MassMutual Financial Group NPS & Customer Reviews

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MassMutual Financial Group

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MassMutual Financial Group

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About MassMutual Financial Group's Brand

MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policy owners. Among its major competitors, MassMutual Financial Group is ranked in 2nd place for NPS while New York Life Insurance Company is 1st, and Colonial Life is 3rd.

Brand at a Glance

80%

Customer Loyalty

3.6/5

Product Quality

3.6/5

Pricing

3.5/5

Customer Service

MassMutual Financial Group Ranking

^#2 / 4 of its competitors

MassMutual Financial Group NPS

MassMutual Financial Group's Net Promoter Score (NPS) is a 21 with 52% Promoters, 17% Passives, and 31% Detractors. Net Promoter Score tracks whether MassMutual Financial Group's customers would recommend using the product based on a scale of -100 to 100.

MassMutual Financial Group Overall NPS

NPS

52%	Promoters
17%	Passives
31%	Detractors

MassMutual Financial Group NPS Trend

-100

-50

100

Summary	Date	Score
Jul 2023 20	Jul 2023	20
Oct 2023 14	Oct 2023	14
Feb 2024 17	Feb 2024	17
May 2024 17	May 2024	17
Jun 2024 15	Jun 2024	15
Jan 2025 15	Jan 2025	15
Apr 2025 18	Apr 2025	18
Jun 2025 20	Jun 2025	20
Jul 2025 20	Jul 2025	20
Sep 2025 22	Sep 2025	22
Oct 2025 24	Oct 2025	24
Jan 2026 21	Jan 2026	21

How Other Brands Compare

MassMutual Financial Group is ranked second for NPS among its competitors. New York Life Insurance Company and Prudential come in first and third, with MetLife coming in at #4.

	MassMutual Financial Group	Prudential	New York Life Insurance Company	MetLife
Global Ranking	#-	#176	#515	#-
NPS	21	-4	24	-19
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	-	Neutral
Valuation Updated every 24 hours for public companies	-	$36.42B	$54.48B	$54.48B

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.

MassMutual Financial Group NPS by Gender

Male customers rated MassMutual Financial Group's NPS 24 points higher than Female customers.

Male

MassMutual Financial Group's NPS was rated 24 by Male customers on Comparably.

37%

Promoters

50%

Passives

13%

Detractors

Female

MassMutual Financial Group's NPS was rated by Female customers on Comparably.

50%

Promoters

Passives

50%

Detractors

MassMutual Financial Group NPS by Ethnicity

MassMutual Financial Group's NPS was rated the highest by Caucasian customers, and the lowest by African American/Black customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian 17	Caucasian	17
African American/Black 0	African American/Black	0

MassMutual Financial Group NPS by Age

MassMutual Financial Group's NPS was rated the highest by customers ages 66+, and the lowest by customers ages 36-40.

100

Summary

Age

Promoters

Passives

Detractors

36-40

33%

67%

66+

25%

50%

MassMutual Financial Group NPS by Usage

MassMutual Financial Group's NPS was rated the highest by customers who have used MassMutual Financial Group's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year -20	Less than 1 Year	-20
1 to 2 Years 0	1 to 2 Years	0
Over 10 Years 50	Over 10 Years	50

MassMutual Financial Group NPS vs. Competitors

Compared to its competitors, MassMutual Financial Group's NPS is rated right above Colonial Life, and is preceded by New York Life Insurance Company.

COMPANY		NPS Score
	New York Life Insurance Company	24
	MassMutual Financial Group	21
	Colonial Life	16
	Prudential	-4
	MetLife	-19

MassMutual Financial Group Customer Reviews

Out of the 3 MassMutual Financial Group customer reviews 2 were positive and 1 was constructive. MassMutual Financial Group 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

MassMutual Financial Group Customer Loyalty

80%

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.

80% of MassMutual Financial Group 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?"

