27
NPS
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GO-JEK
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About GO-JEK's Brand
The fastest courier, transport, and shopping service in Jakarta. Among its major competitors, GO-JEK is ranked in 2nd place for NPS while Visibook is 1st, and Grab is 3rd.
Brand at a Glance
81%
Customer Loyalty
4/5
Product Quality
4/5
Pricing
4/5
Customer Service
GO-JEK Ranking
- #2 / 4 of its competitors
GO-JEK NPS
GO-JEK's Net Promoter Score (NPS) is a 27 with 45% Promoters, 37% Passives, and 18% Detractors. Net Promoter Score tracks whether GO-JEK's customers would recommend using the product based on a scale of -100 to 100.
GO-JEK Overall NPS
| 45% | Promoters |
|---|---|
| 37% | Passives |
| 18% | Detractors |
GO-JEK NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2023 28 | Dec 2023 | 28 |
Jan 2024 28 | Jan 2024 | 28 |
Feb 2024 28 | Feb 2024 | 28 |
Mar 2024 27 | Mar 2024 | 27 |
May 2024 27 | May 2024 | 27 |
Jun 2024 27 | Jun 2024 | 27 |
Jul 2024 27 | Jul 2024 | 27 |
Nov 2024 27 | Nov 2024 | 27 |
Dec 2024 27 | Dec 2024 | 27 |
Jan 2025 27 | Jan 2025 | 27 |
Feb 2025 27 | Feb 2025 | 27 |
May 2026 27 | May 2026 | 27 |
How Other Brands Compare
GO-JEK is ranked second for NPS among its competitors. Visibook and Grab come in first and third, with TickX 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.
GO-JEK NPS by Gender
Male customers rated GO-JEK's NPS 12 points higher than Female customers.
Male
44
GO-JEK's NPS was rated 44 by Male customers on Comparably.
47%
Promoters
50%
Passives
3%
Detractors
Female
32
GO-JEK's NPS was rated 32 by Female customers on Comparably.
43%
Promoters
46%
Passives
11%
Detractors
GO-JEK NPS by Ethnicity
GO-JEK's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 0 | Caucasian | 0 |
Asian or Pacific Islander 43 | Asian or Pacific Islander | 43 |
Other 29 | Other | 29 |
GO-JEK NPS by Age
GO-JEK's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
GO-JEK NPS by Usage
GO-JEK's NPS was rated the highest by customers who have used GO-JEK's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 34 | Less than 1 Year | 34 |
1 to 2 Years 23 | 1 to 2 Years | 23 |
2 to 5 Years 39 | 2 to 5 Years | 39 |
5 to 10 Years 50 | 5 to 10 Years | 50 |
GO-JEK Customer Reviews
Out of the 21 GO-JEK customer reviews 21 were positive and 0 were constructive. GO-JEK customer reviews reflect that all customers have a favorable experience using the products/services of the company.
GO-JEK Customer Loyalty
81%
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.
81% of GO-JEK users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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GO-JEK Customer Loyalty Score by Gender
Male customers rated GO-JEK's Customer Loyalty score 9% higher than Female customers.
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Male
92%
Yes
Female
83%
Yes
GO-JEK Customer Loyalty Score by Ethnicity
GO-JEK's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of GO-JEK.
70
out of 100
Caucasian
90
out of 100
Asian or Pacific Islander
74
out of 100
Other
GO-JEK Customer Loyalty Score by Age
GO-JEK's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 92% | 18-25 | 92% |
26-30 87% | 26-30 | 87% |
31-35 64% | 31-35 | 64% |
36-40 89% | 36-40 | 89% |
41-45 100% | 41-45 | 100% |
GO-JEK Customer Loyalty Score by Usage
GO-JEK's Customer Loyalty score was rated the highest by customers who have used GO-JEK's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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GO-JEK Customer Loyalty Score by Industry
GO-JEK's Customer Loyalty score was rated the highest by Arts and Entertainment industry customers, and the lowest by Education industry customers.
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GO-JEK Customer Loyalty vs. Competitors
Compared to its competitors, GO-JEK's Customer Loyalty score is rated right above Visibook, and is preceded by Grab.
