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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

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

14
NPS
44%Promoters
26%Passives
30%Detractors
Alibaba Group Holding Limited Overall NPS

Alibaba Group Holding Limited NPS Trend

-100
-50
0
50
100
Apr 2021
16
Apr 202116
May 2021
18
May 202118
Jun 2021
12
Jun 202112
Jul 2021
22
Jul 202122
Aug 2021
17
Aug 202117
Sep 2021
20
Sep 202120
Oct 2021
16
Oct 202116
Nov 2021
13
Nov 202113
Dec 2021
17
Dec 202117
Jan 2022
12
Jan 202212
Apr 2022
10
Apr 202210
Jun 2022
14
Jun 202214

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.

Sign Up for Brand Profile PRO to get the full Comparison data of Alibaba Group Holding Limited vs Competitors.

Alibaba Group Holding Limited's Logo
Alibaba Group Holding Limited
Amazon's Logo
Amazon
Target's Logo
Target
Google's Logo
Google
Global Ranking#-#5#8#9
NPS14524848
Social Sentiment Calculated by analyzing social media and other online mentions-Neutral-Neutral
Valuation Updated every 24 hours for public companies-$1.64T$94.56B$1.42T

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
Asian or Pacific Islander
43
Asian or Pacific Islander43

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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0
20
40
60
80
100
Promoters
37%
Passives
38%
Detractors
25%
18-2537%38%25%
Promoters
100%
Passives
0%
Detractors
0%
26-30100%0%0%
Promoters
100%
Passives
0%
Detractors
0%
31-35100%0%0%

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
Less than 1 Year
25
Less than 1 Year25
1 to 2 Years
42
1 to 2 Years42
2 to 5 Years
60
2 to 5 Years60

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).

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Alibaba Group Holding Limited's Logo
VS
Amazon's Logo
Google's Logo
Target's Logo
Accenture (US) Logo
Flipkart's Logo
Macy's' Logo
eBay's Logo
Office Depot's Logo

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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.

What do you value most about this brand?
Their deliveries are quick and they have a lot of products available. I had to return an item once and didn't have any issues, their customer support was great.
Review from Male / Caucasian / 31-35
What do you value most about this brand?
The work life balance is quiet wired.
Review from Male / Other / 18-25
What do you value most about this brand?
high category amplitude and depth
Review from Male / Hispanic or Latino / 26-30

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?"

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?"

79
79%
21
21%
Alibaba Group Holding Limited Customer Loyalty

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%
18-25
89%
18-2589%
26-30
100%
26-30100%
31-35
100%
31-35100%

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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Less than 1 Year
100%
1 to 2 Years
87%
2 to 5 Years
100%

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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Tech
100%
Accounting
70%

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.

Unlock Alibaba Group Holding Limited Customer Loyalty vs. Competitors Data

Alibaba Group Holding Limited's Logo
VS
Amazon's Logo
Google's Logo
Flipkart's Logo
Target's Logo
Macy's' Logo
Accenture (US) Logo
Office Depot's Logo
eBay's Logo

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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

26-30
4.7
Less than 1 Year
4.5
Asian or Pacific Islander
4.2

Ranked Alibaba Group Holding Limited Product Quality the Lowest

1 to 2 Years
3.6
18-25
3.4
Accounting
3

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
Asian or Pacific Islander
4.2
Asian or Pacific Islander4.2

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
18-25
3.4
18-253.4
26-30
4.7
26-304.7
31-35
4.6
31-354.6

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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Less than 1 Year
4.5
1 to 2 Years
3.6
2 to 5 Years
4.1

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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Tech
4
Accounting
3

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.

COMPANYProduct Quality Score
Target4.3/5
Amazon4.3/5
Google4.2/5
Alibaba Group Holding Limited3.9/5
Accenture (US)3.7/5
Flipkart3.6/5
Macy's3.4/5
eBay3.4/5
Office Depot2.9/5

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Alibaba Group Holding Limited's Logo
VS
Target's Logo
Amazon's Logo
Google's Logo
Accenture (US) Logo
Flipkart's Logo
Macy's' Logo
eBay's Logo
Office Depot's Logo

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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

26-30
4.9
2 to 5 Years
4.4
Asian or Pacific Islander
4.3

Ranked Alibaba Group Holding Limited ROI the Lowest

1 to 2 Years
4
18-25
3.8
Accounting
3.8

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
Asian or Pacific Islander
4.3
Asian or Pacific Islander4.3

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
18-25
3.8
18-253.8
26-30
4.9
26-304.9
31-35
4.6
31-354.6

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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Less than 1 Year
4.2
1 to 2 Years
4
2 to 5 Years
4.4

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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Tech
4.2
Accounting
3.8

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.

COMPANYPricing Score
Amazon4.1/5
Google4.1/5
Target4/5
Alibaba Group Holding Limited3.8/5
Accenture (US)3.5/5
Flipkart3.4/5
eBay3.4/5
Macy's3.3/5
Office Depot2.8/5

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Alibaba Group Holding Limited's Logo
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Amazon's Logo
Google's Logo
Target's Logo
Accenture (US) Logo
Flipkart's Logo
eBay's Logo
Macy's' Logo
Office Depot's Logo

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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.

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 Satisfied33%
Satisfied42%
Neither Satisfied nor Dissatisfied8%
Dissatisfied17%
Very Dissatisfied0%
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

Male
100%
Tech
100%
18-25
75%

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
Male
Very 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 Satisfied34%
Satisfied33%
Neither Satisfied nor Dissatisfied33%
Dissatisfied0%
Very Dissatisfied0%
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
40
60
80
100
18-25 CSAT Score
75%
Very Satisfied
25%
Satisfied
50%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
18-2575%

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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Tech
100

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).

COMPANYCustomer Satisfaction (CSAT) Score
Amazon87%
Target87%
Google84%
Accenture (US)77%
Alibaba Group Holding Limited75%
Flipkart71%
eBay66%
Macy's61%
Office Depot40%

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Alibaba Group Holding Limited's Logo
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Amazon's Logo
Target's Logo
Google's Logo
Accenture (US) Logo
Flipkart's Logo
eBay's Logo
Macy's' Logo
Office Depot's Logo

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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

26-30
4.9
Less than 1 Year
4.3
Tech
4.3

Ranked Alibaba Group Holding Limited Customer Service the Lowest

1 to 2 Years
4
18-25
3.6
Accounting
3.5

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
Asian or Pacific Islander
4.2
Asian or Pacific Islander4.2

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
18-25
3.6
18-253.6
26-30
4.9
26-304.9
31-35
4.6
31-354.6

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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Less than 1 Year
4.3
1 to 2 Years
4
2 to 5 Years
4.2

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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Tech
4.3
Accounting
3.5

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).

COMPANYCustomer Service Score
Amazon4.2/5
Target4.2/5
Google4.1/5
Accenture (US)3.8/5
Alibaba Group Holding Limited3.8/5
Flipkart3.5/5
eBay3.4/5
Macy's3.2/5
Office Depot2.6/5

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Alibaba Group Holding Limited's Logo
VS
Amazon's Logo
Target's Logo
Google's Logo
Accenture (US) Logo
Flipkart's Logo
eBay's Logo
Macy's' Logo
Office Depot's Logo

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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

  Alibaba Group Holding Limited CEO
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

Global Ranking Snapshot

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7
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