80%

20%

MassMutual Financial Group Customer Loyalty Score by Gender

Male customers rated MassMutual Financial Group's Customer Loyalty score 11% higher than Female customers.

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Male

89%

Yes

Female

78%

Yes

MassMutual Financial Group Customer Loyalty Score by Ethnicity

MassMutual Financial Group's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.

% who answered "Yes"

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100

out of 100

Caucasian

out of 100

African American/Black

MassMutual Financial Group Customer Loyalty Score by Age

MassMutual Financial Group's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 36-40.

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20%

40%

60%

80%

100%

Summary	Age	Score
36-40 10%	36-40	10%
66+ 100%	66+	100%

MassMutual Financial Group Customer Loyalty Score by Usage

MassMutual Financial Group's Customer Loyalty score was rated the highest by customers who have used MassMutual Financial Group's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	64%
1 to 2 Years	70%
Over 10 Years	78%

MassMutual Financial Group Customer Loyalty Score by Industry

MassMutual Financial Group's Customer Loyalty score was rated 64% by Accounting industry customers.

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Accounting	64%

MassMutual Financial Group Customer Loyalty vs. Competitors

Compared to its competitors, MassMutual Financial Group's Customer Loyalty score is rated right above MetLife, and is preceded by Colonial Life.

COMPANY		Customer Loyalty Score
	Colonial Life	95%
	MassMutual Financial Group	80%
	MetLife	80%
	New York Life Insurance Company	79%
	Prudential	75%

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MassMutual Financial Group Product Quality

3.6/5

MassMutual Financial Group has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.

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MassMutual Financial Group Product Information

MassMutual Financial Group’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated MassMutual Financial Group's product the highest.

Website: http://massmutual.com

Company Size: 10,000+ Employees

Industry

Banking and Financial Services

Quick Insights into MassMutual Financial Group Product Quality

MassMutual Financial Group's Product Quality score was rated highest by customers who have used MassMutual Financial Group's products/services for Over 10 Years, and rated lowest by customers ages 66+.

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Ranked MassMutual Financial Group Product Quality the Highest

Over 10 Years	3.9
Accounting	3.5
Male	3.4

Ranked MassMutual Financial Group Product Quality the Lowest

Less than 1 Year	3.1
Female	2.7
66+	2.1

MassMutual Financial Group Product Quality Score by Gender

Male customers rated MassMutual Financial Group's Product Quality score 0.7 stars higher than Female customers.

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Male

3.4/5

Female

2.7/5

MassMutual Financial Group Product Quality Score by Ethnicity

MassMutual Financial Group's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 3.1	Caucasian	3.1
African American/Black 3.3	African American/Black	3.3

MassMutual Financial Group Product Quality Score by Age

MassMutual Financial Group's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.

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Summary	Age	Score
36-40 3.3	36-40	3.3
66+ 2.1	66+	2.1

MassMutual Financial Group Product Quality Score by Usage

MassMutual Financial Group's Product Quality score was rated the highest by customers who have used MassMutual Financial Group's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	3.1
1 to 2 Years	3.3
Over 10 Years	3.9

MassMutual Financial Group Product Quality Score by Industry

MassMutual Financial Group's Product Quality score was rated 3.5 stars by Accounting industry customers.

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Accounting	3.5

MassMutual Financial Group Product Quality vs. Competitors

Compared to its competitors, MassMutual Financial Group's Product Quality score is rated right above New York Life Insurance Company, and is preceded by Colonial Life.

COMPANY		Product Quality Score
	Colonial Life	3.8/5
	MassMutual Financial Group	3.6/5
	New York Life Insurance Company	3.4/5
	Prudential	3.3/5
	MetLife	2.9/5

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MassMutual Financial Group Pricing

MassMutual Financial Group ROI & Value For Money

3.6/5

MassMutual Financial Group 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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MassMutual Financial Group 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 Accounting industry.

Quick Insights into MassMutual Financial Group ROI

MassMutual Financial Group's ROI score was rated highest by customers from the Accounting industry, and rated lowest by customers ages 66+.

