5
NPS
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Alibaba Group
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About Alibaba Group's Brand
Alibaba Group Holding Limited (also known as Alibaba Group and as Alibaba) is a Chinese multinational technology company specializing in e-commerce, retail, Internet, and technology. the company provides consumer-to-consumer (C2C), business-to-consumer (B2C), and business-to-business (B2B) sales services via web portals, as well as electronic payment services, shopping search engines and cloud computing services. Among its major competitors, Alibaba Group is ranked in 2nd place for NPS while Amazon is 1st, and Tencent is 3rd.Their current market cap is $713.18B
Brand at a Glance
71%
Customer Loyalty
3.4/5
Product Quality
3.2/5
Pricing
3.2/5
Customer Service
Alibaba Group Ranking
- #2 / 4 of its competitors
Alibaba Group NPS
Alibaba Group's Net Promoter Score (NPS) is a 5 with 44% Promoters, 17% Passives, and 39% Detractors. Net Promoter Score tracks whether Alibaba Group's customers would recommend using the product based on a scale of -100 to 100.
Alibaba Group Overall NPS
| 44% | Promoters |
|---|---|
| 17% | Passives |
| 39% | Detractors |
Alibaba Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2024 5 | Oct 2024 | 5 |
Nov 2024 5 | Nov 2024 | 5 |
Dec 2024 8 | Dec 2024 | 8 |
Jan 2025 8 | Jan 2025 | 8 |
Feb 2025 6 | Feb 2025 | 6 |
Mar 2025 5 | Mar 2025 | 5 |
Apr 2025 5 | Apr 2025 | 5 |
May 2025 3 | May 2025 | 3 |
Aug 2025 4 | Aug 2025 | 4 |
Sep 2025 4 | Sep 2025 | 4 |
Oct 2025 6 | Oct 2025 | 6 |
Feb 2026 4 | Feb 2026 | 4 |
How Other Brands Compare
Alibaba Group is ranked second for NPS among its competitors. Amazon and eBay come in first and third, with Baidu coming in at #4. Among those competitors, it is the second most valued company behind Amazon.
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.
Alibaba Group NPS by Gender
Male customers rated Alibaba Group's NPS 10 points higher than Female customers.
Male
16
Alibaba Group's NPS was rated 16 by Male customers on Comparably.
54%
Promoters
8%
Passives
38%
Detractors
Female
6
Alibaba Group's NPS was rated 6 by Female customers on Comparably.
35%
Promoters
36%
Passives
29%
Detractors
Alibaba Group NPS by Ethnicity
Alibaba Group's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -66 | Caucasian | -66 |
Hispanic or Latino 33 | Hispanic or Latino | 33 |
Asian or Pacific Islander 40 | Asian or Pacific Islander | 40 |
Other 13 | Other | 13 |
Alibaba Group NPS by Age
Alibaba Group's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Alibaba Group NPS by Usage
Alibaba Group's NPS was rated the highest by customers who have used Alibaba Group's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 20 | Less than 1 Year | 20 |
1 to 2 Years -33 | 1 to 2 Years | -33 |
2 to 5 Years 23 | 2 to 5 Years | 23 |
5 to 10 Years 0 | 5 to 10 Years | 0 |
Alibaba Group NPS vs. Competitors
Compared to its competitors, Alibaba Group's NPS is rated right above Tencent, and is preceded by Amazon.
| COMPANY | NPS Score | |
|---|---|---|
 | Amazon | 49 |
| Alibaba Group | 5 |
 | Tencent | 5 |
 | eBay | -5 |
 | Baidu | -6 |
Alibaba Group Customer Reviews
Out of the 5 Alibaba Group customer reviews 5 were positive and 0 were constructive. Alibaba Group customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Alibaba Group Customer Loyalty
71%
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.
71% of Alibaba 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?"
Alibaba Group Customer Loyalty Score by Gender
Female customers rated Alibaba Group's Customer Loyalty score 16% higher than Male customers.
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Male
65%
Yes
Female
81%
Yes
Alibaba Group Customer Loyalty Score by Ethnicity
Alibaba Group's Customer Loyalty score was rated the highest by Other customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Alibaba Group.
55
out of 100
Caucasian
40
out of 100
Hispanic or Latino
82
out of 100
Asian or Pacific Islander
87
out of 100
Other
Alibaba Group Customer Loyalty Score by Age
Alibaba Group's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 64% | 26-30 | 64% |
31-35 40% | 31-35 | 40% |
36-40 100% | 36-40 | 100% |
Alibaba Group Customer Loyalty Score by Usage
Alibaba Group's Customer Loyalty score was rated the highest by customers who have used Alibaba Group's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Alibaba Group Customer Loyalty Score by Industry
Alibaba Group's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Education industry customers.
