website
http://www.wwnorton.com
Phone Number
212-354-5500
W.W. Norton's Social Links
Quick Insights into W.W. Norton Customer Service
W.W. Norton's Customer Service score was rated highest by customers who have used W.W. Norton's products/services for 1 to 2 Years, and rated lowest by customers who have used W.W. Norton's products/services for Less than 1 Year.
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Ranked W.W. Norton Customer Service the Highest
Ranked W.W. Norton Customer Service the Lowest
W.W. Norton Customer Service Score by Gender
Female customers rated W.W. Norton's Customer Service score 0.3 stars higher than Male customers.
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Male
2.4/5
Female
2.7/5
W.W. Norton Customer Service Score by Ethnicity
W.W. Norton's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
Other 2.6 | Other | 2.6 |
W.W. Norton Customer Service Score by Age
W.W. Norton's Customer Service score was rated the highest by customers ages 46-50, and the lowest by customers ages 18-25.
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0
20
40
60
80
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 1.9 | 18-25 | 1.9 |
46-50 3.1 | 46-50 | 3.1 |
66+ 2.6 | 66+ | 2.6 |
W.W. Norton Customer Service Score by Usage
W.W. Norton's Customer Service score was rated the highest by customers who have used W.W. Norton's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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W.W. Norton Customer Service Score by Industry
W.W. Norton's Customer Service score was rated the highest by Education industry customers, and the lowest by Architecture and Planning industry customers.
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W.W. Norton Customer Service vs. Competitors
Compared to its competitors, W.W. Norton's Customer Service score is rated right below Pearson.
| COMPANY | Customer Service Score | |
|---|---|---|
| Hachette Book Group | 4.2/5 |
| Penguin Random House | 4/5 |
| Thomson Reuters | 3.5/5 |
| Pearson | 2.8/5 |
| W.W. Norton | 2.7/5 |
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W.W. Norton as an Employer
4.0/5
W.W. Norton has a 4.0/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
W.W. Norton scored a -19 for Net Promoter Score and a 19 for Employee Net Promoter Score. NPS gauges how likely a customer of W.W. Norton would recommend the brand to a friend. ENPS measures how likely W.W. Norton employees would recommend working at W.W. Norton to a friend.
Net Promoter Score
-19
NPS Score
| 33% | Promoters |
|---|---|
| 15% | Passive |
| 52% | Detractors |
Employee Net Promoter Score
19
eNPS Score
| 47% | Promoters |
|---|---|
| 25% | Passive |
| 28% | Detractors |