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Ranked MassMutual Financial Group ROI the Highest

Accounting	3.9
Male	3.7
Over 10 Years	3.7

Ranked MassMutual Financial Group ROI the Lowest

Caucasian	2.9
Female	2.7
66+	1.9

MassMutual Financial Group ROI Score by Gender

Male customers rated MassMutual Financial Group's ROI score 1 stars higher than Female customers.

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Male

3.7/5

Female

2.7/5

MassMutual Financial Group ROI Score by Ethnicity

MassMutual Financial Group's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 2.9	Caucasian	2.9
African American/Black 3.6	African American/Black	3.6

MassMutual Financial Group ROI Score by Age

MassMutual Financial Group's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.

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Summary	Age	Score
36-40 3.1	36-40	3.1
66+ 1.9	66+	1.9

MassMutual Financial Group ROI Score by Usage

MassMutual Financial Group's ROI score was rated the highest by customers who have used MassMutual Financial Group's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	3.1
1 to 2 Years	3.5
Over 10 Years	3.7

MassMutual Financial Group ROI Score by Industry

MassMutual Financial Group's ROI score was rated 3.9 stars by Accounting industry customers.

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Accounting	3.9

MassMutual Financial Group Pricing vs. Competitors

Compared to its competitors, MassMutual Financial Group's ROI score is rated right above New York Life Insurance Company, and is preceded by Colonial Life.

COMPANY		Pricing Score
	Colonial Life	3.7/5
	MassMutual Financial Group	3.6/5
	New York Life Insurance Company	3.3/5
	Prudential	3.2/5
	MetLife	2.8/5

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MassMutual Financial Group Customer Satisfaction (CSAT)

MassMutual Financial Group Customer Satisfaction (CSAT) Score

59 / 100

MassMutual Financial Group has an overall Customer Satisfaction score of 59 rated by its users and customers.

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Very Satisfied	44%
Satisfied	15%
Neither Satisfied nor Dissatisfied	26%
Dissatisfied	8%
Very Dissatisfied	7%

Very Satisfied

44%

Satisfied

15%

Neither Satisfied nor Dissatisfied

26%

Dissatisfied

Very Dissatisfied

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 MassMutual Financial Group Customer Satisfaction

MassMutual Financial Group's Customer Satisfaction score was rated highest by customers who have used MassMutual Financial Group's products/services for Less than 1 Year, and rated lowest by Female customers.

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Ranked MassMutual Financial Group Customer Satisfaction the Highest

Less than 1 Year	67%
Caucasian	60%
Male	57%

Ranked MassMutual Financial Group Customer Satisfaction the Lowest

Female	33%

MassMutual Financial Group Customer Satisfaction Score by Gender

Male customers rated MassMutual Financial Group's Customer Satisfaction score 24 points higher than Female customers.

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57 / 100

Male

	Very Satisfied	29%
	Satisfied	28%
	Neither Satisfied nor Dissatisfied	43%
	Dissatisfied	0%
	Very Dissatisfied	0%

33 / 100

Female

	Very Satisfied	33%
	Satisfied	0%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	34%
	Very Dissatisfied	33%

MassMutual Financial Group Customer Satisfaction Score by Ethnicity

Caucasian
60%

CSAT according to Caucasian

MassMutual Financial Group's Customer Satisfaction (CSAT) score was rated 60% according to Caucasian users and customers.

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60 / 100

Very Satisfied	40%
Satisfied	20%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	20%
Very Dissatisfied	20%

Very Satisfied

40%

Satisfied

20%

Neither Satisfied nor Dissatisfied

Dissatisfied

20%

Very Dissatisfied

20%

MassMutual Financial Group Customer Satisfaction Score by Age

MassMutual Financial Group's Customer Satisfaction score was rated 50 points by customers ages 66+ on Comparably.

