19
NPS
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Alibaba Group Holding Limited
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About Alibaba Group Holding Limited's Brand
Alibaba is a Chinese e-commerce company operating online marketplaces for both international and domestic China trade. Among its major competitors, Alibaba Group Holding Limited is ranked in 5th place for NPS while Amazon is 1st, and Google is 2nd.
Brand at a Glance
83%
Customer Loyalty
3.8/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
Alibaba Group Holding Limited Ranking
- #4 / 4 of its competitors
Alibaba Group Holding Limited NPS
Alibaba Group Holding Limited's Net Promoter Score (NPS) is a 19 with 47% Promoters, 25% Passives, and 28% Detractors. Net Promoter Score tracks whether Alibaba Group Holding Limited's customers would recommend using the product based on a scale of -100 to 100.
Alibaba Group Holding Limited Overall NPS
| 47% | Promoters |
|---|---|
| 25% | Passives |
| 28% | Detractors |
Alibaba Group Holding Limited NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2024 17 | Jan 2024 | 17 |
Feb 2024 14 | Feb 2024 | 14 |
Mar 2024 16 | Mar 2024 | 16 |
Apr 2024 17 | Apr 2024 | 17 |
May 2024 18 | May 2024 | 18 |
Jul 2024 19 | Jul 2024 | 19 |
Oct 2024 18 | Oct 2024 | 18 |
Dec 2024 20 | Dec 2024 | 20 |
Feb 2025 20 | Feb 2025 | 20 |
Mar 2025 18 | Mar 2025 | 18 |
Nov 2025 19 | Nov 2025 | 19 |
Jan 2026 18 | Jan 2026 | 18 |
How Other Brands Compare
Alibaba Group Holding Limited is ranked #4 for NPS among its competitors. Amazon and Google come in first and second, with Target coming in at third.
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 Holding Limited NPS by Gender
Male customers rated Alibaba Group Holding Limited's NPS 1 points higher than Female customers.
Male
34
Alibaba Group Holding Limited's NPS was rated 34 by Male customers on Comparably.
56%
Promoters
22%
Passives
22%
Detractors
Female
33
Alibaba Group Holding Limited's NPS was rated 33 by Female customers on Comparably.
50%
Promoters
33%
Passives
17%
Detractors
Alibaba Group Holding Limited NPS by Ethnicity
Alibaba Group Holding Limited's NPS was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 25 | Caucasian | 25 |
Hispanic or Latino 50 | Hispanic or Latino | 50 |
African American/Black -34 | African American/Black | -34 |
Asian or Pacific Islander 40 | Asian or Pacific Islander | 40 |
Other 12 | Other | 12 |
Alibaba Group Holding Limited NPS by Age
Alibaba Group Holding Limited's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
Alibaba Group Holding Limited NPS by Usage
Alibaba Group Holding Limited's NPS was rated the highest by customers who have used Alibaba Group Holding Limited's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 10 | Less than 1 Year | 10 |
1 to 2 Years 36 | 1 to 2 Years | 36 |
2 to 5 Years 30 | 2 to 5 Years | 30 |
Alibaba Group Holding Limited NPS vs. Competitors
Compared to its competitors, Alibaba Group Holding Limited's NPS is rated right above eBay, and is preceded by Accenture.
| COMPANY | NPS Score | |
|---|---|---|
 | Amazon | 49 |
 | 42 | |
 | Target | 36 |
 | Accenture | 20 |
| Alibaba Group Holding Limited | 19 |
 | eBay | -5 |
 | Macy's | -11 |
 | Flipkart | -17 |
 | Office Depot | -40 |
Alibaba Group Holding Limited Customer Reviews
Out of the 9 Alibaba Group Holding Limited customer reviews 9 were positive and 0 were constructive. Alibaba Group Holding Limited customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Alibaba Group Holding Limited Customer Loyalty
83%
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.
83% of Alibaba Group Holding Limited 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 Holding Limited Customer Loyalty Score by Gender
Female customers rated Alibaba Group Holding Limited's Customer Loyalty score 5% higher than Male customers.
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Male
88%
Yes
Female
93%
Yes
Alibaba Group Holding Limited Customer Loyalty Score by Ethnicity
Alibaba Group Holding Limited's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Alibaba Group Holding Limited.