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Alibaba Group Customer Loyalty vs. Competitors
Compared to its competitors, Alibaba Group's Customer Loyalty score is rated right below eBay.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Amazon | 89% |
| Tencent | 78% |
| Baidu | 74% |
| eBay | 72% |
| Alibaba Group | 71% |
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Alibaba Group Product Quality
3.4/5
Alibaba Group has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Alibaba Group Product Information
Alibaba Group’s product quality score is a 3.4 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Alibaba Group's product the highest. Reviewers from the Education industry rated Alibaba Group the lowest at 2.
- Website
- www.alibabagroup.com
- Company Size
- 10,000+ Employees
Industry
Tech
Business Services
Consumer Services
Ecommerce and Marketplaces
Quick Insights into Alibaba Group Product Quality
Alibaba Group's Product Quality score was rated highest by customers ages 36-40, and rated lowest by Caucasian customers.
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Ranked Alibaba Group Product Quality the Highest
Ranked Alibaba Group Product Quality the Lowest
Alibaba Group Product Quality Score by Gender
Female customers rated Alibaba Group's Product Quality score 0.4 stars higher than Male customers.
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Male
2.8/5
Female
3.2/5
Alibaba Group Product Quality Score by Ethnicity
Alibaba Group's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.3 | Other | 3.3 |
Alibaba Group Product Quality Score by Age
Alibaba Group's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.4 | 18-25 | 3.4 |
26-30 3.2 | 26-30 | 3.2 |
31-35 2.6 | 31-35 | 2.6 |
36-40 5 | 36-40 | 5 |
Alibaba Group Product Quality Score by Usage
Alibaba Group's Product Quality score was rated the highest by customers who have used Alibaba Group's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Alibaba Group Product Quality Score by Industry
Alibaba Group's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Alibaba Group Product Quality vs. Competitors
Compared to its competitors, Alibaba Group's Product Quality score is rated right above Baidu, and is preceded by Tencent.
| COMPANY | Product Quality Score | |
|---|---|---|
| Amazon | 4.2/5 |
| Tencent | 3.7/5 |
| Alibaba Group | 3.4/5 |
| Baidu | 3.3/5 |
| eBay | 3.2/5 |
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Alibaba Group Pricing
Alibaba Group ROI & Value For Money
3.2/5
Alibaba Group has a value for money and ROI score of 3.2 out of 5 stars rated by its users and customers.
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Alibaba 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. The users from the Education industry think that they had the lowest ROI from Alibaba Group.
Quick Insights into Alibaba Group ROI
Alibaba Group's ROI score was rated highest by customers from the Accounting industry, and rated lowest by Caucasian customers.
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Ranked Alibaba Group ROI the Highest
Ranked Alibaba Group ROI the Lowest
Alibaba Group ROI Score by Gender
Female customers rated Alibaba Group's ROI score 0.4 stars higher than Male customers.
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Male
2.9/5
Female
3.3/5
Alibaba Group ROI Score by Ethnicity
Alibaba Group's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Alibaba Group.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 3.4 | Other | 3.4 |
Alibaba Group ROI Score by Age
Alibaba Group's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 26-30.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.1 | 18-25 | 3.1 |
26-30 3.1 | 26-30 | 3.1 |
31-35 3.5 | 31-35 | 3.5 |
36-40 4 | 36-40 | 4 |
Alibaba Group ROI Score by Usage
Alibaba Group's ROI score was rated the highest by customers who have used Alibaba Group's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Alibaba Group ROI Score by Industry
Alibaba Group's ROI score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Alibaba Group Pricing vs. Competitors
Compared to its competitors, Alibaba Group's ROI score is rated right above eBay, and is preceded by Tencent.
| COMPANY | Pricing Score | |
|---|---|---|
| Amazon | 4.1/5 |
| Tencent | 3.7/5 |
| Alibaba Group | 3.2/5 |
| eBay | 3.2/5 |
| Baidu | 3.2/5 |
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Alibaba Group Customer Satisfaction (CSAT)
Alibaba Group Customer Satisfaction (CSAT) Score
62 / 100
Alibaba Group has an overall Customer Satisfaction score of 62 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
19%
Satisfied
43%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
5%
Very Dissatisfied
16%
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 Alibaba Group Customer Satisfaction
Alibaba Group's Customer Satisfaction score was rated highest by customers from the Accounting industry, and rated lowest by Caucasian customers.
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Ranked Alibaba Group Customer Satisfaction the Highest
Ranked Alibaba Group Customer Satisfaction the Lowest
Alibaba Group Customer Satisfaction Score by Gender
Male customers rated Alibaba Group's Customer Satisfaction score 3 points higher than Female customers.