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100

Breakdown

Age

Score

66+

50%

MassMutual Financial Group Customer Satisfaction Score by Usage

MassMutual Financial Group's Customer Satisfaction score was rated 67 points by customers who have used MassMutual Financial Group's products/services for Less than 1 Year.

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Less than 1 Year	67

MassMutual Financial Group Customer Satisfaction Score by Industry

MassMutual Financial Group's Customer Satisfaction score was rated 25 points by Accounting industry customers.

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			"label": "Accounting",
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Accounting	25

MassMutual Financial Group Customer Satisfaction vs. Competitors

Compared to its competitors, MassMutual Financial Group's Customer Satisfaction score is rated right above New York Life Insurance Company, and is preceded by Colonial Life.

COMPANY		Customer Satisfaction (CSAT) Score
	Colonial Life	76%
	MassMutual Financial Group	60%
	New York Life Insurance Company	56%
	Prudential	55%
	MetLife	52%

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MassMutual Financial Group Customer Service

3.5/5

MassMutual Financial Group has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.

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About MassMutual Financial Group's Customer Service

Address

Springfield, MA 01111

Website

http://massmutual.com

MassMutual Financial Group's Social Links

linkedin.com/company/3631

Quick Insights into MassMutual Financial Group Customer Service

MassMutual Financial Group's Customer Service score was rated highest by customers who have used MassMutual Financial Group's products/services for 1 to 2 Years, and rated lowest by customers ages 66+.

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Ranked MassMutual Financial Group Customer Service the Highest

1 to 2 Years	3.8
Accounting	3.6
African American/Black	3.6

Ranked MassMutual Financial Group Customer Service the Lowest

Female	2.7
Caucasian	2.6
66+	2.1

MassMutual Financial Group Customer Service Score by Gender

Male customers rated MassMutual Financial Group's Customer Service score 0.9 stars higher than Female customers.

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Male

3.6/5

Female

2.7/5

MassMutual Financial Group Customer Service Score by Ethnicity

MassMutual Financial Group's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 2.6	Caucasian	2.6
African American/Black 3.6	African American/Black	3.6

MassMutual Financial Group Customer Service Score by Age

MassMutual Financial Group's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.

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100

Summary	Age	Customer Service Score
36-40 3.1	36-40	3.1
66+ 2.1	66+	2.1

MassMutual Financial Group Customer Service Score by Usage

MassMutual Financial Group's Customer Service score was rated the highest by customers who have used MassMutual Financial Group's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.

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Less than 1 Year	3.1
1 to 2 Years	3.8
Over 10 Years	3.1

MassMutual Financial Group Customer Service Score by Industry

MassMutual Financial Group's Customer Service score was rated 3.6 stars by Accounting industry customers.

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Accounting	3.6

MassMutual Financial Group Customer Service vs. Competitors

Compared to its competitors, MassMutual Financial Group's Customer Service score is rated right above New York Life Insurance Company, and is preceded by Colonial Life.

COMPANY		Customer Service Score
	Colonial Life	3.8/5
	MassMutual Financial Group	3.5/5
	New York Life Insurance Company	3.3/5
	Prudential	3.2/5
	MetLife	2.7/5

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MassMutual Financial Group as an Employer

4.1/5

MassMutual Financial Group has a 4.1/5 stars for its overall company culture rated by their employees

top

10%

CEO of MassMutual Financial Group

Roger Crandall

In the Top 10% of Similar Sized Companies on Comparably.

Consumer vs. Employees

MassMutual Financial Group scored a 21 for Net Promoter Score and a 9 for Employee Net Promoter Score. NPS gauges how likely a customer of MassMutual Financial Group would recommend the brand to a friend. ENPS measures how likely MassMutual Financial Group employees would recommend working at MassMutual Financial Group to a friend.

Net Promoter Score

NPS Score

52%	Promoters
17%	Passive
31%	Detractors

Employee Net Promoter Score

eNPS Score

44%	Promoters
21%	Passive
35%	Detractors

Global Ranking Snapshot

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