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GO-JEK Product Quality
4/5
GO-JEK has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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GO-JEK Product Information
GO-JEK’s product quality score is a 4 out of 5 as rated by its users and customers. Reviewers from the Arts and Entertainment industry rated GO-JEK's product the highest. Reviewers from the Banking and Financial Services industry rated GO-JEK the lowest at 4.
- Website
- http://go-jek.com
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Analytics
Consumer Services
FinTech
Food and Beverages
Mobile App
SaaS
Quick Insights into GO-JEK Product Quality
GO-JEK's Product Quality score was rated highest by customers ages 18-25, and rated lowest by Other customers.
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Ranked GO-JEK Product Quality the Highest
Ranked GO-JEK Product Quality the Lowest
GO-JEK Product Quality Score by Gender
GO-JEK's Product Quality score was rated 4.2 by both Female and Male customers on Comparably.
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Male
4.2/5
Female
4.2/5
GO-JEK Product Quality Score by Ethnicity
GO-JEK's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4 | Caucasian | 4 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 3.3 | Other | 3.3 |
GO-JEK Product Quality Score by Age
GO-JEK's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 4.2 | 26-30 | 4.2 |
31-35 4 | 31-35 | 4 |
36-40 4.3 | 36-40 | 4.3 |
41-45 4.3 | 41-45 | 4.3 |
GO-JEK Product Quality Score by Usage
GO-JEK's Product Quality score was rated the highest by customers who have used GO-JEK's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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GO-JEK Product Quality Score by Industry
GO-JEK's Product Quality score was rated the highest by Arts and Entertainment industry customers, and the lowest by Aerospace and Aviation industry customers.
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GO-JEK Product Quality vs. Competitors
Compared to its competitors, GO-JEK's Product Quality score is rated right above Grab, and is preceded by Visibook.
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GO-JEK Pricing
GO-JEK ROI & Value For Money
4/5
GO-JEK has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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GO-JEK 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 Arts and Entertainment industry. The users from the Business and Consumer Services industry think that they had the lowest ROI from GO-JEK.
Quick Insights into GO-JEK ROI
GO-JEK's ROI score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers from the Business and Consumer Services industry.
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Ranked GO-JEK ROI the Highest
Ranked GO-JEK ROI the Lowest
GO-JEK ROI Score by Gender
Male customers rated GO-JEK's ROI score 0.1 stars higher than Female customers.
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Male
4.1/5
Female
4/5
GO-JEK ROI Score by Ethnicity
GO-JEK's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of GO-JEK.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.6 | Caucasian | 3.6 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 3.7 | Other | 3.7 |
GO-JEK ROI Score by Age
GO-JEK's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4 | 26-30 | 4 |
31-35 4 | 31-35 | 4 |
36-40 4.1 | 36-40 | 4.1 |
41-45 3.5 | 41-45 | 3.5 |
GO-JEK ROI Score by Usage
GO-JEK's ROI score was rated the highest by customers who have used GO-JEK's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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GO-JEK ROI Score by Industry
GO-JEK's ROI score was rated the highest by Arts and Entertainment industry customers, and the lowest by Business and Consumer Services industry customers.
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GO-JEK Pricing vs. Competitors
Compared to its competitors, GO-JEK's ROI score is rated right above Grab, and is preceded by Visibook.
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GO-JEK Customer Satisfaction (CSAT)
GO-JEK Customer Satisfaction (CSAT) Score
87 / 100
GO-JEK has an overall Customer Satisfaction score of 87 rated by its users and customers.
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Very Satisfied
29%
Satisfied
58%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
1%
Very Dissatisfied
2%
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 GO-JEK Customer Satisfaction
GO-JEK's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by customers who have used GO-JEK's products/services for Less than 1 Year.
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Ranked GO-JEK Customer Satisfaction the Highest
Ranked GO-JEK Customer Satisfaction the Lowest
GO-JEK Customer Satisfaction Score by Gender
Male customers rated GO-JEK's Customer Satisfaction score 5 points higher than Female customers.
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97 / 100
MaleVery Satisfied | 30% | |
|---|---|---|
Satisfied | 67% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
92 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 59% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 0% | |
Very Dissatisfied | 2% |
GO-JEK Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
GO-JEK's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
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100 / 100
Very Satisfied
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
GO-JEK's Customer Satisfaction (CSAT) score was rated 96% according to Asian or Pacific Islander users and customers.