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61 / 100
MaleVery Satisfied | 15% | |
|---|---|---|
Satisfied | 46% | |
Neither Satisfied nor Dissatisfied | 8% | |
Dissatisfied | 0% | |
Very Dissatisfied | 31% |
58 / 100
FemaleVery Satisfied | 8% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 21% | |
Dissatisfied | 7% | |
Very Dissatisfied | 14% |
Alibaba Group Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Alibaba Group's Customer Satisfaction (CSAT) score was rated 17% according to Caucasian users and customers.
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17 / 100
Very Satisfied
0%
Satisfied
17%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
83%
CSAT according to Hispanic or Latino
Alibaba Group's Customer Satisfaction (CSAT) score was rated 100% according to Hispanic or Latino users and customers.
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100 / 100
Very Satisfied
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Alibaba Group's Customer Satisfaction (CSAT) score was rated 70% according to Asian or Pacific Islander users and customers.
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70 / 100
Very Satisfied
10%
Satisfied
60%
Neither Satisfied nor Dissatisfied
30%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Alibaba Group's Customer Satisfaction (CSAT) score was rated 58% according to Other users and customers.
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58 / 100
Very Satisfied
15%
Satisfied
43%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
14%
Very Dissatisfied
14%
Alibaba Group Customer Satisfaction Score by Age
Alibaba Group's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 75% | |||||||||||||||
| 26-30 | 80% | |||||||||||||||
| 31-35 | 67% | |||||||||||||||
| 36-40 | 67% |
Alibaba Group Customer Satisfaction Score by Usage
Alibaba Group's Customer Satisfaction score was rated the highest by customers who have used Alibaba Group's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Alibaba Group Customer Satisfaction Score by Industry
Alibaba Group's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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{
"title": "Alibaba Group Customer Satisfaction Score by Industry",
"text": "Alibaba Group's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 76,
"stars": 0,
"csatScore": 76,
"text": "Alibaba Group's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 76
},
{
"label": "Accounting",
"groupId": 495,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Alibaba Group's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "max",
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},
{
"label": "Education",
"groupId": 515,
"score": 33,
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}Alibaba Group Customer Satisfaction vs. Competitors
Compared to its competitors, Alibaba Group's Customer Satisfaction score is rated right above eBay, and is preceded by Tencent.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Amazon | 84% |
| Tencent | 75% |
| Alibaba Group | 62% |
| eBay | 61% |
| Baidu | 54% |
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Alibaba Group Customer Service
3.2/5
Alibaba Group has an overall Customer Service score of 3.2 out of 5 stars rated by its users and customers.
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About Alibaba Group's Customer Service
Address
310030 China
Website
www.alibabagroup.com
Phone Number
(+86) 571-8502-2088
Quick Insights into Alibaba Group Customer Service
Alibaba Group's Customer Service score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Education industry.
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Ranked Alibaba Group Customer Service the Highest
Ranked Alibaba Group Customer Service the Lowest
Alibaba Group Customer Service Score by Gender
Female customers rated Alibaba Group's Customer Service score 0.5 stars higher than Male customers.
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Male
2.7/5
Female
3.2/5
Alibaba Group Customer Service Score by Ethnicity
Alibaba Group's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Alibaba Group.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
Asian or Pacific Islander 3.6 | Asian or Pacific Islander | 3.6 |
Other 3 | Other | 3 |
Alibaba Group Customer Service Score by Age
Alibaba Group's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.2 | 18-25 | 3.2 |
26-30 3.3 | 26-30 | 3.3 |
31-35 2.6 | 31-35 | 2.6 |
36-40 4.1 | 36-40 | 4.1 |
Alibaba Group Customer Service Score by Usage
Alibaba Group's Customer Service score was rated the highest by customers who have used Alibaba Group's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Alibaba Group Customer Service Score by Industry
Alibaba Group's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Alibaba Group Customer Service vs. Competitors
Compared to its competitors, Alibaba Group's Customer Service score is rated right above Baidu, and is preceded by Tencent.
| COMPANY | Customer Service Score | |
|---|---|---|
| Amazon | 4.2/5 |
| Tencent | 3.7/5 |
| Alibaba Group | 3.2/5 |
| Baidu | 3.2/5 |
| eBay | 3.1/5 |
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Alibaba Group as an Employer
4.6/5
Alibaba Group has a 4.6/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Alibaba Group scored a 5 for Net Promoter Score and a -6 for Employee Net Promoter Score. NPS gauges how likely a customer of Alibaba Group would recommend the brand to a friend. ENPS measures how likely Alibaba Group employees would recommend working at Alibaba Group to a friend.
Net Promoter Score
5
NPS Score
| 44% | Promoters |
|---|---|
| 17% | Passive |
| 39% | Detractors |
Employee Net Promoter Score
-6
eNPS Score
| 31% | Promoters |
|---|---|
| 32% | Passive |
| 37% | Detractors |
