35
NPS
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Zain
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About Zain's Brand
Zain is a leading mobile and data services operator. Among its major competitors, Zain is ranked in 1st place for NPS while MTN is 2nd, and du is 3rd.
Brand at a Glance
93%
Customer Loyalty
4.1/5
Product Quality
4/5
Pricing
4.1/5
Customer Service
Zain Ranking
- #1 / 4 of its competitors
Zain NPS
Zain's Net Promoter Score (NPS) is a 35 with 63% Promoters, 9% Passives, and 28% Detractors. Net Promoter Score tracks whether Zain's customers would recommend using the product based on a scale of -100 to 100.
Zain Overall NPS
| 63% | Promoters |
|---|---|
| 9% | Passives |
| 28% | Detractors |
Zain NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2024 36 | Feb 2024 | 36 |
Mar 2024 33 | Mar 2024 | 33 |
Apr 2024 35 | Apr 2024 | 35 |
Jul 2024 35 | Jul 2024 | 35 |
Oct 2024 33 | Oct 2024 | 33 |
Nov 2024 35 | Nov 2024 | 35 |
Dec 2024 36 | Dec 2024 | 36 |
Jan 2025 36 | Jan 2025 | 36 |
Apr 2025 34 | Apr 2025 | 34 |
May 2025 36 | May 2025 | 36 |
Nov 2025 37 | Nov 2025 | 37 |
Dec 2025 35 | Dec 2025 | 35 |
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.
Zain NPS by Gender
Male customers rated Zain's NPS 12 points higher than Female customers.
Male
40
Zain's NPS was rated 40 by Male customers on Comparably.
60%
Promoters
20%
Passives
20%
Detractors
Female
28
Zain's NPS was rated 28 by Female customers on Comparably.
64%
Promoters
0%
Passives
36%
Detractors
Zain NPS by Ethnicity
Zain's NPS was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
Other 44 | Other | 44 |
Zain NPS by Age
Zain's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
Zain NPS by Usage
Zain's NPS was rated the highest by customers who have used Zain's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 0 | Less than 1 Year | 0 |
2 to 5 Years 40 | 2 to 5 Years | 40 |
5 to 10 Years 34 | 5 to 10 Years | 34 |
Over 10 Years 100 | Over 10 Years | 100 |
Zain NPS vs. Competitors
Compared to its competitors, Zain's NPS is rated right above MTN.
| COMPANY | NPS Score | |
|---|---|---|
| Zain | 35 |
 | MTN | 33 |
 | du | 7 |
 | Saudi Telecom | N/A |
Zain Customer Reviews
Out of the 5 Zain customer reviews 4 were positive and 1 was constructive. Zain 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
Zain Customer Loyalty
93%
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.
93% of Zain users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Zain Customer Loyalty Score by Gender
Female customers rated Zain's Customer Loyalty score 9% higher than Male customers.
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Male
91%
Yes
Female
100%
Yes
Zain Customer Loyalty Score by Ethnicity
Zain's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
% who answered "Yes"
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100
out of 100
Asian or Pacific Islander
94
out of 100
Other
Zain Customer Loyalty Score by Age
Zain's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 82% | 18-25 | 82% |
26-30 100% | 26-30 | 100% |
31-35 100% | 31-35 | 100% |
41-45 100% | 41-45 | 100% |
Zain Customer Loyalty Score by Usage
Zain's Customer Loyalty score was rated 100% by customers who have used Zain's products/services for 2 to 5 Years, and by customers with Over 10 Years of usage.
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Zain Customer Loyalty Score by Industry
Zain's Customer Loyalty score was rated 100% by Tech industry customers.
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Zain Customer Loyalty vs. Competitors
Compared to its competitors, Zain's Customer Loyalty score is rated right above MTN.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Zain | 93% |
| MTN | 93% |
| du | 87% |
| Saudi Telecom | N/A |
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Zain Product Quality
4.1/5
Zain has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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Zain Product Information
Zain’s product quality score is a 4.1 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Zain's product the highest.
- Website
- http://www.zain.com/en/
- Company Size
- 5,001-10,000 Employees
Industry
Mobile App
Quick Insights into Zain Product Quality
Zain's Product Quality score was rated highest by customers who have used Zain's products/services for Over 10 Years, and rated lowest by Asian or Pacific Islander customers.
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Ranked Zain Product Quality the Highest
Ranked Zain Product Quality the Lowest
Zain Product Quality Score by Gender
Zain's Product Quality score was rated 4.4 by both Female and Male customers on Comparably.
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Male
4.4/5
Female
4.4/5
Zain Product Quality Score by Ethnicity
Zain's Product Quality score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 4.6 | Other | 4.6 |
Zain Product Quality Score by Age
Zain's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
26-30 4.1 | 26-30 | 4.1 |
31-35 4.8 | 31-35 | 4.8 |
41-45 4.6 | 41-45 | 4.6 |
Zain Product Quality Score by Usage
Zain's Product Quality score was rated the highest by customers who have used Zain's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Zain Product Quality Score by Industry
Zain's Product Quality score was rated 4.4 stars by Tech industry customers.
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Zain Product Quality vs. Competitors
Compared to its competitors, Zain's Product Quality score is rated right above MTN.
| COMPANY | Product Quality Score | |
|---|---|---|
| Zain | 4.1/5 |
| MTN | 4.1/5 |
| du | 3.7/5 |
| Saudi Telecom | N/A |
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Zain Pricing
Zain ROI & Value For Money
4/5
Zain has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Zain 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.
