20
NPS
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Macmillan Learning
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About Macmillan Learning's Brand
Every great company has a culture that makes it unique; a compelling sense of purpose that drives people to show up to work each day. For Macmillan Learning, that purpose is to inspire what’s possible for every learner. We are energized by that mission and by our role as a positive force in education. We know that what we do makes a difference and we work everyday to unlock the potential of every learner, actively participating in each one’s educational life with our course materials and digital tools. As a privately-held, family-owned company, we provide our employees with the freedom to focus on what’s most important: the students.
Brand at a Glance
58%
Customer Loyalty
2.9/5
Product Quality
2.9/5
Pricing
3.1/5
Customer Service
Macmillan Learning NPS
Macmillan Learning's Net Promoter Score (NPS) is a 20 with 60% Promoters, 0% Passives, and 40% Detractors. Net Promoter Score tracks whether Macmillan Learning's customers would recommend using the product based on a scale of -100 to 100.
Macmillan Learning Overall NPS
| 60% | Promoters |
|---|---|
| 0% | Passives |
| 40% | Detractors |
Macmillan Learning NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2021 100 | Aug 2021 | 100 |
Nov 2021 100 | Nov 2021 | 100 |
Jan 2022 100 | Jan 2022 | 100 |
Feb 2022 71 | Feb 2022 | 71 |
Oct 2022 75 | Oct 2022 | 75 |
Dec 2022 55 | Dec 2022 | 55 |
Jan 2023 60 | Jan 2023 | 60 |
Feb 2023 45 | Feb 2023 | 45 |
Oct 2023 33 | Oct 2023 | 33 |
Aug 2025 23 | Aug 2025 | 23 |
Oct 2025 15 | Oct 2025 | 15 |
Mar 2026 20 | Mar 2026 | 20 |
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.
Macmillan Learning Customer Loyalty
58%
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.
58% of Macmillan Learning 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?"
Macmillan Learning Product Quality
2.9/5
Macmillan Learning has an overall Product Quality score of 2.9 out of 5 stars rated by its users and customers.
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Macmillan Learning Product Information
Macmillan Learning’s product quality score is a 2.9 out of 5 as rated by its users and customers.
- Company Size
- 201-500 Employees
Industry
Education
Macmillan Learning Pricing
Macmillan Learning ROI & Value For Money
2.9/5
Macmillan Learning has a value for money and ROI score of 2.9 out of 5 stars rated by its users and customers.
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Macmillan Learning Customer Satisfaction (CSAT)
Macmillan Learning Customer Satisfaction (CSAT) Score
51 / 100
Macmillan Learning has an overall Customer Satisfaction score of 51 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
38%
Satisfied
13%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
0%
Very Dissatisfied
38%
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.
Macmillan Learning Customer Service
3.1/5
Macmillan Learning has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About Macmillan Learning's Customer Service
Address
120 Broadway, 27th Floor, New York City, NY 10271
Website
https://www.macmillanlearning.com/
Phone Number
1-800-936-6899
Macmillan Learning's Social Links
Macmillan Learning as an Employer
3.4/5
Macmillan Learning has a 3.4/5 stars for its overall company culture rated by their employees
bottom
25%
Consumer vs. Employees
Macmillan Learning scored a 20 for Net Promoter Score and a -8 for Employee Net Promoter Score. NPS gauges how likely a customer of Macmillan Learning would recommend the brand to a friend. ENPS measures how likely Macmillan Learning employees would recommend working at Macmillan Learning to a friend.
Net Promoter Score
20
NPS Score
| 60% | Promoters |
|---|---|
| 0% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
-8
eNPS Score
| 40% | Promoters |
|---|---|
| 12% | Passive |
| 48% | Detractors |
