6
NPS
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Caffè Nero
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About Caffè Nero's Brand
Brand at a Glance
86%
Customer Loyalty
3.9/5
Product Quality
3.8/5
Pricing
4/5
Customer Service
Caffè Nero NPS
Caffè Nero's Net Promoter Score (NPS) is a 6 with 32% Promoters, 42% Passives, and 26% Detractors. Net Promoter Score tracks whether Caffè Nero's customers would recommend using the product based on a scale of -100 to 100.
Caffè Nero Overall NPS
| 32% | Promoters |
|---|---|
| 42% | Passives |
| 26% | Detractors |
Caffè Nero NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2022 50 | Feb 2022 | 50 |
Mar 2022 57 | Mar 2022 | 57 |
Aug 2022 38 | Aug 2022 | 38 |
Nov 2022 22 | Nov 2022 | 22 |
Aug 2023 30 | Aug 2023 | 30 |
Dec 2023 18 | Dec 2023 | 18 |
Jan 2024 16 | Jan 2024 | 16 |
Mar 2024 20 | Mar 2024 | 20 |
May 2024 12 | May 2024 | 12 |
Jun 2024 6 | Jun 2024 | 6 |
Apr 2026 5 | Apr 2026 | 5 |
May 2026 5 | May 2026 | 5 |
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.
Caffè Nero NPS by Gender
Female customers rated Caffè Nero's NPS 17 points higher than Male customers.
Male
33
Caffè Nero's NPS was rated 33 by Male customers on Comparably.
33%
Promoters
67%
Passives
0%
Detractors
Female
50
Caffè Nero's NPS was rated 50 by Female customers on Comparably.
50%
Promoters
50%
Passives
0%
Detractors
Caffè Nero NPS by Age
Caffè Nero's NPS was rated 33 points by customers ages 26-30 on Comparably.
Caffè Nero NPS by Usage
Caffè Nero's NPS was rated the highest by customers who have used Caffè Nero'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 67 | Less than 1 Year | 67 |
2 to 5 Years 20 | 2 to 5 Years | 20 |
Caffè Nero Customer Loyalty
86%
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.
86% of Caffè Nero users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Caffè Nero Customer Loyalty Score by Gender
Female customers rated Caffè Nero's Customer Loyalty score 30% higher than Male customers.
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Male
70%
Yes
Female
100%
Yes
Caffè Nero Customer Loyalty Score by Age
Caffè Nero's Customer Loyalty score was rated 100% by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Caffè Nero.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 100% | 26-30 | 100% |
Caffè Nero Customer Loyalty Score by Usage
Caffè Nero's Customer Loyalty score was rated the highest by customers who have used Caffè Nero's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Caffè Nero Product Quality
3.9/5
Caffè Nero has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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Caffè Nero Product Information
Caffè Nero’s product quality score is a 3.9 out of 5 as rated by its users and customers.
- Website
- http://www.caffenero.com
- Company Size
- 5,001-10,000 Employees
Quick Insights into Caffè Nero Product Quality
Caffè Nero's Product Quality score was rated highest by customers who have used Caffè Nero's products/services for Less than 1 Year, and rated lowest by customers who have used Caffè Nero's products/services for 2 to 5 Years.
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Ranked Caffè Nero Product Quality the Highest
Ranked Caffè Nero Product Quality the Lowest
Caffè Nero Product Quality Score by Gender
Female customers rated Caffè Nero's Product Quality score 0.4 stars higher than Male customers.
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Male
4.1/5
Female
4.5/5
Caffè Nero Product Quality Score by Age
Caffè Nero's Product Quality score was rated 4.3 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Caffè Nero.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 4.3 | 26-30 | 4.3 |
Caffè Nero Product Quality Score by Usage
Caffè Nero's Product Quality score was rated the highest by customers who have used Caffè Nero's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Caffè Nero Pricing
Caffè Nero ROI & Value For Money
3.8/5
Caffè Nero has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Quick Insights into Caffè Nero ROI
Caffè Nero's ROI score was rated highest by customers who have used Caffè Nero's products/services for Less than 1 Year, and rated lowest by Female customers.
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Ranked Caffè Nero ROI the Highest
Ranked Caffè Nero ROI the Lowest
Caffè Nero ROI Score by Gender
Male customers rated Caffè Nero's ROI score 0.9 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Caffè Nero.
Male
4.6/5
Female
3.7/5
Caffè Nero ROI Score by Age
Caffè Nero's ROI score was rated 3.3 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Caffè Nero.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.3 | 26-30 | 3.3 |
Caffè Nero ROI Score by Usage
Caffè Nero's ROI score was rated the highest by customers who have used Caffè Nero's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Caffè Nero Customer Satisfaction (CSAT)
Caffè Nero Customer Satisfaction (CSAT) Score
86 / 100
Caffè Nero has an overall Customer Satisfaction score of 86 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
29%
Satisfied
57%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
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.
Caffè Nero Customer Service
4/5
Caffè Nero has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Caffè Nero's Customer Service
Address
United Kingdom
Website
http://www.caffenero.com
Quick Insights into Caffè Nero Customer Service
Caffè Nero's Customer Service score was rated highest by Male customers, and rated lowest by customers who have used Caffè Nero's products/services for Less than 1 Year.
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Ranked Caffè Nero Customer Service the Highest
Ranked Caffè Nero Customer Service the Lowest
Caffè Nero Customer Service Score by Gender
Male customers rated Caffè Nero's Customer Service score 0.2 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Caffè Nero.
Male
4.8/5
Female
4.6/5
Caffè Nero Customer Service Score by Age
Caffè Nero's Customer Service score was rated 4.5 stars by customers ages 26-30 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Caffè Nero.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 4.5 | 26-30 | 4.5 |
Caffè Nero Customer Service Score by Usage
Caffè Nero's Customer Service score was rated 4.6 stars by customers who have used Caffè Nero's products/services for 2 to 5 Years, and by customers with Less than 1 Year of usage.
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Caffè Nero as an Employer
Consumer vs. Employees
Caffè Nero scored a 6 for Net Promoter Score and a -9 for Employee Net Promoter Score. NPS gauges how likely a customer of Caffè Nero would recommend the brand to a friend. ENPS measures how likely Caffè Nero employees would recommend working at Caffè Nero to a friend.
Net Promoter Score
6
NPS Score
| 32% | Promoters |
|---|---|
| 42% | Passive |
| 26% | Detractors |
Employee Net Promoter Score
-9
eNPS Score
| 27% | Promoters |
|---|---|
| 37% | Passive |
| 36% | Detractors |