Quick Insights into Zain ROI
Zain's ROI score was rated highest by customers ages 31-35, and rated lowest by customers ages 18-25.
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Ranked Zain ROI the Highest
Ranked Zain ROI the Lowest
Zain ROI Score by Gender
Zain's ROI score was rated 4.2 by both Female and Male customers on Comparably.
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Male
4.2/5
Female
4.2/5
Zain ROI Score by Ethnicity
Zain's ROI score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Other 4.3 | Other | 4.3 |
Zain ROI Score by Age
Zain's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 4 | 26-30 | 4 |
31-35 4.7 | 31-35 | 4.7 |
41-45 4.5 | 41-45 | 4.5 |
Zain ROI Score by Usage
Zain's ROI score was rated the highest by customers who have used Zain's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Zain ROI Score by Industry
Zain's ROI score was rated 4.3 stars by Tech industry customers.
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Zain Pricing vs. Competitors
Compared to its competitors, Zain's ROI score is rated right above du.
| COMPANY | Pricing Score | |
|---|---|---|
| Zain | 4/5 |
| du | 4/5 |
| MTN | 3.7/5 |
| Saudi Telecom | N/A |
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Zain Customer Satisfaction (CSAT)
Zain Customer Satisfaction (CSAT) Score
79 / 100
Zain has an overall Customer Satisfaction score of 79 rated by its users and customers.
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Very Satisfied
50%
Satisfied
29%
Neither Satisfied nor Dissatisfied
16%
Dissatisfied
5%
Very Dissatisfied
0%
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 Zain Customer Satisfaction
Zain's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by Asian or Pacific Islander customers.
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Ranked Zain Customer Satisfaction the Highest
Ranked Zain Customer Satisfaction the Lowest
Zain Customer Satisfaction Score by Gender
Male customers rated Zain's Customer Satisfaction score 8 points higher than Female customers.
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90 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
82 / 100
FemaleVery Satisfied | 55% | |
|---|---|---|
Satisfied | 27% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 9% | |
Very Dissatisfied | 0% |
Zain Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Zain's Customer Satisfaction (CSAT) score was rated 66% according to Asian or Pacific Islander users and customers.
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66 / 100
Very Satisfied
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
34%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Zain's Customer Satisfaction (CSAT) score was rated 94% according to Other users and customers.
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94 / 100
Very Satisfied
50%
Satisfied
44%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
0%
Very Dissatisfied
0%
Zain Customer Satisfaction Score by Age
Zain's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 80% | |||||||||||||||
| 26-30 | 75% | |||||||||||||||
| 31-35 | 100% | |||||||||||||||
| 41-45 | 100% |
Zain Customer Satisfaction Score by Usage
Zain's Customer Satisfaction score was rated the highest by customers who have used Zain's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Zain Customer Satisfaction Score by Industry
Zain's Customer Satisfaction score was rated 100 points by Tech industry customers.
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"title": "Zain Customer Satisfaction Score by Industry",
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{
"label": "Tech",
"groupId": 104,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Zain's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
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}Zain Customer Satisfaction vs. Competitors
Compared to its competitors, Zain's Customer Satisfaction score is rated right above Saudi Telecom, and is preceded by MTN.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| du | 87% |
| MTN | 86% |
| Zain | 80% |
| Saudi Telecom | 0% |
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Zain Customer Service
4.1/5
Zain has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
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About Zain's Customer Service
Website
http://www.zain.com/en/
Quick Insights into Zain Customer Service
Zain's Customer Service score was rated highest by customers ages 31-35, and rated lowest by Asian or Pacific Islander customers.
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Ranked Zain Customer Service the Highest
Ranked Zain Customer Service the Lowest
Zain Customer Service Score by Gender
Male customers rated Zain's Customer Service score 0.3 stars higher than Female customers.
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Male
4.4/5
Female
4.1/5
Zain Customer Service Score by Ethnicity
Zain's Customer Service score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Zain.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Other 4.5 | Other | 4.5 |
Zain Customer Service Score by Age
Zain's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.1 | 26-30 | 4.1 |
31-35 4.9 | 31-35 | 4.9 |
41-45 4.3 | 41-45 | 4.3 |
Zain Customer Service Score by Usage
Zain's Customer Service score was rated the highest by customers who have used Zain's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Zain Customer Service Score by Industry
Zain's Customer Service score was rated 4.4 stars by Tech industry customers.
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Zain Customer Service vs. Competitors
Compared to its competitors, Zain's Customer Service score is rated right above du.
| COMPANY | Customer Service Score | |
|---|---|---|
| Zain | 4.1/5 |
| du | 4/5 |
| MTN | 3.9/5 |
| Saudi Telecom | N/A |
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Zain as an Employer
4.5/5
Zain has a 4.5/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Zain scored a 35 for Net Promoter Score and a 20 for Employee Net Promoter Score. NPS gauges how likely a customer of Zain would recommend the brand to a friend. ENPS measures how likely Zain employees would recommend working at Zain to a friend.
Net Promoter Score
35
NPS Score
| 63% | Promoters |
|---|---|
| 9% | Passive |
| 28% | Detractors |
Employee Net Promoter Score
20
eNPS Score
| 51% | Promoters |
|---|---|
| 18% | Passive |
| 31% | Detractors |