100
out of 100
Caucasian
100
out of 100
Hispanic or Latino
70
out of 100
African American/Black
88
out of 100
Asian or Pacific Islander
89
out of 100
Other
Alibaba Group Holding Limited Customer Loyalty Score by Age
Alibaba Group Holding Limited's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 87% | 18-25 | 87% |
26-30 89% | 26-30 | 89% |
31-35 100% | 31-35 | 100% |
41-45 100% | 41-45 | 100% |
Alibaba Group Holding Limited Customer Loyalty Score by Usage
Alibaba Group Holding Limited's Customer Loyalty score was rated the highest by customers who have used Alibaba Group Holding Limited'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 Holding Limited Customer Loyalty Score by Industry
Alibaba Group Holding Limited's Customer Loyalty score was rated the highest by Business and Consumer Services industry customers, and the lowest by Accounting industry customers.
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Alibaba Group Holding Limited Customer Loyalty vs. Competitors
Compared to its competitors, Alibaba Group Holding Limited's Customer Loyalty score is rated right above Flipkart, and is preceded by Google.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Amazon | 89% |
| 87% | |
| Alibaba Group Holding Limited | 83% |
| Flipkart | 83% |
| Target | 82% |
| Macy's | 77% |
| eBay | 72% |
| Accenture | 71% |
| Office Depot | 67% |
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Alibaba Group Holding Limited Product Quality
3.8/5
Alibaba Group Holding Limited has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Alibaba Group Holding Limited Product Information
Alibaba Group Holding Limited’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Alibaba Group Holding Limited's product the highest. Reviewers from the Accounting industry rated Alibaba Group Holding Limited the lowest at 3.4.
- Website
- http://www.alibaba.com
- Company Size
- 10,000+ Employees
Industry
Tech
Fashion and Beauty
Ecommerce and Marketplaces
Marketplaces
Quick Insights into Alibaba Group Holding Limited Product Quality
Alibaba Group Holding Limited's Product Quality score was rated highest by customers ages 41-45, and rated lowest by African American/Black customers.
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Ranked Alibaba Group Holding Limited Product Quality the Highest
Ranked Alibaba Group Holding Limited Product Quality the Lowest
Alibaba Group Holding Limited Product Quality Score by Gender
Male customers rated Alibaba Group Holding Limited's Product Quality score 0.5 stars higher than Female customers.
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Male
3.9/5
Female
3.4/5
Alibaba Group Holding Limited Product Quality Score by Ethnicity
Alibaba Group Holding Limited's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.6 | Caucasian | 3.6 |
Hispanic or Latino 3.7 | Hispanic or Latino | 3.7 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 3.5 | Other | 3.5 |
Alibaba Group Holding Limited Product Quality Score by Age
Alibaba Group Holding Limited's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 31-35.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 4.3 | 26-30 | 4.3 |
31-35 3.1 | 31-35 | 3.1 |
41-45 4.4 | 41-45 | 4.4 |
Alibaba Group Holding Limited Product Quality Score by Usage
Alibaba Group Holding Limited's Product Quality score was rated the highest by customers who have used Alibaba Group Holding Limited's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Alibaba Group Holding Limited Product Quality Score by Industry
Alibaba Group Holding Limited's Product Quality score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Alibaba Group Holding Limited Product Quality vs. Competitors
Compared to its competitors, Alibaba Group Holding Limited's Product Quality score is rated right above Accenture, and is preceded by Target.
| COMPANY | Product Quality Score | |
|---|---|---|
| Amazon | 4.2/5 |
| 4.1/5 | |
| Target | 4.1/5 |
| Alibaba Group Holding Limited | 3.8/5 |
| Accenture | 3.7/5 |
| eBay | 3.2/5 |
| Macy's | 3.1/5 |
| Flipkart | 3/5 |
| Office Depot | 2.3/5 |
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Alibaba Group Holding Limited Pricing
Alibaba Group Holding Limited ROI & Value For Money
3.7/5
Alibaba Group Holding Limited 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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Alibaba Group Holding Limited 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 Tech industry. The users from the Accounting industry think that they had the lowest ROI from Alibaba Group Holding Limited.
