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NPS
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JD.com
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About JD.com's Brand
Operator of an online shopping platform. The company is engaged in online sales of consumer electronics, communications products and computers. Among its major competitors, JD.com is ranked in 4th place for NPS while Ulta Beauty is 1st, and Walmart is 2nd.Their current market cap is $164.99B
Brand at a Glance
100%
Customer Loyalty
3.8/5
Product Quality
3.6/5
Pricing
4.5/5
Customer Service
JD.com Ranking
- #3 / 4 of its competitors
JD.com NPS
JD.com's Net Promoter Score (NPS) is a 0 with 40% Promoters, 20% Passives, and 40% Detractors. Net Promoter Score tracks whether JD.com's customers would recommend using the product based on a scale of -100 to 100.
JD.com Overall NPS
| 40% | Promoters |
|---|---|
| 20% | Passives |
| 40% | Detractors |
JD.com NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2022 100 | Mar 2022 | 100 |
Sep 2022 66 | Sep 2022 | 66 |
Dec 2023 25 | Dec 2023 | 25 |
Aug 2024 0 | Aug 2024 | 0 |
How Other Brands Compare
JD.com is ranked third for NPS among its competitors. Ulta Beauty and Walmart come in first and second, with Dollar Tree coming in at #4. Among those competitors, it is the second most valued company behind Walmart.
JD.com |  Walmart |  Ulta Beauty |  Dollar Tree | |
| Global Ranking | #- | #104 | #232 | #259 |
| NPS | 0 | 7 | 10 | -7 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $164.99B | $382.64B | $17.63B | $30.51B |
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.
JD.com NPS vs. Competitors
Compared to its competitors, JD.com's NPS is rated right above Baidu, and is preceded by Tencent.
| COMPANY | NPS Score | |
|---|---|---|
| Ulta Beauty | 10 |
| Walmart | 7 |
| Tencent | 5 |
| JD.com | 0 |
 | Baidu | -6 |
| Dollar Tree | -7 |
 | China Mobile | -11 |
JD.com Customer Loyalty
100%
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.
100% of JD.com 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?"
JD.com Customer Loyalty vs. Competitors
Compared to its competitors, JD.com's Customer Loyalty score is rated right above Ulta Beauty.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| JD.com | 100% |
| Ulta Beauty | 82% |
| Dollar Tree | 82% |
| Tencent | 78% |
| Walmart | 76% |
| China Mobile | 75% |
| Baidu | 74% |
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JD.com Product Quality
3.8/5
JD.com has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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JD.com Product Information
JD.com’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Website
- www.jd.com
- Company Size
- 10,000+ Employees
JD.com Product Quality vs. Competitors
Compared to its competitors, JD.com's Product Quality score is rated right above Tencent.
| COMPANY | Product Quality Score | |
|---|---|---|
| JD.com | 3.8/5 |
| Tencent | 3.7/5 |
| Walmart | 3.5/5 |
| Ulta Beauty | 3.4/5 |
| Baidu | 3.3/5 |
| Dollar Tree | 3.1/5 |
| China Mobile | 3.1/5 |
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JD.com Pricing
JD.com ROI & Value For Money
3.6/5
JD.com has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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JD.com Pricing vs. Competitors
Compared to its competitors, JD.com's ROI score is rated right above Walmart, and is preceded by Tencent.
| COMPANY | Pricing Score | |
|---|---|---|
| Tencent | 3.7/5 |
| JD.com | 3.6/5 |
| Walmart | 3.5/5 |
| Dollar Tree | 3.3/5 |
| China Mobile | 3.3/5 |
| Ulta Beauty | 3.3/5 |
| Baidu | 3.2/5 |
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JD.com Customer Satisfaction (CSAT)
JD.com Customer Satisfaction (CSAT) Score
80 / 100
JD.com has an overall Customer Satisfaction score of 80 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
40%
Satisfied
40%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
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.
JD.com Customer Satisfaction vs. Competitors
Compared to its competitors, JD.com's Customer Satisfaction score is rated right above Tencent.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| JD.com | 80% |
| Tencent | 75% |
| China Mobile | 69% |
| Walmart | 66% |
| Ulta Beauty | 62% |
| Baidu | 55% |
| Dollar Tree | 55% |
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JD.com Customer Service
4.5/5
JD.com has an overall Customer Service score of 4.5 out of 5 stars rated by its users and customers.
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About JD.com's Customer Service
Address
No. 69 Arcadia Plaza B, Chengdu, 100101 British Indian Ocean
Website
www.jd.com
Phone Number
7
JD.com Customer Service vs. Competitors
Compared to its competitors, JD.com's Customer Service score is rated right above Tencent.
| COMPANY | Customer Service Score | |
|---|---|---|
| JD.com | 4.5/5 |
| Tencent | 3.7/5 |
| Walmart | 3.3/5 |
| Baidu | 3.2/5 |
| Ulta Beauty | 3.1/5 |
| China Mobile | 3.1/5 |
| Dollar Tree | 3/5 |
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JD.com as an Employer
Consumer vs. Employees
JD.com scored a 0 for Net Promoter Score and a -50 for Employee Net Promoter Score. NPS gauges how likely a customer of JD.com would recommend the brand to a friend. ENPS measures how likely JD.com employees would recommend working at JD.com to a friend.
Net Promoter Score
0
NPS Score
| 40% | Promoters |
|---|---|
| 20% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
-50
eNPS Score
| 0% | Promoters |
|---|---|
| 50% | Passive |
| 50% | Detractors |
