19
NPS
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Coupang
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About Coupang's Brand
Coupang is an e-commerce company based in South Korea. Among its major competitors, Coupang is ranked in 2nd place for NPS while Amazon is 1st, and Gmarket is 3rd.
Brand at a Glance
76%
Customer Loyalty
3.9/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
Coupang Ranking
- #2 / 4 of its competitors
Coupang NPS
Coupang's Net Promoter Score (NPS) is a 19 with 49% Promoters, 21% Passives, and 30% Detractors. Net Promoter Score tracks whether Coupang's customers would recommend using the product based on a scale of -100 to 100.
Coupang Overall NPS
| 49% | Promoters |
|---|---|
| 21% | Passives |
| 30% | Detractors |
Coupang NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2024 19 | Jul 2024 | 19 |
Aug 2024 18 | Aug 2024 | 18 |
Sep 2024 18 | Sep 2024 | 18 |
Oct 2024 18 | Oct 2024 | 18 |
Nov 2024 18 | Nov 2024 | 18 |
Dec 2024 18 | Dec 2024 | 18 |
Jan 2025 20 | Jan 2025 | 20 |
Feb 2025 18 | Feb 2025 | 18 |
Mar 2025 20 | Mar 2025 | 20 |
May 2025 18 | May 2025 | 18 |
Jun 2025 18 | Jun 2025 | 18 |
Jul 2025 18 | Jul 2025 | 18 |
How Other Brands Compare
Coupang is ranked second for NPS among its competitors. Amazon and Gmarket come in first and third, with Groupon coming in at #4.
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.
Coupang NPS by Gender
Female customers rated Coupang's NPS 9 points higher than Male customers.
Male
8
Coupang's NPS was rated 8 by Male customers on Comparably.
38%
Promoters
32%
Passives
30%
Detractors
Female
17
Coupang's NPS was rated 17 by Female customers on Comparably.
48%
Promoters
21%
Passives
31%
Detractors
Coupang NPS by Ethnicity
Coupang's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 36 | Caucasian | 36 |
African American/Black 28 | African American/Black | 28 |
Asian or Pacific Islander 3 | Asian or Pacific Islander | 3 |
Other -42 | Other | -42 |
Coupang NPS by Age
Coupang's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
Coupang NPS by Usage
Coupang's NPS was rated the highest by customers who have used Coupang's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 12 | Less than 1 Year | 12 |
1 to 2 Years 13 | 1 to 2 Years | 13 |
2 to 5 Years 27 | 2 to 5 Years | 27 |
5 to 10 Years 25 | 5 to 10 Years | 25 |
Over 10 Years 0 | Over 10 Years | 0 |
Coupang Customer Reviews
Out of the 15 Coupang customer reviews 12 were positive and 3 were constructive. Coupang customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Coupang Customer Loyalty
76%
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.
76% of Coupang users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Coupang Customer Loyalty Score by Gender
Male customers rated Coupang's Customer Loyalty score 18% higher than Female customers.
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Male
90%
Yes
Female
72%
Yes
Coupang Customer Loyalty Score by Ethnicity
Coupang's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Coupang.
89
out of 100
Caucasian
84
out of 100
African American/Black
83
out of 100
Asian or Pacific Islander
61
out of 100
Other
Coupang Customer Loyalty Score by Age
Coupang's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 74% | 18-25 | 74% |
26-30 84% | 26-30 | 84% |
31-35 85% | 31-35 | 85% |
36-40 87% | 36-40 | 87% |
41-45 91% | 41-45 | 91% |
46-50 61% | 46-50 | 61% |
51-55 100% | 51-55 | 100% |
Coupang Customer Loyalty Score by Usage
Coupang's Customer Loyalty score was rated the highest by customers who have used Coupang's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Coupang Customer Loyalty Score by Industry
Coupang's Customer Loyalty score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Business and Consumer Services industry customers.
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Coupang Customer Loyalty vs. Competitors
Compared to its competitors, Coupang's Customer Loyalty score is rated right above Groupon, and is preceded by Amazon.
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Coupang Product Quality
3.9/5
Coupang has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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Coupang Product Information
Coupang’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Coupang's product the highest. Reviewers from the Accounting industry rated Coupang the lowest at 3.8.