Quick Insights into Alibaba Group Holding Limited ROI
Alibaba Group Holding Limited's ROI score was rated highest by customers ages 26-30, and rated lowest by African American/Black customers.
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Ranked Alibaba Group Holding Limited ROI the Highest
Ranked Alibaba Group Holding Limited ROI the Lowest
Alibaba Group Holding Limited ROI Score by Gender
Male customers rated Alibaba Group Holding Limited's ROI score 0.4 stars higher than Female customers.
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Male
4/5
Female
3.6/5
Alibaba Group Holding Limited ROI Score by Ethnicity
Alibaba Group Holding Limited's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Alibaba Group Holding Limited.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 3.7 | Other | 3.7 |
Alibaba Group Holding Limited ROI Score by Age
Alibaba Group Holding Limited's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Alibaba Group Holding Limited.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
26-30 4.4 | 26-30 | 4.4 |
31-35 3.4 | 31-35 | 3.4 |
41-45 3.8 | 41-45 | 3.8 |
Alibaba Group Holding Limited ROI Score by Usage
Alibaba Group Holding Limited's ROI score was rated the highest by customers who have used Alibaba Group Holding Limited's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Alibaba Group Holding Limited ROI Score by Industry
Alibaba Group Holding Limited's ROI score was rated the highest by Tech industry customers, and the lowest by Accounting industry customers.
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Alibaba Group Holding Limited Pricing vs. Competitors
Compared to its competitors, Alibaba Group Holding Limited's ROI score is rated right above Accenture, and is preceded by Target.
| COMPANY | Pricing Score | |
|---|---|---|
| Amazon | 4.1/5 |
| 4/5 | |
| Target | 3.9/5 |
| Alibaba Group Holding Limited | 3.7/5 |
| Accenture | 3.6/5 |
| eBay | 3.2/5 |
| Macy's | 3.1/5 |
| Flipkart | 2.8/5 |
| Office Depot | 2.3/5 |
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Alibaba Group Holding Limited Customer Satisfaction (CSAT)
Alibaba Group Holding Limited Customer Satisfaction (CSAT) Score
84 / 100
Alibaba Group Holding Limited has an overall Customer Satisfaction score of 84 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
39%
Satisfied
45%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
4%
Very Dissatisfied
6%
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 Holding Limited Customer Satisfaction
Alibaba Group Holding Limited's Customer Satisfaction score was rated highest by customers who have used Alibaba Group Holding Limited's products/services for 1 to 2 Years, and rated lowest by Female customers.
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Ranked Alibaba Group Holding Limited Customer Satisfaction the Highest
Ranked Alibaba Group Holding Limited Customer Satisfaction the Lowest
Alibaba Group Holding Limited Customer Satisfaction Score by Gender
Male customers rated Alibaba Group Holding Limited's Customer Satisfaction score 36 points higher than Female customers.
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100 / 100
MaleVery Satisfied | 43% | |
|---|---|---|
Satisfied | 57% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
64 / 100
FemaleVery Satisfied | 27% | |
|---|---|---|
Satisfied | 37% | |
Neither Satisfied nor Dissatisfied | 18% | |
Dissatisfied | 0% | |
Very Dissatisfied | 18% |
Alibaba Group Holding Limited Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Alibaba Group Holding Limited's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
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100 / 100
Very Satisfied
75%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Hispanic or Latino
Alibaba Group Holding Limited's Customer Satisfaction (CSAT) score was rated 100% according to Hispanic or Latino users and customers.
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100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Alibaba Group Holding Limited's Customer Satisfaction (CSAT) score was rated 82% according to Asian or Pacific Islander users and customers.
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82 / 100
Very Satisfied
18%
Satisfied
64%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Alibaba Group Holding Limited's Customer Satisfaction (CSAT) score was rated 86% according to Other users and customers.
