17
NPS
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Novartis Institutes
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About Novartis Institutes' Brand
NIBR takes a unique approach to pharmaceutical research. At the earliest stages, patient need and disease determine research priorities.
Brand at a Glance
73%
Customer Loyalty
3.4/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
Novartis Institutes NPS
Novartis Institutes's Net Promoter Score (NPS) is a 17 with 50% Promoters, 17% Passives, and 33% Detractors. Net Promoter Score tracks whether Novartis Institutes's customers would recommend using the product based on a scale of -100 to 100.
Novartis Institutes Overall NPS
| 50% | Promoters |
|---|---|
| 17% | Passives |
| 33% | Detractors |
Novartis Institutes NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2022 -100 | Apr 2022 | -100 |
Jun 2022 -33 | Jun 2022 | -33 |
Oct 2022 0 | Oct 2022 | 0 |
Jul 2025 0 | Jul 2025 | 0 |
Sep 2025 17 | Sep 2025 | 17 |
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.
Novartis Institutes Customer Loyalty
73%
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.
73% of Novartis Institutes 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?"
Novartis Institutes Product Quality
3.4/5
Novartis Institutes has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Novartis Institutes Product Information
Novartis Institutes’s product quality score is a 3.4 out of 5 as rated by its users and customers.
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Biotech and Pharmaceuticals
Healthcare
Novartis Institutes Pricing
Novartis Institutes ROI & Value For Money
3.7/5
Novartis Institutes has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Novartis Institutes Customer Satisfaction (CSAT)
Novartis Institutes Customer Satisfaction (CSAT) Score
75 / 100
Novartis Institutes has an overall Customer Satisfaction score of 75 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
25%
Satisfied
50%
Neither Satisfied nor Dissatisfied
25%
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.
Novartis Institutes Customer Service
3.7/5
Novartis Institutes has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Novartis Institutes's Customer Service
Address
250 Massachusetts Avenue, Cambridge, MA
Website
http://www.nibr.com/index.shtml
Phone Number
(617) 871-8000
Novartis Institutes as an Employer
3.7/5
Novartis Institutes has a 3.7/5 stars for its overall company culture rated by their employees
bottom
20%
Consumer vs. Employees
Novartis Institutes scored a 17 for Net Promoter Score and a -20 for Employee Net Promoter Score. NPS gauges how likely a customer of Novartis Institutes would recommend the brand to a friend. ENPS measures how likely Novartis Institutes employees would recommend working at Novartis Institutes to a friend.
Net Promoter Score
17
NPS Score
| 50% | Promoters |
|---|---|
| 17% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-20
eNPS Score
| 20% | Promoters |
|---|---|
| 40% | Passive |
| 40% | Detractors |