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96 / 100
Very Satisfied
34%
Satisfied
62%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
GO-JEK's Customer Satisfaction (CSAT) score was rated 72% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of GO-JEK.
72 / 100
Very Satisfied
43%
Satisfied
29%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
14%
GO-JEK Customer Satisfaction Score by Age
GO-JEK's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 98% | |||||||||||||||
| 26-30 | 89% | |||||||||||||||
| 31-35 | 89% | |||||||||||||||
| 36-40 | 100% |
GO-JEK Customer Satisfaction Score by Usage
GO-JEK's Customer Satisfaction score was rated the highest by customers who have used GO-JEK's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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GO-JEK Customer Satisfaction Score by Industry
GO-JEK's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.
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{
"title": "GO-JEK Customer Satisfaction Score by Industry",
"text": "GO-JEK's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Banking and Financial Services industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 91,
"stars": 0,
"csatScore": 91,
"text": "GO-JEK's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 91
},
{
"label": "Accounting",
"groupId": 495,
"score": 100,
"stars": 0,
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"scoreClassName": "max",
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},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 100,
"stars": 0,
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},
{
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"groupId": 499,
"score": 100,
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"scoreClassName": "max",
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},
{
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"groupId": 501,
"score": 86,
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"scoreClassName": "",
"scoreLabel": 86
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 100,
"stars": 0,
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"scoreClassName": "max",
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},
{
"label": "Consulting",
"groupId": 511,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "GO-JEK's Customer Satisfaction score is rated by Consulting customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Education",
"groupId": 515,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "GO-JEK's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Public Relations and Communications",
"groupId": 550,
"score": 100,
"stars": 0,
"csatScore": 100,
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"scoreClassName": "max",
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}
]
}GO-JEK Customer Satisfaction vs. Competitors
Compared to its competitors, GO-JEK's Customer Satisfaction score is rated right above Grab.
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GO-JEK Customer Service
4/5
GO-JEK has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About GO-JEK's Customer Service
Address
Ray, OH
Website
http://go-jek.com
Phone Number
(021) 725-1110
Quick Insights into GO-JEK Customer Service
GO-JEK's Customer Service score was rated highest by customers from the Accounting industry, and rated lowest by customers who have used GO-JEK's products/services for Less than 1 Year.
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Ranked GO-JEK Customer Service the Highest
Ranked GO-JEK Customer Service the Lowest
GO-JEK Customer Service Score by Gender
Male customers rated GO-JEK's Customer Service score 0.2 stars higher than Female customers.
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Male
4.1/5
Female
3.9/5
GO-JEK Customer Service Score by Ethnicity
GO-JEK's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of GO-JEK.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 3.7 | Other | 3.7 |
GO-JEK Customer Service Score by Age
GO-JEK's Customer Service score was rated the highest by customers ages 36-40, and the lowest by customers ages 41-45.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 4.1 | 26-30 | 4.1 |
31-35 4 | 31-35 | 4 |
36-40 4.2 | 36-40 | 4.2 |
41-45 3.5 | 41-45 | 3.5 |
GO-JEK Customer Service Score by Usage
GO-JEK's Customer Service score was rated the highest by customers who have used GO-JEK's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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GO-JEK Customer Service Score by Industry
GO-JEK's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Business and Consumer Services industry customers.
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GO-JEK Customer Service vs. Competitors
Compared to its competitors, GO-JEK's Customer Service score is rated right above Grab, and is preceded by Visibook.
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GO-JEK as an Employer
4.3/5
GO-JEK has a 4.3/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
GO-JEK scored a 27 for Net Promoter Score and a 44 for Employee Net Promoter Score. NPS gauges how likely a customer of GO-JEK would recommend the brand to a friend. ENPS measures how likely GO-JEK employees would recommend working at GO-JEK to a friend.
Net Promoter Score
27
NPS Score
| 45% | Promoters |
|---|---|
| 37% | Passive |
| 18% | Detractors |
Employee Net Promoter Score
44
eNPS Score
| 53% | Promoters |
|---|---|
| 38% | Passive |
| 9% | Detractors |
