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NPS
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Gusto
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About Gusto's Brand
"Gusto is a provider of cloud based payroll, benefits and worker's compensation processing solutions for businesses." Among its major competitors, Gusto is ranked in 7th place for NPS while Wagepoint is 1st, and Xero Inc is 2nd.Their current valuation is $2.00B
Brand at a Glance
72%
Customer Loyalty
3.2/5
Product Quality
3.1/5
Pricing
2.4/5
Customer Service
Gusto CMO
Gusto Ranking
- #4 / 4 of its competitors
Gusto NPS
Gusto's Net Promoter Score (NPS) is a 1 with 46% Promoters, 9% Passives, and 45% Detractors. Net Promoter Score tracks whether Gusto's customers would recommend using the product based on a scale of -100 to 100.
Gusto Overall NPS
| 46% | Promoters |
|---|---|
| 9% | Passives |
| 45% | Detractors |
Gusto NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2024 4 | Dec 2024 | 4 |
Jan 2025 4 | Jan 2025 | 4 |
Feb 2025 1 | Feb 2025 | 1 |
Mar 2025 1 | Mar 2025 | 1 |
Apr 2025 2 | Apr 2025 | 2 |
Jun 2025 2 | Jun 2025 | 2 |
Aug 2025 2 | Aug 2025 | 2 |
Sep 2025 4 | Sep 2025 | 4 |
Feb 2026 2 | Feb 2026 | 2 |
Mar 2026 2 | Mar 2026 | 2 |
Apr 2026 1 | Apr 2026 | 1 |
May 2026 1 | May 2026 | 1 |
How Other Brands Compare
Gusto is ranked #4 for NPS among its competitors. Xero Inc and Zenefits come in first and second, with Intuit coming in at third. Among those competitors, it is the lowest valued company behind Intuit.
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.
Gusto NPS by Gender
Male customers rated Gusto's NPS 6 points higher than Female customers.
Male
-61
Gusto's NPS was rated -61 by Male customers on Comparably.
18%
Promoters
3%
Passives
79%
Detractors
Female
-67
Gusto's NPS was rated -67 by Female customers on Comparably.
15%
Promoters
3%
Passives
82%
Detractors
Gusto NPS by Ethnicity
Gusto's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -77 | Caucasian | -77 |
Hispanic or Latino -51 | Hispanic or Latino | -51 |
African American/Black 34 | African American/Black | 34 |
Asian or Pacific Islander -20 | Asian or Pacific Islander | -20 |
Other -76 | Other | -76 |
Gusto NPS by Age
Gusto's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Gusto NPS by Usage
Gusto's NPS was rated the highest by customers who have used Gusto's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -14 | Less than 1 Year | -14 |
1 to 2 Years -22 | 1 to 2 Years | -22 |
2 to 5 Years -26 | 2 to 5 Years | -26 |
5 to 10 Years -7 | 5 to 10 Years | -7 |
Gusto Customer Reviews
Out of the 21 Gusto customer reviews 5 were positive and 16 were constructive. Gusto 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
Gusto 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 Gusto users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Gusto Customer Loyalty Score by Gender
Male customers rated Gusto's Customer Loyalty score 1% higher than Female customers.
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Male
68%
Yes
Female
67%
Yes
Gusto Customer Loyalty Score by Ethnicity
Gusto's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Gusto.
65
out of 100
Caucasian
85
out of 100
Hispanic or Latino
100
out of 100
African American/Black
46
out of 100
Asian or Pacific Islander
63
out of 100
Other
Gusto Customer Loyalty Score by Age
Gusto's Customer Loyalty score was rated the highest by customers ages 61-65, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Gusto.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 64% | 26-30 | 64% |
31-35 64% | 31-35 | 64% |
36-40 49% | 36-40 | 49% |
41-45 78% | 41-45 | 78% |
46-50 70% | 46-50 | 70% |
51-55 74% | 51-55 | 74% |
56-60 82% | 56-60 | 82% |
61-65 100% | 61-65 | 100% |
66+ 49% | 66+ | 49% |
Gusto Customer Loyalty Score by Usage
Gusto's Customer Loyalty score was rated the highest by customers who have used Gusto's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Gusto Customer Loyalty Score by Industry
Gusto's Customer Loyalty score was rated the highest by Arts and Entertainment industry customers, and the lowest by Tech industry customers.
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Gusto Customer Loyalty vs. Competitors
Compared to its competitors, Gusto's Customer Loyalty score is rated right above Zenefits, and is preceded by Justworks.
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Gusto Product Quality
3.2/5
Gusto has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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Gusto Product Information
Gusto serves markets in the United States. Gusto supports Web devices and offers products for small and medium sized businesses.
Gusto’s product quality score is a 3.2 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Gusto's product the highest. Reviewers from the Arts and Entertainment industry rated Gusto the lowest at 3.5.
- Website
- https://gusto.com/
- Company Size
- 1,001-5,000 Employees
Industry
Banking and Financial Services
Languages Supported
English
Product Type
Benefits Administration Software
Human Resources (HR) Software
Payroll Software
Tax Management Software
Quick Insights into Gusto Product Quality
Gusto's Product Quality score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Fashion and Beauty industry.