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86 / 100
Very Satisfied
43%
Satisfied
43%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
14%
Alibaba Group Holding Limited Customer Satisfaction Score by Age
Alibaba Group Holding Limited's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 31-35.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 80% | |||||||||||||||
| 26-30 | 100% | |||||||||||||||
| 31-35 | 67% | |||||||||||||||
| 41-45 | 100% |
Alibaba Group Holding Limited Customer Satisfaction Score by Usage
Alibaba Group Holding Limited's Customer Satisfaction score was rated the highest by customers who have used Alibaba Group Holding Limited's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Alibaba Group Holding Limited Customer Satisfaction Score by Industry
Alibaba Group Holding Limited's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Business and Consumer Services industry customers.
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}Alibaba Group Holding Limited Customer Satisfaction vs. Competitors
Compared to its competitors, Alibaba Group Holding Limited's Customer Satisfaction score is rated right above Google, and is preceded by Amazon.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Amazon | 84% |
| Alibaba Group Holding Limited | 84% |
| 81% | |
| Target | 79% |
| Accenture | 75% |
| eBay | 63% |
| Flipkart | 54% |
| Macy's | 52% |
| Office Depot | 32% |
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Alibaba Group Holding Limited Customer Service
3.7/5
Alibaba Group Holding Limited has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Alibaba Group Holding Limited's Customer Service
Website
http://www.alibaba.com
Quick Insights into Alibaba Group Holding Limited Customer Service
Alibaba Group Holding Limited's Customer Service score was rated highest by customers ages 26-30, and rated lowest by African American/Black customers.
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Ranked Alibaba Group Holding Limited Customer Service the Highest
Ranked Alibaba Group Holding Limited Customer Service the Lowest
Alibaba Group Holding Limited Customer Service Score by Gender
Male customers rated Alibaba Group Holding Limited's Customer Service score 0.6 stars higher than Female customers.
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Male
4.1/5
Female
3.5/5
Alibaba Group Holding Limited Customer Service Score by Ethnicity
Alibaba Group Holding Limited's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Alibaba Group Holding Limited.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.6 | Caucasian | 3.6 |
Hispanic or Latino 4.1 | Hispanic or Latino | 4.1 |
African American/Black 2.6 | African American/Black | 2.6 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Other 4 | Other | 4 |
Alibaba Group Holding Limited Customer Service Score by Age
Alibaba Group Holding Limited's Customer Service score was rated the highest by customers ages 26-30, 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 3.9 | 18-25 | 3.9 |
26-30 4.5 | 26-30 | 4.5 |
31-35 3.5 | 31-35 | 3.5 |
41-45 4.3 | 41-45 | 4.3 |
Alibaba Group Holding Limited Customer Service Score by Usage
Alibaba Group Holding Limited's Customer Service score was rated the highest by customers who have used Alibaba Group Holding Limited's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Alibaba Group Holding Limited Customer Service Score by Industry
Alibaba Group Holding Limited's Customer Service score was rated the highest by Tech industry customers, and the lowest by Business and Consumer Services industry customers.
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Alibaba Group Holding Limited Customer Service vs. Competitors
Compared to its competitors, Alibaba Group Holding Limited's Customer Service score is rated right above eBay, and is preceded by Accenture.
| COMPANY | Customer Service Score | |
|---|---|---|
| Amazon | 4.2/5 |
| 4/5 | |
| Target | 4/5 |
| Accenture | 3.8/5 |
| Alibaba Group Holding Limited | 3.7/5 |
| eBay | 3.2/5 |
| Macy's | 2.9/5 |
| Flipkart | 2.8/5 |
| Office Depot | 2/5 |
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Alibaba Group Holding Limited as an Employer
4.3/5
Alibaba Group Holding Limited has a 4.3/5 stars for its overall company culture rated by their employees
top
5%
CEO of Alibaba Group Holding Limited
In the Top 5% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Alibaba Group Holding Limited scored a 19 for Net Promoter Score and a 38 for Employee Net Promoter Score. NPS gauges how likely a customer of Alibaba Group Holding Limited would recommend the brand to a friend. ENPS measures how likely Alibaba Group Holding Limited employees would recommend working at Alibaba Group Holding Limited to a friend.
Net Promoter Score
19
NPS Score
| 47% | Promoters |
|---|---|
| 25% | Passive |
| 28% | Detractors |
Employee Net Promoter Score
38
eNPS Score
| 62% | Promoters |
|---|---|
| 14% | Passive |
| 24% | Detractors |
