100
NPS
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Urban Institute
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About Urban Institute's Brand
The nonprofit Urban Institute is dedicated to elevating the debate on social and economic policy.
Brand at a Glance
55%
Customer Loyalty
3.5/5
Product Quality
4/5
Pricing
5/5
Customer Service
Urban Institute NPS
Urban Institute's Net Promoter Score (NPS) is a 100 with 100% Promoters, 0% Passives, and 0% Detractors. Net Promoter Score tracks whether Urban Institute's customers would recommend using the product based on a scale of -100 to 100.
Urban Institute Overall NPS
| 100% | Promoters |
|---|---|
| 0% | Passives |
| 0% | Detractors |
Urban Institute NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2022 100 | Jan 2022 | 100 |
Jul 2022 100 | Jul 2022 | 100 |
Aug 2022 100 | Aug 2022 | 100 |
Mar 2023 100 | Mar 2023 | 100 |
Apr 2025 100 | Apr 2025 | 100 |
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.
Urban Institute Customer Loyalty
55%
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.
55% of Urban Institute 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?"
Urban Institute Product Quality
3.5/5
Urban Institute has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Urban Institute's overall Product Quality score rated by its users and customers.
Urban Institute Product Information
Urban Institute’s product quality score is a 3.5 out of 5 as rated by its users and customers.
- Website
- http://urban.org/
- Company Size
- 201-500 Employees
Industry
Tech
Social
Urban Institute Pricing
Urban Institute ROI & Value For Money
4/5
Urban Institute has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Urban Institute Customer Satisfaction (CSAT)
Urban Institute Customer Satisfaction (CSAT) Score
75 / 100
Urban Institute 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
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
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.
Urban Institute Customer Service
5/5
Urban Institute has an overall Customer Service score of 5 out of 5 stars rated by its users and customers.
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About Urban Institute's Customer Service
Address
Washington, DC
Website
http://urban.org/
Phone Number
(202) 833-7200
Urban Institute as an Employer
4.2/5
Urban Institute has a 4.2/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Urban Institute scored a 100 for Net Promoter Score and a 23 for Employee Net Promoter Score. NPS gauges how likely a customer of Urban Institute would recommend the brand to a friend. ENPS measures how likely Urban Institute employees would recommend working at Urban Institute to a friend.
Net Promoter Score
100
NPS Score
| 100% | Promoters |
|---|---|
| 0% | Passive |
| 0% | Detractors |
Employee Net Promoter Score
23
eNPS Score
| 56% | Promoters |
|---|---|
| 11% | Passive |
| 33% | Detractors |