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Ranked Gusto Product Quality the Highest
Ranked Gusto Product Quality the Lowest
Gusto Product Quality Score by Gender
Male customers rated Gusto's Product Quality score 0.8 stars higher than Female customers.
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Male
2.8/5
Female
2/5
Gusto Product Quality Score by Ethnicity
Gusto's Product Quality score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Gusto.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
Hispanic or Latino 2 | Hispanic or Latino | 2 |
African American/Black 4.1 | African American/Black | 4.1 |
Asian or Pacific Islander 3 | Asian or Pacific Islander | 3 |
Other 2.7 | Other | 2.7 |
Gusto Product Quality Score by Age
Gusto's Product Quality score was rated the highest by customers ages 51-55, and the lowest by customers ages 61-65.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 2.5 | 26-30 | 2.5 |
31-35 2.7 | 31-35 | 2.7 |
36-40 2.3 | 36-40 | 2.3 |
41-45 2.5 | 41-45 | 2.5 |
46-50 1.9 | 46-50 | 1.9 |
51-55 3.2 | 51-55 | 3.2 |
56-60 2.2 | 56-60 | 2.2 |
61-65 1.5 | 61-65 | 1.5 |
66+ 2.3 | 66+ | 2.3 |
Gusto Product Quality Score by Usage
Gusto's Product Quality score was rated the highest by customers who have used Gusto's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Gusto Product Quality Score by Industry
Gusto's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Fashion and Beauty industry customers.
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Gusto Product Quality vs. Competitors
Compared to its competitors, Gusto's Product Quality score is rated right above Zenefits, and is preceded by Intuit.
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Gusto Pricing
Gusto ROI & Value For Money
3.1/5
Gusto has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Gusto Pricing Plans
Gusto has a pricing structure that accommodates small and medium businesses. Starting from $45/month, Gusto uses a subscription model and offers the following: Core: $39 per company + $6 per employee per month., Complete: $39 per company + $12 per employee per month., and Concierge: $149 per company + $12 per employee per month..
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 Sports & Entertainment industry. The users from the Fashion and Beauty industry think that they had the lowest ROI from Gusto.
Who Uses Gusto?
Small Businesses
Medium Businesses
Quick Insights into Gusto ROI
Gusto's ROI score was rated highest by African American/Black customers, and rated lowest by customers from the Fashion and Beauty industry.
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Ranked Gusto ROI the Highest
Ranked Gusto ROI the Lowest
Gusto ROI Score by Gender
Male customers rated Gusto's ROI score 0.8 stars higher than Female customers.
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Male
2.7/5
Female
1.9/5
Gusto ROI Score by Ethnicity
Gusto's ROI score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Gusto.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Hispanic or Latino 2 | Hispanic or Latino | 2 |
African American/Black 5 | African American/Black | 5 |
Asian or Pacific Islander 2.9 | Asian or Pacific Islander | 2.9 |
Other 2.2 | Other | 2.2 |
Gusto ROI Score by Age
Gusto's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Gusto.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 1.9 | 26-30 | 1.9 |
31-35 2.9 | 31-35 | 2.9 |
36-40 2.5 | 36-40 | 2.5 |
41-45 2.1 | 41-45 | 2.1 |
46-50 1.9 | 46-50 | 1.9 |
51-55 2.9 | 51-55 | 2.9 |
56-60 2.3 | 56-60 | 2.3 |
61-65 1.5 | 61-65 | 1.5 |
66+ 2 | 66+ | 2 |
Gusto ROI Score by Usage
Gusto's ROI score was rated the highest by customers who have used Gusto's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Gusto ROI Score by Industry
Gusto's ROI score was rated the highest by Sports & Entertainment industry customers, and the lowest by Fashion and Beauty industry customers.
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Gusto Pricing vs. Competitors
Compared to its competitors, Gusto's ROI score is rated right below Zenefits.
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Gusto Customer Satisfaction (CSAT)
Gusto Customer Satisfaction (CSAT) Score
43 / 100
Gusto has an overall Customer Satisfaction score of 43 rated by its users and customers.
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Very Satisfied
28%
Satisfied
15%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
13%
Very Dissatisfied
36%
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 Gusto Customer Satisfaction
Gusto's Customer Satisfaction score was rated highest by African American/Black customers, and rated lowest by customers from the Non-Profit industry.
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Ranked Gusto Customer Satisfaction the Highest
Ranked Gusto Customer Satisfaction the Lowest
Gusto Customer Satisfaction Score by Gender
Male customers rated Gusto's Customer Satisfaction score 18 points higher than Female customers.
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32 / 100
MaleVery Satisfied | 16% | |
|---|---|---|
Satisfied | 16% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 13% | |
Very Dissatisfied | 42% |
14 / 100
FemaleVery Satisfied | 8% | |
|---|---|---|
Satisfied | 6% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 33% | |
Very Dissatisfied | 47% |
Gusto Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Gusto's Customer Satisfaction (CSAT) score was rated 18% according to Caucasian users and customers.
