19
NPS
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Bilibili
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About Bilibili's Brand
Operator of a pop culture entertainment community to share videos. The company offers videos in the fields of animation, drama, music, dance, games and technology as well as allowing users to submit, view and add commentary subtitles on videos.
Brand at a Glance
74%
Customer Loyalty
3.8/5
Product Quality
3.8/5
Pricing
3.9/5
Customer Service
Bilibili NPS
Bilibili's Net Promoter Score (NPS) is a 19 with 43% Promoters, 33% Passives, and 24% Detractors. Net Promoter Score tracks whether Bilibili's customers would recommend using the product based on a scale of -100 to 100.
Bilibili Overall NPS
| 43% | Promoters |
|---|---|
| 33% | Passives |
| 24% | Detractors |
Bilibili NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2022 -1 | Apr 2022 | -1 |
Jun 2022 0 | Jun 2022 | 0 |
Aug 2022 27 | Aug 2022 | 27 |
Sep 2022 31 | Sep 2022 | 31 |
Dec 2022 20 | Dec 2022 | 20 |
Jul 2023 14 | Jul 2023 | 14 |
Sep 2023 6 | Sep 2023 | 6 |
Feb 2024 6 | Feb 2024 | 6 |
Mar 2024 10 | Mar 2024 | 10 |
Apr 2024 16 | Apr 2024 | 16 |
Aug 2024 15 | Aug 2024 | 15 |
Jul 2025 18 | Jul 2025 | 18 |
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.
Bilibili NPS by Gender
Bilibili's NPS was rated 20 by Female customers on Comparably.
Female
20
Bilibili's NPS was rated 20 by Female customers on Comparably.
40%
Promoters
40%
Passives
20%
Detractors
Male
N/A
Bilibili's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Bilibili NPS by Ethnicity
Bilibili's NPS was rated 20 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 20 | Asian or Pacific Islander | 20 |
Bilibili NPS by Age
Bilibili's NPS was rated 33 points by customers ages 18-25 on Comparably.
Bilibili Customer Loyalty
74%
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.
74% of Bilibili 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?"
Bilibili Customer Loyalty Score by Gender
Bilibili's Customer Loyalty score was rated 82 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Bilibili.
Female
82%
Yes
Male
N/A
Yes
Bilibili Customer Loyalty Score by Ethnicity
Bilibili's Customer Loyalty score was rated 82% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Bilibili.
82
out of 100
Asian or Pacific Islander
Bilibili Customer Loyalty Score by Age
Bilibili's Customer Loyalty score was rated 70% by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Bilibili.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
Bilibili Product Quality
3.8/5
Bilibili has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Bilibili Product Information
Bilibili’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Website
- www.bilibili.com
- Company Size
- 501-1,000 Employees
Quick Insights into Bilibili Product Quality
Bilibili's Product Quality score was rated highest by Asian or Pacific Islander customers.
Sign Up to unlock insights into how customers have ranked Bilibili's Product Quality.
Ranked Bilibili Product Quality the Highest
Bilibili Product Quality Score by Gender
Bilibili's Product Quality score was rated 4.6 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Bilibili.
Female
4.6/5
Male
N/A
Bilibili Product Quality Score by Ethnicity
Bilibili's Product Quality score was rated 4.6 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Bilibili.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Bilibili Product Quality Score by Age
Bilibili's Product Quality score was rated 4.3 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Bilibili.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
Bilibili Pricing
Bilibili ROI & Value For Money
3.8/5
Bilibili 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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Quick Insights into Bilibili ROI
Bilibili's ROI score was rated highest by Asian or Pacific Islander customers.
Sign Up to unlock insights into how customers have ranked Bilibili's ROI score.
Ranked Bilibili ROI the Highest
Bilibili ROI Score by Gender
Bilibili's ROI score was rated 4.4 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Bilibili.
Female
4.4/5
Male
N/A
Bilibili ROI Score by Ethnicity
Bilibili's ROI score was rated 4.4 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Bilibili.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.4 | Asian or Pacific Islander | 4.4 |
Bilibili ROI Score by Age
Bilibili's ROI score was rated 4 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Bilibili.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
Bilibili Customer Satisfaction (CSAT)
Bilibili Customer Satisfaction (CSAT) Score
84 / 100
Bilibili 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
28%
Satisfied
56%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
6%
Very Dissatisfied
4%
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 Bilibili Customer Satisfaction
Bilibili's Customer Satisfaction score was rated highest by customers ages 18-25.
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Ranked Bilibili Customer Satisfaction the Highest
Bilibili Customer Satisfaction Score by Gender
Bilibili's Customer Satisfaction score was rated 100 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Bilibili.
100 / 100
FemaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 60% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Bilibili Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Bilibili's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Bilibili.
100 / 100
Very Satisfied
40%
Satisfied
60%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Bilibili Customer Satisfaction Score by Age
Bilibili's Customer Satisfaction score was rated 100 points by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Bilibili.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% |
Bilibili Customer Service
3.9/5
Bilibili has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
Sign Up to unlock Bilibili's overall Customer Service score rated by its users and customers.
About Bilibili's Customer Service
Website
www.bilibili.com
Phone Number
6
Quick Insights into Bilibili Customer Service
Bilibili's Customer Service score was rated highest by Asian or Pacific Islander customers.
Sign Up to unlock insights into how customers have ranked Bilibili's Customer Service score.
Ranked Bilibili Customer Service the Highest
Bilibili Customer Service Score by Gender
Bilibili's Customer Service score was rated 4.5 by Female customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Bilibili.
Female
4.5/5
Male
N/A
Bilibili Customer Service Score by Ethnicity
Bilibili's Customer Service score was rated 4.5 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Bilibili.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4.5 | Asian or Pacific Islander | 4.5 |
Bilibili Customer Service Score by Age
Bilibili's Customer Service score was rated 4.1 stars by customers ages 18-25 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Bilibili.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
Bilibili as an Employer
Consumer vs. Employees
Bilibili scored a 19 for Net Promoter Score and a 57 for Employee Net Promoter Score. NPS gauges how likely a customer of Bilibili would recommend the brand to a friend. ENPS measures how likely Bilibili employees would recommend working at Bilibili to a friend.
Net Promoter Score
19
NPS Score
| 43% | Promoters |
|---|---|
| 33% | Passive |
| 24% | Detractors |
Employee Net Promoter Score
57
eNPS Score
| 71% | Promoters |
|---|---|
| 15% | Passive |
| 14% | Detractors |
