42
NPS
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West Pharmaceutical Services
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About West Pharmaceutical Services' Brand
Brand at a Glance
83%
Customer Loyalty
3.6/5
Product Quality
4/5
Pricing
3.7/5
Customer Service
West Pharmaceutical Services NPS
West Pharmaceutical Services's Net Promoter Score (NPS) is a 42 with 71% Promoters, 0% Passives, and 29% Detractors. Net Promoter Score tracks whether West Pharmaceutical Services's customers would recommend using the product based on a scale of -100 to 100.
West Pharmaceutical Services Overall NPS
| 71% | Promoters |
|---|---|
| 0% | Passives |
| 29% | Detractors |
West Pharmaceutical Services NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2021 100 | Nov 2021 | 100 |
Jun 2022 100 | Jun 2022 | 100 |
Aug 2022 50 | Aug 2022 | 50 |
Nov 2022 20 | Nov 2022 | 20 |
Jul 2023 33 | Jul 2023 | 33 |
Apr 2024 43 | Apr 2024 | 43 |
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.
West Pharmaceutical Services Customer Loyalty
83%
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.
83% of West Pharmaceutical Services 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?"
West Pharmaceutical Services Product Quality
3.6/5
West Pharmaceutical Services has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock West Pharmaceutical Services' overall Product Quality score rated by its users and customers.
West Pharmaceutical Services Product Information
West Pharmaceutical Services’s product quality score is a 3.6 out of 5 as rated by its users and customers.
- Website
- http://www.westpharma.com
- Company Size
- 5,001-10,000 Employees
West Pharmaceutical Services Pricing
West Pharmaceutical Services ROI & Value For Money
4/5
West Pharmaceutical Services has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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West Pharmaceutical Services Customer Satisfaction (CSAT)
West Pharmaceutical Services Customer Satisfaction (CSAT) Score
75 / 100
West Pharmaceutical Services has an overall Customer Satisfaction score of 75 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
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
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.
West Pharmaceutical Services Customer Service
3.7/5
West Pharmaceutical Services has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About West Pharmaceutical Services's Customer Service
Website
http://www.westpharma.com
West Pharmaceutical Services as an Employer
3.9/5
West Pharmaceutical Services has a 3.9/5 stars for its overall company culture rated by their employees
top
25%
CEO of West Pharmaceutical Services
In the Top 25% of Similar Sized Companies on Comparably.
Consumer vs. Employees
West Pharmaceutical Services scored a 42 for Net Promoter Score and a 20 for Employee Net Promoter Score. NPS gauges how likely a customer of West Pharmaceutical Services would recommend the brand to a friend. ENPS measures how likely West Pharmaceutical Services employees would recommend working at West Pharmaceutical Services to a friend.
Net Promoter Score
42
NPS Score
| 71% | Promoters |
|---|---|
| 0% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
20
eNPS Score
| 52% | Promoters |
|---|---|
| 16% | Passive |
| 32% | Detractors |