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18 / 100
Very Satisfied
7%
Satisfied
11%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
24%
Very Dissatisfied
50%
CSAT according to Hispanic or Latino
Gusto's Customer Satisfaction (CSAT) score was rated 17% according to Hispanic or Latino users and customers.
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17 / 100
Very Satisfied
0%
Satisfied
17%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
16%
Very Dissatisfied
50%
CSAT according to African American/Black
Gusto's Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.
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100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Gusto's Customer Satisfaction (CSAT) score was rated 60% according to Asian or Pacific Islander users and customers.
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60 / 100
Very Satisfied
40%
Satisfied
20%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
40%
CSAT according to Other
Gusto's Customer Satisfaction (CSAT) score was rated 11% according to Other users and customers.
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11 / 100
Very Satisfied
11%
Satisfied
0%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
38%
Very Dissatisfied
38%
Gusto Customer Satisfaction Score by Age
Gusto's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Gusto.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 20% | |||||||||||||||
| 31-35 | 50% | |||||||||||||||
| 36-40 | 50% | |||||||||||||||
| 41-45 | 14% | |||||||||||||||
| 46-50 | 9% | |||||||||||||||
| 51-55 | 21% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 0% | |||||||||||||||
| 66+ | 14% |
Gusto Customer Satisfaction Score by Usage
Gusto's Customer Satisfaction score was rated the highest by customers who have used Gusto's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Gusto Customer Satisfaction Score by Industry
Gusto's Customer Satisfaction score was rated the highest by Arts and Entertainment industry customers, and the lowest by Non-Profit industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Gusto Customer Satisfaction Score by Industry",
"text": "Gusto's Customer Satisfaction score was rated the highest by Arts and Entertainment industry customers, and the lowest by Non-Profit industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 21,
"stars": 0,
"csatScore": 21,
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"scoreClassName": "",
"scoreLabel": 21
},
{
"label": "Accounting",
"groupId": 495,
"score": 33,
"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Fashion and Beauty",
"groupId": 497,
"score": 0,
"stars": 0,
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"scoreClassName": "",
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"groupId": 499,
"score": 67,
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{
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},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 20,
"stars": 0,
"csatScore": 20,
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"scoreClassName": "",
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},
{
"label": "Non-Profit",
"groupId": 540,
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"scoreClassName": "",
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]
}Gusto Customer Satisfaction vs. Competitors
Compared to its competitors, Gusto's Customer Satisfaction score is rated right above Zenefits, and is preceded by Intuit.
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Gusto Customer Service
2.4/5
Gusto has an overall Customer Service score of 2.4 out of 5 stars rated by its users and customers.
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About Gusto's Customer Service
Address
525 20th Street, San Francisco, CA 94107
Website
https://gusto.com/
Phone Number
(800) 936-0383
Gusto's Social Links
Quick Insights into Gusto Customer Service
Gusto's Customer Service score was rated highest by African American/Black customers, and rated lowest by Female customers.
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Ranked Gusto Customer Service the Highest
Ranked Gusto Customer Service the Lowest
Gusto Customer Service Score by Gender
Male customers rated Gusto's Customer Service score 0.5 stars higher than Female customers.
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Male
2/5
Female
1.5/5
Gusto Customer Service Score by Ethnicity
Gusto's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Gusto.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.6 | Hispanic or Latino | 1.6 |
African American/Black 4.8 | African American/Black | 4.8 |
Asian or Pacific Islander 2.9 | Asian or Pacific Islander | 2.9 |
Other 1.7 | Other | 1.7 |
Gusto Customer Service Score by Age
Gusto's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Gusto.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 1.5 | 26-30 | 1.5 |
31-35 2.9 | 31-35 | 2.9 |
36-40 2.2 | 36-40 | 2.2 |
41-45 1.6 | 41-45 | 1.6 |
46-50 1.5 | 46-50 | 1.5 |
51-55 2.1 | 51-55 | 2.1 |
56-60 1.8 | 56-60 | 1.8 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Gusto Customer Service Score by Usage
Gusto's Customer Service score was rated the highest by customers who have used Gusto's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Gusto Customer Service Score by Industry
Gusto's Customer Service score was rated the highest by Arts and Entertainment industry customers, and the lowest by Fashion and Beauty industry customers.
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Gusto Customer Service vs. Competitors
Compared to its competitors, Gusto's Customer Service score is rated right above Zenefits, and is preceded by Intuit.
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Gusto as an Employer
3.0/5
Gusto has a 3.0/5 stars for its overall company culture rated by their employees
bottom
35%
Consumer vs. Employees
Gusto scored a 1 for Net Promoter Score and a -5 for Employee Net Promoter Score. NPS gauges how likely a customer of Gusto would recommend the brand to a friend. ENPS measures how likely Gusto employees would recommend working at Gusto to a friend.
Net Promoter Score
1
NPS Score
| 46% | Promoters |
|---|---|
| 9% | Passive |
| 45% | Detractors |
Employee Net Promoter Score
-5
eNPS Score
| 39% | Promoters |
|---|---|
| 17% | Passive |
| 44% | Detractors |