- Website
- http://www.coupang.com/
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Business Services
Ecommerce and Marketplaces
SaaS
Quick Insights into Coupang Product Quality
Coupang's Product Quality score was rated highest by customers who have used Coupang's products/services for 2 to 5 Years, and rated lowest by customers who have used Coupang's products/services for Over 10 Years.
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Ranked Coupang Product Quality the Highest
Ranked Coupang Product Quality the Lowest
Coupang Product Quality Score by Gender
Male customers rated Coupang's Product Quality score 0.4 stars higher than Female customers.
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Male
4.3/5
Female
3.9/5
Coupang Product Quality Score by Ethnicity
Coupang's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
African American/Black 4.4 | African American/Black | 4.4 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 3.6 | Other | 3.6 |
Coupang Product Quality Score by Age
Coupang's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4.2 | 26-30 | 4.2 |
31-35 4.1 | 31-35 | 4.1 |
36-40 4.2 | 36-40 | 4.2 |
41-45 4.5 | 41-45 | 4.5 |
46-50 3.5 | 46-50 | 3.5 |
51-55 4.3 | 51-55 | 4.3 |
Coupang Product Quality Score by Usage
Coupang's Product Quality score was rated the highest by customers who have used Coupang's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Coupang Product Quality Score by Industry
Coupang's Product Quality score was rated the highest by Tech industry customers, and the lowest by Architecture and Planning industry customers.
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Coupang Product Quality vs. Competitors
Compared to its competitors, Coupang's Product Quality score is rated right above Groupon, and is preceded by Amazon.
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Coupang Pricing
Coupang ROI & Value For Money
3.7/5
Coupang 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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Coupang 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 Aerospace and Aviation industry. The users from the Accounting industry think that they had the lowest ROI from Coupang.
Quick Insights into Coupang ROI
Coupang's ROI score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers ages 51-55.
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Ranked Coupang ROI the Highest
Ranked Coupang ROI the Lowest
Coupang ROI Score by Gender
Female customers rated Coupang's ROI score 0.1 stars higher than Male customers.
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Male
3.7/5
Female
3.8/5
Coupang ROI Score by Ethnicity
Coupang's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4 | Caucasian | 4 |
African American/Black 4 | African American/Black | 4 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.1 | Other | 3.1 |
Coupang ROI Score by Age
Coupang's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
26-30 4.2 | 26-30 | 4.2 |
31-35 3.6 | 31-35 | 3.6 |
36-40 4 | 36-40 | 4 |
41-45 3.9 | 41-45 | 3.9 |
46-50 3.2 | 46-50 | 3.2 |
51-55 2.8 | 51-55 | 2.8 |
Coupang ROI Score by Usage
Coupang's ROI score was rated the highest by customers who have used Coupang's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Coupang ROI Score by Industry
Coupang's ROI score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Business and Consumer Services industry customers.
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Coupang Pricing vs. Competitors
Compared to its competitors, Coupang's ROI score is rated right above Groupon, and is preceded by Amazon.
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Coupang Customer Satisfaction (CSAT)
Coupang Customer Satisfaction (CSAT) Score
77 / 100
Coupang has an overall Customer Satisfaction score of 77 rated by its users and customers.
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Very Satisfied
42%
Satisfied
35%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
2%
Very Dissatisfied
8%
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 Coupang Customer Satisfaction
Coupang's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by Other customers.
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Ranked Coupang Customer Satisfaction the Highest
Ranked Coupang Customer Satisfaction the Lowest
Coupang Customer Satisfaction Score by Gender
Male customers rated Coupang's Customer Satisfaction score 8 points higher than Female customers.
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81 / 100
MaleVery Satisfied | 42% | |
|---|---|---|
Satisfied | 39% | |
Neither Satisfied nor Dissatisfied | 16% | |
Dissatisfied | 0% | |
Very Dissatisfied | 3% |
73 / 100
FemaleVery Satisfied | 30% | |
|---|---|---|
Satisfied | 43% | |
Neither Satisfied nor Dissatisfied | 18% | |
Dissatisfied | 0% | |
Very Dissatisfied | 9% |
Coupang Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Coupang's Customer Satisfaction (CSAT) score was rated 71% according to Caucasian users and customers.
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71 / 100
Very Satisfied
57%
Satisfied
14%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
29%
CSAT according to African American/Black
Coupang's Customer Satisfaction (CSAT) score was rated 82% according to African American/Black users and customers.
