14
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
79%
Customer Loyalty
3.9/5
Product Quality
3.8/5
Pricing
3.8/5
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 14 with 44% Promoters, 26% Passives, and 30% 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
| 44% | Promoters |
|---|---|
| 26% | Passives |
| 30% | Detractors |
Alibaba Group Holding Limited NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2021 16 | Apr 2021 | 16 |
May 2021 18 | May 2021 | 18 |
Jun 2021 12 | Jun 2021 | 12 |
Jul 2021 22 | Jul 2021 | 22 |
Aug 2021 17 | Aug 2021 | 17 |
Sep 2021 20 | Sep 2021 | 20 |
Oct 2021 16 | Oct 2021 | 16 |
Nov 2021 13 | Nov 2021 | 13 |
Dec 2021 17 | Dec 2021 | 17 |
Jan 2022 12 | Jan 2022 | 12 |
Apr 2022 10 | Apr 2022 | 10 |
Jun 2022 14 | Jun 2022 | 14 |
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.
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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
Female customers rated Alibaba Group Holding Limited's NPS 21 points higher than Male customers.
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Male
46
Alibaba Group Holding Limited's NPS was rated 46 by Male customers on Comparably.
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64%
Promoters
18%
Passives
18%
Detractors
Female
67
Alibaba Group Holding Limited's NPS was rated 67 by Female customers on Comparably.
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67%
Promoters
33%
Passives
0%
Detractors
Alibaba Group Holding Limited NPS by Ethnicity
Alibaba Group Holding Limited's NPS was rated 43 points by Asian or Pacific Islander customers on Comparably.
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-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 43 | Asian or Pacific Islander | 43 |
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 18-25.
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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 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 25 | Less than 1 Year | 25 |
1 to 2 Years 42 | 1 to 2 Years | 42 |
2 to 5 Years 60 | 2 to 5 Years | 60 |
Alibaba Group Holding Limited NPS vs. Competitors
Compared to its competitors, Alibaba Group Holding Limited's NPS is rated right above Flipkart, and is preceded by Accenture (US).
| COMPANY | NPS Score | |
|---|---|---|
 | Amazon | 52 |
 | 48 | |
 | Target | 48 |
 | Accenture (US) | 19 |
| Alibaba Group Holding Limited | 14 |
 | Flipkart | 7 |
 | Macy's | -1 |
 | eBay | -2 |
 | Office Depot | -24 |
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Alibaba Group Holding Limited Customer Reviews
Out of the 3 Alibaba Group Holding Limited customer reviews 3 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
79%
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.
79% of Alibaba Group Holding Limited users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Alibaba Group Holding Limited Customer Loyalty Score by Gender
Female customers rated Alibaba Group Holding Limited's Customer Loyalty score 8% higher than Male customers.
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Male
92%
Yes
Female
100%
Yes
Alibaba Group Holding Limited Customer Loyalty Score by Ethnicity
Alibaba Group Holding Limited's Customer Loyalty score was rated 100% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
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100
out of 100
Asian or Pacific Islander
Alibaba Group Holding Limited Customer Loyalty Score by Age
Alibaba Group Holding Limited's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 89% | 18-25 | 89% |
26-30 100% | 26-30 | 100% |
31-35 100% | 31-35 | 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 1 to 2 Years 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 Tech 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 Macy's, and is preceded by Target.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Amazon | 89% |
| 88% | |
| Flipkart | 88% |
| Target | 85% |
| Alibaba Group Holding Limited | 79% |
| Macy's | 77% |
| Accenture (US) | 71% |
| Office Depot | 70% |
| eBay | 67% |
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Alibaba Group Holding Limited Product Quality
3.9/5
Alibaba Group Holding Limited has an overall Product Quality score of 3.9 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 3.9 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.
- 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 26-30, and rated lowest by customers from the Accounting industry.
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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 0.1 stars higher than Female customers.
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Male
3.9/5
Female
3.8/5
Alibaba Group Holding Limited Product Quality Score by Ethnicity
Alibaba Group Holding Limited's Product Quality score was rated 4.2 stars by Asian or Pacific Islander customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Alibaba Group Holding Limited Product Quality Score by Age
Alibaba Group Holding Limited's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.4 | 18-25 | 3.4 |
26-30 4.7 | 26-30 | 4.7 |
31-35 4.6 | 31-35 | 4.6 |
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 Less than 1 Year, and the lowest by customers with 1 to 2 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 (US), and is preceded by Google.
| COMPANY | Product Quality Score | |
|---|---|---|
| Target | 4.3/5 |
| Amazon | 4.3/5 |
| 4.2/5 | |
| Alibaba Group Holding Limited | 3.9/5 |
| Accenture (US) | 3.7/5 |
| Flipkart | 3.6/5 |
| Macy's | 3.4/5 |
| eBay | 3.4/5 |
| Office Depot | 2.9/5 |
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Alibaba Group Holding Limited Pricing
Alibaba Group Holding Limited ROI & Value For Money
3.8/5
Alibaba Group Holding Limited has a value for money and ROI score of 3.8 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 customers from the Accounting industry.
