3
NPS
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Charles River Laboratories
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About Charles River Laboratories' Brand
Charles River provides essential products and services to help institutions around the globe accelerate their research and drug development efforts.
Brand at a Glance
77%
Customer Loyalty
3.7/5
Product Quality
3.6/5
Pricing
3.8/5
Customer Service
Charles River Laboratories NPS
Charles River Laboratories's Net Promoter Score (NPS) is a 3 with 43% Promoters, 17% Passives, and 40% Detractors. Net Promoter Score tracks whether Charles River Laboratories's customers would recommend using the product based on a scale of -100 to 100.
Charles River Laboratories Overall NPS
| 43% | Promoters |
|---|---|
| 17% | Passives |
| 40% | Detractors |
Charles River Laboratories NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2022 13 | May 2022 | 13 |
Jun 2022 19 | Jun 2022 | 19 |
Aug 2022 18 | Aug 2022 | 18 |
Sep 2022 16 | Sep 2022 | 16 |
Dec 2022 9 | Dec 2022 | 9 |
Feb 2023 12 | Feb 2023 | 12 |
May 2023 7 | May 2023 | 7 |
Jun 2023 4 | Jun 2023 | 4 |
Jan 2024 8 | Jan 2024 | 8 |
Feb 2024 3 | Feb 2024 | 3 |
Jun 2024 2 | Jun 2024 | 2 |
Dec 2024 3 | Dec 2024 | 3 |
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.
Charles River Laboratories NPS by Gender
Charles River Laboratories's NPS was rated 0 by Female customers on Comparably.
Female
0
Charles River Laboratories's NPS was rated by Female customers on Comparably.
40%
Promoters
20%
Passives
40%
Detractors
Male
N/A
Charles River Laboratories's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Charles River Laboratories NPS by Age
Charles River Laboratories's NPS was rated 0 points by customers ages 36-40 on Comparably.
Charles River Laboratories NPS by Usage
Charles River Laboratories's NPS was rated 34 points by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years 34 | 2 to 5 Years | 34 |
Charles River Laboratories Customer Loyalty
77%
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.
77% of Charles River Laboratories 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?"
Charles River Laboratories Customer Loyalty Score by Gender
Charles River Laboratories's Customer Loyalty score was rated 46 by Female customers on Comparably.
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Female
46%
Yes
Male
N/A
Yes
Charles River Laboratories Customer Loyalty Score by Age
Charles River Laboratories's Customer Loyalty score was rated 40% by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Charles River Laboratories.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 40% | 36-40 | 40% |
Charles River Laboratories Customer Loyalty Score by Usage
Charles River Laboratories's Customer Loyalty score was rated 70% by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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.
Charles River Laboratories Product Quality
3.7/5
Charles River Laboratories has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Charles River Laboratories Product Information
Charles River Laboratories’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Website
- https://www.criver.com/
- Company Size
- 10,000+ Employees
Industry
Biotech and Pharmaceuticals
Quick Insights into Charles River Laboratories Product Quality
Charles River Laboratories's Product Quality score was rated highest by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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Ranked Charles River Laboratories Product Quality the Highest
Charles River Laboratories Product Quality Score by Gender
Charles River Laboratories's Product Quality score was rated 3.2 by Female customers on Comparably.
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Female
3.2/5
Male
N/A
Charles River Laboratories Product Quality Score by Age
Charles River Laboratories's Product Quality score was rated 2.3 stars by customers ages 36-40 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 2.3 | 36-40 | 2.3 |
Charles River Laboratories Product Quality Score by Usage
Charles River Laboratories's Product Quality score was rated 4.3 stars by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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Charles River Laboratories Pricing
Charles River Laboratories ROI & Value For Money
3.6/5
Charles River Laboratories has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Quick Insights into Charles River Laboratories ROI
Charles River Laboratories's ROI score was rated highest by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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Ranked Charles River Laboratories ROI the Highest
Charles River Laboratories ROI Score by Gender
Charles River Laboratories's ROI score was rated 3.8 by Female customers on Comparably.
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Female
3.8/5
Male
N/A
Charles River Laboratories ROI Score by Age
Charles River Laboratories's ROI score was rated 3.6 stars by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Charles River Laboratories.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 3.6 | 36-40 | 3.6 |
Charles River Laboratories ROI Score by Usage
Charles River Laboratories's ROI score was rated 4.1 stars by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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Charles River Laboratories Customer Satisfaction (CSAT)
Charles River Laboratories Customer Satisfaction (CSAT) Score
66 / 100
Charles River Laboratories has an overall Customer Satisfaction score of 66 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
33%
Satisfied
33%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
11%
Very Dissatisfied
11%
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 Charles River Laboratories Customer Satisfaction
Charles River Laboratories's Customer Satisfaction score was rated highest by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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Ranked Charles River Laboratories Customer Satisfaction the Highest
Charles River Laboratories Customer Satisfaction Score by Gender
Charles River Laboratories's Customer Satisfaction score was rated 40 by Female customers on Comparably.
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40 / 100
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 40% | |
Neither Satisfied nor Dissatisfied | 20% | |
Dissatisfied | 20% | |
Very Dissatisfied | 20% |
Charles River Laboratories Customer Satisfaction Score by Age
Charles River Laboratories's Customer Satisfaction score was rated 33 points by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Charles River Laboratories.
0
20
40
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80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 36-40 | 33% |
Charles River Laboratories Customer Satisfaction Score by Usage
Charles River Laboratories's Customer Satisfaction score was rated 67 points by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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Charles River Laboratories Customer Service
3.8/5
Charles River Laboratories has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Charles River Laboratories's Customer Service
Address
251 Ballardvale Street, Wilmington, MA 01887
Website
https://www.criver.com/
Phone Number
877.274.8371
Charles River Laboratories's Social Links
Quick Insights into Charles River Laboratories Customer Service
Charles River Laboratories's Customer Service score was rated highest by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
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Ranked Charles River Laboratories Customer Service the Highest
Charles River Laboratories Customer Service Score by Gender
Charles River Laboratories's Customer Service score was rated 4.1 by Female customers on Comparably.
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Female
4.1/5
Male
N/A
Charles River Laboratories Customer Service Score by Age
Charles River Laboratories's Customer Service score was rated 4.1 stars by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Charles River Laboratories.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 4.1 | 36-40 | 4.1 |
Charles River Laboratories Customer Service Score by Usage
Charles River Laboratories's Customer Service score was rated 4.1 stars by customers who have used Charles River Laboratories's products/services for 2 to 5 Years.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Charles River Laboratories as an Employer
3.3/5
Charles River Laboratories has a 3.3/5 stars for its overall company culture rated by their employees
bottom
25%
CEO of Charles River Laboratories
In the Bottom 25% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Charles River Laboratories scored a 3 for Net Promoter Score and a -13 for Employee Net Promoter Score. NPS gauges how likely a customer of Charles River Laboratories would recommend the brand to a friend. ENPS measures how likely Charles River Laboratories employees would recommend working at Charles River Laboratories to a friend.
Net Promoter Score
3
NPS Score
| 43% | Promoters |
|---|---|
| 17% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
-13
eNPS Score
| 35% | Promoters |
|---|---|
| 17% | Passive |
| 48% | Detractors |