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82 / 100
Very Satisfied
55%
Satisfied
27%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Coupang'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
32%
Satisfied
50%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
0%
Very Dissatisfied
3%
CSAT according to Other
Coupang's Customer Satisfaction (CSAT) score was rated 33% according to Other users and customers.
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33 / 100
Very Satisfied
0%
Satisfied
33%
Neither Satisfied nor Dissatisfied
67%
Dissatisfied
0%
Very Dissatisfied
0%
Coupang Customer Satisfaction Score by Age
Coupang's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Coupang.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 63% | |||||||||||||||
| 26-30 | 100% | |||||||||||||||
| 31-35 | 55% | |||||||||||||||
| 36-40 | 80% | |||||||||||||||
| 41-45 | 100% | |||||||||||||||
| 46-50 | 40% | |||||||||||||||
| 51-55 | 100% |
Coupang Customer Satisfaction Score by Usage
Coupang's Customer Satisfaction score was rated the highest by customers who have used Coupang's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Coupang Customer Satisfaction Score by Industry
Coupang's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Architecture and Planning industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Coupang Customer Satisfaction Score by Industry",
"text": "Coupang's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Architecture and Planning industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 92,
"stars": 0,
"csatScore": 92,
"text": "Coupang's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 92
},
{
"label": "Accounting",
"groupId": 495,
"score": 62,
"stars": 0,
"csatScore": 62,
"text": "Coupang's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 62
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Coupang's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Architecture and Planning",
"groupId": 498,
"score": 40,
"stars": 0,
"csatScore": 40,
"text": "Coupang's Customer Satisfaction score is rated by Architecture and Planning customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 40
},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 71,
"stars": 0,
"csatScore": 71,
"text": "Coupang's Customer Satisfaction score is rated by Arts and Entertainment customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 71
}
]
}Coupang Customer Satisfaction vs. Competitors
Compared to its competitors, Coupang's Customer Satisfaction score is rated right above Groupon, and is preceded by Amazon.
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Coupang Customer Service
3.7/5
Coupang has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Coupang's Customer Service
Address
Samseong-Dong,, Gangnam-Gu, Guy, TX
Website
http://www.coupang.com/
Phone Number
82 2 6150 6722
Quick Insights into Coupang Customer Service
Coupang's Customer Service score was rated highest by customers ages 41-45, and rated lowest by customers who have used Coupang's products/services for Over 10 Years.
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Ranked Coupang Customer Service the Highest
Ranked Coupang Customer Service the Lowest
Coupang Customer Service Score by Gender
Male customers rated Coupang's Customer Service score 0.2 stars higher than Female customers.
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Male
4/5
Female
3.8/5
Coupang Customer Service Score by Ethnicity
Coupang's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Coupang.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4 | Caucasian | 4 |
African American/Black 4.1 | African American/Black | 4.1 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 3.5 | Other | 3.5 |
Coupang Customer Service Score by Age
Coupang's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Coupang.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 4.2 | 26-30 | 4.2 |
31-35 4 | 31-35 | 4 |
36-40 3.9 | 36-40 | 3.9 |
41-45 4.6 | 41-45 | 4.6 |
46-50 3.2 | 46-50 | 3.2 |
51-55 3.3 | 51-55 | 3.3 |
Coupang Customer Service Score by Usage
Coupang's Customer Service score was rated the highest by customers who have used Coupang's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Coupang Customer Service Score by Industry
Coupang's Customer Service score was rated the highest by Tech industry customers, and the lowest by Architecture and Planning industry customers.
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Coupang Customer Service vs. Competitors
Compared to its competitors, Coupang's Customer Service score is rated right above Groupon, and is preceded by Amazon.
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Consumer vs. Employees
Coupang scored a 19 for Net Promoter Score and a -17 for Employee Net Promoter Score. NPS gauges how likely a customer of Coupang would recommend the brand to a friend. ENPS measures how likely Coupang employees would recommend working at Coupang to a friend.
Net Promoter Score
19
NPS Score
| 49% | Promoters |
|---|---|
| 21% | Passive |
| 30% | Detractors |
Employee Net Promoter Score
-17
eNPS Score
| 36% | Promoters |
|---|---|
| 11% | Passive |
| 53% | Detractors |