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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 0.1 stars higher than Female customers.
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Male
4.2/5
Female
4.1/5
Alibaba Group Holding Limited ROI Score by Ethnicity
Alibaba Group Holding Limited's ROI score was rated 4.3 stars by Asian or Pacific Islander customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
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 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 4.9 | 26-30 | 4.9 |
31-35 4.6 | 31-35 | 4.6 |
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 2 to 5 Years, and the lowest by customers with 1 to 2 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 (US), and is preceded by Target.
| COMPANY | Pricing Score | |
|---|---|---|
| Amazon | 4.1/5 |
| 4.1/5 | |
| Target | 4/5 |
| Alibaba Group Holding Limited | 3.8/5 |
| Accenture (US) | 3.5/5 |
| Flipkart | 3.4/5 |
| eBay | 3.4/5 |
| Macy's | 3.3/5 |
| Office Depot | 2.8/5 |
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Alibaba Group Holding Limited Customer Satisfaction (CSAT)
Alibaba Group Holding Limited Customer Satisfaction (CSAT) Score
75 / 100
Alibaba Group Holding Limited has an overall Customer Satisfaction score of 75 rated by its users and customers.
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Very Satisfied
33%
Satisfied
42%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
17%
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.
Quick Insights into Alibaba Group Holding Limited Customer Satisfaction
Alibaba Group Holding Limited's Customer Satisfaction score was rated highest by Male customers.
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Ranked Alibaba Group Holding Limited Customer Satisfaction the Highest
Alibaba Group Holding Limited Customer Satisfaction Score by Gender
Alibaba Group Holding Limited's Customer Satisfaction score was rated 100 by Male customers on Comparably.
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100 / 100
MaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Alibaba Group Holding Limited Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Alibaba Group Holding Limited's Customer Satisfaction (CSAT) score was rated 67% according to Asian or Pacific Islander users and customers.
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67 / 100
Very Satisfied
34%
Satisfied
33%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
0%
Alibaba Group Holding Limited Customer Satisfaction Score by Age
Alibaba Group Holding Limited's Customer Satisfaction score was rated 75 points by customers ages 18-25 on Comparably.
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0
20
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60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 75% |
Alibaba Group Holding Limited Customer Satisfaction Score by Industry
Alibaba Group Holding Limited's Customer Satisfaction score was rated 100 points by Tech 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 Flipkart, and is preceded by Accenture (US).
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Amazon | 87% |
| Target | 87% |
| 84% | |
| Accenture (US) | 77% |
| Alibaba Group Holding Limited | 75% |
| Flipkart | 71% |
| eBay | 66% |
| Macy's | 61% |
| Office Depot | 40% |
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Alibaba Group Holding Limited Customer Service
3.8/5
Alibaba Group Holding Limited has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Alibaba Group Holding Limited's Customer Service
Address
6/F Chuangye Mansion, East Software Park, No.99 Huaxing Road,
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 customers from the Accounting industry.
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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
Alibaba Group Holding Limited's Customer Service score was rated 4.2 by Male customers on Comparably.
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Male
4.2/5
Female
N/A
Alibaba Group Holding Limited Customer Service Score by Ethnicity
Alibaba Group Holding Limited's Customer Service score was rated 4.2 stars by Asian or Pacific Islander customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
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 18-25.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 4.9 | 26-30 | 4.9 |
31-35 4.6 | 31-35 | 4.6 |
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 Less than 1 Year, and the lowest by customers with 1 to 2 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 Accounting 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 Flipkart, and is preceded by Accenture (US).
| COMPANY | Customer Service Score | |
|---|---|---|
| Amazon | 4.2/5 |
| Target | 4.2/5 |
| 4.1/5 | |
| Accenture (US) | 3.8/5 |
| Alibaba Group Holding Limited | 3.8/5 |
| Flipkart | 3.5/5 |
| eBay | 3.4/5 |
| Macy's | 3.2/5 |
| Office Depot | 2.6/5 |
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Alibaba Group Holding Limited as an Employer
4.7/5
Alibaba Group Holding Limited has a 4.7/5 stars for its overall company culture rated by their employees
top
10%
CEO of Alibaba Group Holding Limited
In the Top 10% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Alibaba Group Holding Limited scored a 14 for Net Promoter Score and a 41 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
14
NPS Score
| 44% | Promoters |
|---|---|
| 26% | Passive |
| 30% | Detractors |
Employee Net Promoter Score
41
eNPS Score
| 58% | Promoters |
|---|---|
| 25% | Passive |
| 17% | Detractors |
